Call Center Associate

4 weeks ago

Springfield, United States Memorial Health University Medical Center Full time

Overview:

This position exists to provide a range of support and guest services that include input of patient meal selections, and update of clinical nutrition records. The position is responsible for quick, accurate, and courteous service, and resolution of customer concerns acting as a nutrition liaison to the patient, resulting in a high level of satisfaction for patients. Substitutes for other positions as required or directed. Duties are performed under minimal supervision. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Qualifications:

Education:

  • High School education or GED preferred.

Experience:

  • One-year experience in position dealing with the public preferred.

Other Knowledge/Skills/Abilities:

  • Demonstrates excellent oral communication skills in person and on the phone and excellent customer relations skills.
  • Ability to read and write, follow verbal and written instructions.
  • Demonstrates basic computer knowledge, with the ability to operate a keyboard and mouse and access, retrieve, and enter information into an electronic database.
  • Ability to multi-task while working on multiple responsibilities simultaneously.
  • Ability to identify situations that may indicate a violation or infraction of foodservice or room service policies and reports to management accordingly.
  • Ability to respond to patient requests for personal/nursing care by alerting the appropriate staff to assist the patient.
  • Knowledge and clinical skills to perform nutrition responsibilities through training or experience. Preferred knowledge and understanding of diet restrictions.
  • Demonstrate ability to communicate in English clearly.
Responsibilities:
  • Document and update current diet orders. Investigates and promptly resolves any orders which are incomplete, confusing or unusual.
  • Process diet order changes in electronic database and with patient menu selections.
  • Greets patients to assist them with menu selections personally or on the phone. Inputs patient meal selections, appropriate to diet, in an efficient manner
  • Print and review daily ADT reports.
  • Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:
  • Prepare menus for distribution and distributes menus to patients requiring assistance.
  • Communicate with R.D. on a daily basis regarding patient diet information, nutritional status, diet comprehension, and ability to select appropriate food choices
  • Utilize computer systems to retrieve information, update patient information, and input menu selections.
  • Update patient menus and food selections accurately according to diet order.
  • Monitor telephone and computer for diet changes, new admissions, room service trays, snacks and nourishment requests.
  • Communicate directly with nursing staff and unit secretaries regarding changes and/or problems with patient orders.
  • Input tube feeding orders accurately.
  • Complete a physical inventory of patient care area nourishment areas and stock to par level
  • Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.

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