Nutrition Call Center Coordinator
3 days ago
Job Summary
The Nutrition Call Center Coordinator will work under the direction of the Manager of Patient Menu and Data Systems. This role is responsible for answering the 4FOOD phone line in a courteous and efficient manner, documenting all requests into the 4FOOD computer program, and dispatching 4FOOD requests to the 4FOOD Service Delivery staff.
Key Responsibilities
- Answer the 4FOOD telephone line in a courteous manner.
- Document all 4FOOD requests into the computer following established guidelines.
- Prioritize the 4FOOD requests.
- Dispatch the requests to the 4FOOD service delivery staff in order of priority.
- Continuously monitor and access the progress of the deliveries of the orders.
- Request additional help as needed to deliver the 4FOOD requests if the volume of requests exceeds the current staffing level.
- Help to prepare & deliver 4FOOD requests if needed.
- Ensure food customer service by directing the completion of delivery of all requests and following-up whenever necessary.
- Document the completion of the orders in 4FOOD computer program.
- Initiate communication with Supervisors regarding patient special requests, allergies, and other issues related to patient safety / satisfaction.
- Cover the service delivery staff during their breaks.
- Accurately document patient related information in the CBORD Cardfile.
- Receive verbal diet orders from the Nutrition Service Coordinator and assign the correct diet codes that generates an individualized patient menu.
- Check selections in Room Service Choice screens for adherence to the nutritional care plan, calculate patient selections for compliance to the diet prescriptions following specific patient patterns and individual preferences.
- Organize, document, and report information related to Flag patients, Eating Disorder protocol, W13 tickets, Dialysis, Post Procedure Meals, Allergies, and other special patient protocols.
- Train new employees and dietetic interns on the daily functions of the Call Center.
- Provide feedback on the competency of new employees.
- Provide quality customer service, on-going communications, feedback and follow-through with customers / peers.
- Maintain strong & effective working relationship w/ co-workers & supervisors.
- Help orientate & train the new employees.
- Adhere to the department, Joint Commission, local, state, & federal food handling policies and procedures.
- Be flexible to the needs of the operation. Complete unscheduled tasks as assigned by supervisor.
- Direct all calls for the Nutrition and Food Service department that come via the 4FOOD System.
- Maintain cleanliness of office space.
- Use phone / computers for work-related duties only.
Requirements
- High School Preferred
- Must be able to read, write & speak English
- Food service experience preferred
Work Environment
The Nutrition Call Center Coordinator will work in a fast-paced environment, interacting with patients, staff, and supervisors. The role requires strong communication and interpersonal skills, attention to detail, and the ability to work under pressure.
Massachusetts General Hospital
Massachusetts General Hospital is an Equal Opportunity Employer.
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