Nutrition Call Center Coordinator

2 weeks ago

Boston, United States Massachusetts General Hospital Full time
Nutrition Call Center Coordinator-(3287241)

Description

General Overview

Works under the direction of the Manager of Patient Menu and Data Systems.Answers the 4FOOD phone line in a courteous, efficient manner.Documents all requests into the 4FOOD computer program. Dispatches 4FOOD requests to the 4FOOD Service Delivery staff.Ensures quality assurance – accuracy and timeliness – of 4FOOD deliveries.Follows- up on the completion of all 4FOOD requests with documentation.Must successfully complete a 4FOOD training program (to include telephone courtesy) and adhere 4FOOD policies & procedures. Coordinates the input and reporting of information that facilitates the patient menu process.Calculates the daily intake of selective patients which is usedin creating and monitoring a patient’s nutritional care plan.Assists with training new employees and dietetic interns.Troubleshoots and solves data and equipment problems in order to prevent an impact on the operational schedule and the timely delivery of patient trays.

Principal Duties and Responsibilities

Answers the 4FOOD telephone line in a courteous manner. Documents all 4FOOD requests into the computer following established guidelines. Prioritizes the 4FOOD requests. Dispatches the requests to the 4FOOD service delivery staff in order of priority. Continuously monitors and accesses the progress of the deliveries of the orders. Requests additional help as needed to deliver the 4FOOD requests if the volume of requests exceeds the current staffing level. Helps to prepare & deliver 4FOOD requests if needed. Ensures food customer service by directing the completion of delivery of all requests and following-up whenever necessary. Documents the completion of the orders in 4FOOD computer program. Initiates communication with Supervisors regarding patient special requests, allergies, and other issues related to patient safety / satisfaction. Covers the service delivery staff during their breaks. Accurately documents patient related information in the CBORD Cardfile. Receives verbal diet orders from the Nutrition Service Coordinator and assigns the correct diet codes that generates an individualized patient menu. Checks selections in Room Service Choice screens for adherence to the nutritional care plan, calculates patient selections for compliance to the diet prescriptions following specific patient patterns and individual preferences. Organizes, documents, and reports information related to Flag patients, Eating Disorder protocol, W13 tickets, Dialysis, Post Procedure Meals, Allergies, and other special patient protocols. Trains new employees and dietetic interns on the daily functions of the Call Center.Provides feedback on the competency of new employees. Provide quality customer service, on-going communications, feedback and follow-through with customers / peers. Maintains strong & effective working relationship w/ co-workers & supervisors. Helps orientate & train the new employees. Adheres to the department, Joint Commission, local, state, & federal food handling policies and procedures. Is flexible to the needs of the operation. Complete unscheduled tasks as assigned by supervisor. Directs all calls for the Nutrition and Food Service department that come via the 4FOOD System. Uses coverage schedules to triage calls as necessary. Maintains cleanliness of office space. Uses phone / computers for work-related duties only. Dispatches the 4FOOD requests to the 4FOOD service delivery staff. Monitors the progress of the 4FOOD Service Delivery staff. Informs the 4FOOD Service Delivery staff of the delivery needs.

Skills/Abilities/Competencies

Strong Customer Service Skills Strong Communication & Interpersonal Skills Detail oriented Must be able to work quickly under pressure Must have good computer & typing skills. Ability to perform basic math functions using a calculator.Must be able to add, multiply, divide and round off numbers.Must be able to identify mathematical errors. Must be able to prioritize tasks.(4Food calls, Delivery Needs, etc.) Be flexible to change duties according to the demands of the operation. Be able to lift 30 pounds, push food carts throughout the hospital. Must be able to understand and follow policies & procedures. Abide by HIPAA laws concerning patient confidentiality. Must keep waste to a minimum. (, over portioning of food, equipment handling, etc. )

Qualifications

Qualifications

High School Preferred Must be able to read, write & speak English Food service experience preferred EEO Statement

Massachusetts General Hospital is an Equal Opportunity Employer.

Primary Location

:MA-Boston-MGH Main Campus

Work Locations

:MGH Main Campus55 Fruit StreetBoston02114

Job

:Diet/Nutrition Service

Organization

:Massachusetts General Hospital(MGH)

Schedule

:Part-timeStandard Hours:20

Shift

:Evening JobPosted Shift Description:Every other weekend is required, shifts are 4:00 PM- 8:00PM or 4:30 PM to 8:30 PM or 5 PM to 9 PM; some holidays

Employee Status

:RegularRecruiting Department:MGH Nutrition Services

Job Posting

:Apr 23, 2024

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