Customer Experience Meal Order Representative - Mesa, United States - Banner Health

Banner Health

Verified Company

Mesa, United States

3 days ago

Posted by:

Mark Lane

beBee recruiter

Description

Primary City/State:

Mesa, Arizona

Department Name:

Patient Meal Order Center-Corp

Work Shift:

Evening

Job Category:

Marketing and Communications

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be.

We want to change the lives of those in our care - and the people who choose to take on this challenge.

If changing health care for the better sounds like something you want to be part of, we want to hear from you.

The
Customer Experience Meal Order Representatives answer inbound room service calls from hospital patients and their families with a high level of personalized service in a customer centric environment.

In this role, you will process all room service related calls and enter all daily patient meal selections and preferences for multiple facilities and patient units.

You will provide a high level of customer service to callers.

You will be accessing patient menu orders within software system while providing knowledge of appropriate menu items and makes suggestions to patients.

You will make outbound calls to patients who missed meals or need additional services. The department is a fast-paced call center work environment with a focus on details and patient satisfaction.

Shift Details:

Fulltime | 40 Hours/Week

10:30AM-7PM

Weekend and holiday rotations are required in this role.

Enjoy a flat rate $1/hour weekend shift differential and an 18%-night shift differential when applicable.

Training will be in person, then the position will transition to remote work.

This position coordinates and processes all room service orders and order entry for multiple facilities in a centralized call center environment.

Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility room service related calls.

This position escalates calls to Culinary and Nutrition at each facility when appropriate. Position accurately and efficiently enters appropriate data into Culinary systems.

CORE FUNCTIONS

Processes all room service related calls. Enters or records all daily patient meal selections and preferences for multiple facilities and patient units.
Understands and appropriately utilizes culinary systems as it relates to modified diets, food and menu relating to patients. Requests Diet Tech or Dietitian assistance when needed. Able to read, understand and present to patients standard information for prescribed diet.
Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls and responds to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to facility guidelines.
Provides excellent customer service on the phone and resolves customer complaints effectively and efficiently. Demonstrates the appropriate knowledge of diets, allergies and types of food to better assist the caller.
Utilizes Cerner (View Only) to follow-up with diet/allergy order concerns to better assist the patient and nursing partners. Understands when to make the appropriate changes in the food suite when necessary.
In compliance with JHACCO, completes daily missed meal reports/ outbound calls to ensure our patients have the proper nutrition. Accurately prepares reports sent to the appropriate facility.
Demonstrates the appropriate knowledge in using Banner's payment system to collect revenue from callers, while also making sure we are in compliance with Payment Card Industry Data Security Standard (PCI DSS).
This position interacts with patients and families, other food service staff, nursing staff, dietetic technicians and dietitians.

MINIMUM QUALIFICATIONS
High school diploma/GED or equivalent working knowledge. Requires reading, writing and mathematical skills.

PREFERRED QUALIFICATIONS
Additional skills and knowledge in call center or food service environments preferred. Bilingual skills preferred in some assignments.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

Privacy Policy