- Takes calls from patients and/or patient families for menu requests and utilizes room service diet software to process order.
- Proactively guides the patient or patient family member in a positive manner through the ordering process making suggestions, as needed.
- Processes new diet orders, transfers and discharges.
- Processes menu orders for patients who can not place orders by phone or who have a preselected menu order.
- Identifies and calls patients who have not ordered their meal and either facilitates the meal order or documents the reason for meal refusal.
- Identifies patient food preferences and enters them into room service software.
- Redirects calls if unable to handle a question.
- Communicates and discusses special needs with other departments such as nursing.
- Persons in this position maintain a high level of contact with the patient and family and are expected to exemplify Service.
- Ensures that the menu order is accurate and appropriate to the patients prescribed diet order.
- Monitors patient meal orders and communicates skipped meals or repeated small meal orders to the appropriate clinical dietitian.
- Processes nourishment orders and labels and keeps track of tube feeding orders for the units.
- Effectively communicates any concerns or problems to the dietitians or management staff as appropriate.
- For administrative and tracking purposes, monitors, collects and/or records operation specific data.
- Performs other related duties as required
- High school diploma or equivalent.
- 1 year of call center work experience.
- Additional experience in food service, hospitality or customer service preferred.
- Demonstrated skills in customer service, critical thinking, problem solving and written and verbal communication.
- Ability to make sound judgments while quickly processing information.
- Proficient computer and web-based software skills including the ability to adapt to regular changes in software programs and processes.
- Knowledge of modified diets preferred.
- Ability to read, write, speak and communicate in English.
- Ability to follow and give oral and written instructions.
- Ability to clearly and pleasantly communicate with patients, patient family members, hospital personnel and co-workers. PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks
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Call Center Associate - Johns Creek, United States - Emory Healthcare
Description
JOB DESCRIPTION:
MINIMUM QUALIFICATIONS:
ENVIRONMENTAL FACTORS:
Factors affecting environment conditions may vary depending on the assigned work area and tasks.
Environmental exposures include, but are not limited to:
Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required.
Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.This position pays a flat rate of : $19.75/ Hour. This position is eligible for shift differentials.