NWH CALL CENTER REPRESENTATIVE
Newton-Wellesley Hospital - Newton, MA

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Obtains meal orders from patients and visitors via the telephone
  • Transcribes meal orders into the system established for menu processing
  • Generates, organizes, and distributes essential reportscall center reports for Cooks, Room Service Representatives, Call Center Representatives, Managers, and Room Service production techs
  • Answers the main call center phone (nursing line) and responds to queries and/or concerns as they arise
  • Ensures that preselect tray tickets are printed and distributed to the kitchen staff at the established meal service time
  • Appropriately responds to supplement and diet requisitions that print in the Call Center
  • Inputs nursing notification and food allergies into CBORD according to established procedures
  • Verifies meal orders meet diet order parameters
  • Processes diet requisitions
  • Documents required information efficiently and consistently
  • Coordinates Call Center processes with Production, Tray Line, and Room Service Representative areas
  • Mediates and takes ownership of patient concerns regarding meal service, ensuring resolution
  • Acts as liaison between the Nutrition and Food Service department, the patient and the nursing unit
  • Demonstrates speed, accuracy and the ability to work calmly under pressure
  • Anticipates patient/team member needs and services them
  • Serves as a quality assurance control point for every aspect of the Room Service program
  • Maintains open communication with Call Center Representatives regarding patient food requirements
  • Assumes the role of a patient advocate with respect to the Room Service meal delivery system
  • Demonstrates knowledge of back-up/downtime systems
  • Performs other duties as requested

  • Qualifications
    • High school or vocationalschool graduate or extensive food service experience in a high service environment. Additionally, prefer college experience.

    • Knowledge of food service kitchens, including standards of safety and cleanliness.

    • Demonstrates strong communication skills, including the ability to read and understand English. Must be able to comprehend and take appropriate action quickly. Must be able to communicate in written and verbal form with clarity and professionalism.

    • Ability to work independently, completing assigned tasks safely and correctly, demonstrating good time management skills.

    • Ability to follow through on instructions
    • Ability to demonstrate excellent customer service skills, ensuring all actions reflect program’s service goals. Must be able to take initiative and ownership of concerns, following up appropriately.

    • Ability to demonstrate commitment to team members and patients through flexibility and strong work ethic.

    • Must demonstrate computer literacy, including speed and accuracy and the ability to learn and use new computerized systems.

    • Must demonstrate excellent organizational skills, including ability to multi-task effectively, completing all tasks accurately and while maintaining customer service standards.

    • Neat, professional appearance

    Shift

    Rotating Shift

    Newton-Wellesley Hospital - 2 years ago - save job
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