Call Center Associate Food & Nutrition Services

UNC Health Care; Chapel Hill (NC); Hybrid; USD 2,546,000 - 3,567,000; Full time

Job summary

UNC Health Care System is seeking a patient services associate to support nutrition services in Chapel Hill. The role focuses on guiding patients through meal selections according to physician orders and inputting orders and allergy data into Epic and Computrition.

You will handle telephone inquiries, coordinate nutrition-related communications, and assist with meal delivery and HACCP-compliant nourishment preparation.

Qualifications

• High school diploma or equivalent.
• Minimum of one month experience in a nutrition care setting or equivalent.
• Customer service experience preferred.
• Nutrition Students are encouraged to apply.
• Previous experience working in call center environment preferred.

Responsibilities

• Assist patients with menu selections ensuring compliance with physician prescribed restrictions.
• Maintain patient database in Epic and Computrition by inputting orders and allergies.
• Answer the telephone, take messages, and relay information as needed (menu line).
• Troubleshoot meal problems or refer patients to a registered dietitian when needed.
• Maintain reports such as NAPS, missed meals, and meal counts.
• Ensure correct menu item selection according to patient needs.
• Conduct Performance Improvement monitoring and tracking.
• Prepare patient nourishments and enteral nutrition per HACCP guidelines.
• Restock office supplies and organize the work area.
• Deliver meals, oral supplements, and/or formula as needed to support Patient Services.

Skills

Customer service

Communication

Computer skills

Organizational skills

Confidentiality

Education

High school diploma or equivalent

Tools

Epic

Computrition

Job description

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Summary

Maintains patient safety by ensuring correct menu item selection in compliance with physician prescribed dietary needs. Assists patients in ordering meals through the menu line through the telephone ordering system by selecting correct menu items according to the individualized needs of the patient. Maintains accurate patient database information by correctly inputting physician orders.
Correctly assembles and distributes patient supplements and enteral nutrition products.

Responsibilities

• 1. Assists patients with menu selections assuring compliance with physician prescribed restrictions, according to the individualized needs of the patient with full consideration of patient safety.
• 2. Maintains patient database utilizing Epic and Computrition by correctly imputing physician orders, patient allergy information, and patient special services such as appropriateness to order through the system.
• 3. Answers the telephone, taking messages and relaying information as needed. This includes answering the patient menu line.
• 4. Provides troubleshooting of patient meal problems to include referring patients in need of assistance to a registered dietitian.
• 5. Maintains accurate reports such as patients not appropriate to order (NAPS), patients who have missed 2 meals, required meal counts, etc.
• 6. Ensures correct menu item selection according the individualized need of the patient.
• 7. Conducts Performance Improvement monitoring, measuring, and tracking results using specified indicators.
• 8. Properly prepares patient nourishments and enteral nutrition products according to HACCP guidelines.
• 9. Stocks office supplies, as needed, and maintains organization of work area.
• 10. Delivers meals, oral supplements, and/or formula as needed to support the Patient Services operation.

Education Requirements

• * High school diploma or equivalent.

Licensure/Certification Requirements

• * None required.

Professional Experience Requirements

• * Minimum of one month experience and/or training in a nutrition care setting or equivalent and basic computer knowledge and skills. Customer service experience preferred.

• Nutrition Students are encouraged to apply.
• Previous experience working in call center environment preferred.

Knowledge/Skills/and Abilities Requirements

• * Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to patients, families, and other employees.
• * Mathematical Skills: Ability to work with and apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
• * Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Excellent oral and written communication skills.
• Ability to self-direct to accomplish the coordination and decision-making responsibilities of the position.
• Excellent customer service skills are required including the ability to work with families under stress
• Knowledge of and ability to use computers and a variety of computer programs, including word processing, database management, and spreadsheets.
• Strong organizational skills are required.
• Ability to maintain strict confidentiality as well as the privacy needs of families and patients.

Job Details

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: NFS Patient Services

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.48 - $25.89 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Evening Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. Please email [e-mail] if you need a reasonable accommodation to search and/or to apply for a career opportunity.