Nutrition Call Center Associate (Part Time, Evenings)

Nicklaus Children's Health System; Miami (FL); On-site; USD 19,000 - 25,000; Full time

Job summary

Nicklaus Children's Health System in Miami is seeking a Food & Nutrition Services professional to support diet orders, process menus, and handle enteral supplies while delivering empathetic, phone-based customer service.

You will use CBORD and office software to track meals, update records, assist patients and families, and coordinate with dietitians. Flexibility for varied shifts in a fast-paced hospital environment is required.

Qualifications

• Active SafeStaff Certification must be obtained within 30 days of hire.
• Healthcare experience preferred.
• Experience with CBORD system preferred.
• Ability to communicate effectively in English; Spanish knowledge preferred.

Responsibilities

• Greet customers warmly and provide service with a customer-first attitude.
• Answer phones promptly and relay messages to the appropriate shift.
• Inform dietitian and supervisor of nourishments requested; summarize daily supplies.
• Input and report data for quality assurance; track meals and orders in the system.
• Process patient menu selections ensuring diet order compliance and nutritional adequacy.
• Respond to patient and family needs with a positive attitude and assist with questions about foods.

Skills

Phone etiquette

Customer service

Multitasking

Communication skills

Teamwork

Self-motivation

Learn software

Education

High school diploma or equivalent

Tools

CBORD System

Job description

Description

Job Summary

Follows procedures in Diet Office to ensure patient receives diet according to prescribed diet order. Processes menus to create a meal while using and maintaining all aspects of the diet office automation/software. Establishes rapport with customers and displays empathy and compassion over the phone. Processes and delivers enteral supplies.

Job Specific Duties

• Ensures positive customer experiences by greeting all customers in a warm and professional manner, acting with a customer comes first attitude, connecting with the customer, and providing service recovery when needed.
• Answers telephone promptly within 3 rings, takes messages, and relays information to incoming shift as needed. Assists members, staff and visitors who call and/or enter the Food and Nutrition Services office.
• Communicates pertinent information to dietitian. Informs supervisor of all nourishments requested (milk, formula, cups) etc. by nursing; summarizes the requested supplies daily on the summary sheet prior to the end of shift.
• Inputs and reports statistical data for quality assurance. Tracks meal supplements in system i.e. how many meals, verbal orders, breakfast, lunch, dinner and special units.
• Processes patient menu selections utilizing computerized diet office system. Ensures patient meal selections comply with prescribed diet order, nutritional adequacy, age, cultural background, and religious practice.
• Ensures customer satisfaction by responding to the patient and family needs while demonstrating a positive attitude. Available to answer questions regarding food recipe, ingredients, preparation, etc.
• Ensures meal orders have been transmitted to correct location for meal preparation and report any disruptions to the supervisor or manager.
• Updates, monitors, and follows-up on all pertinent information, including updating CBORD data and available menu selections, patient admissions, discharges, transfers, diet order changes, food allergies, food preferences and food requests, and validating special diet menus before each meal period.
• Resolves patient requests/complaints or relays to appropriate staff (e.g. dietitian, nursing staff).
• Maintains the work area in a clean and organized condition at all times.
• Initiates all credit card transactions for guest meals within a timely manner, ensures safeguards to protect customer information.
• Covers all position while supporting coworkers breaks.
• Reports all customer complaints, potential hazards, employee accidents, and operational inconsistencies. to leader on duty.

Qualifications

Minimum Job Requirements

• Active SafeStaff Certification required within 30 days of hire

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
• 1 year phone experience in a customer service role highly preferred.
• Previous experience in a healthcare setting preferred.
• Experience with CBORD System highly preferred.
• Ability to communicate sufficiently well in English both verbally and in writing.
• Knowledge of Spanish highly preferred.
• Ability to handle repetitive tasks with high caution to details.
• Able to build interpersonal relationships and work in a team-oriented environment; able to collaborate effectively with other team members.
• Able to interact with the customers and coworkers in a positive, friendly, and enthusiastic manner.
• Able to use computers and ability to learn appropriate software application(s).
• Able to learn quickly and maintain knowledge of the establishment's products and procedures.
• Able and available to work flexible hours that may include early mornings, evenings, weekends, nights and/or holidays.
• Able to work in a fast-paced environment and multi-task (verifying and preparing multiple coffee/drink/food orders).
• Knowledge of age-appropriate foods for patients.
• Ability to monitor patient allergies and take proper steps to ensure safety.
• Excellent written and verbal communication skills, especially phone etiquette.
• Able to multitask, i.e., perform data entry while answering customer calls.
• Excellent customer service skills.
• Able to maintain confidentiality of all patient and guest sensitive information (example: HIPPA).
• Must be self-motivated, able to work in an unsupervised environment.

Job

Food & Nutrition Services

Department

FOOD AND NUTRITION SERVICES-2100-800000

Job Status

Professional