Nutritional Svcs Rep

Beacon Health System; South Bend (IN); On-site; USD 19,286 - 23,419; Full time

Job summary

Beacon Health System is seeking a team member for the Nutritional Services Call Center to assist guests with meal orders and provide high-quality service. You will use CBORD and Cerner PowerChart to inform guests of available food choices and ensure accurate orders.

Responsibilities include handling high call volumes, maintaining confidentiality, and supporting the kitchen and supervisory staff. Flexible shifts and potential for additional duties may apply.

Qualifications

• High school diploma or equivalent preferred.
• Experience in public contact and customer service is preferred.
• Prior knowledge of CBORD software or similar computer systems is preferred.
• Completion of Medical/Nutrition Diet Therapy training is also preferred.

Responsibilities

• Answer incoming calls from guests and assist with meal orders.
• Enter and verify meal orders, informing the kitchen promptly.
• Assist patients with menu selections according to diet orders.
• Maintain confidentiality and provide world-class service to Beacon Health System guests.
• Support training of new team members as directed.
• Perform other duties such as tray delivery or stock gathering as needed.

Job description

Reports to the Nutritional Services Manager/Supervisor. Under general management, receives incoming phone calls from guests (i.e., patients, visitors, etc.) in the Nutritional Services Call Center and assists guests with their meal order(s). Informs guests of the available food choices by effectively using CBORD and Cerner PowerChart Computer technology. In all areas of responsibility, acts as a representative of Beacon Health System and strives to make a good first impression and provide world class service.

Mission, Values and Service Goals

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Responsibilities

• Effectively use CBORD software to assist patients and guests with their meal order(s).
• Complete meal orders accurately and inform the kitchen in a timely manner.
• Assist patients with their meal order by notifying them of the food choices that are acceptable according to their diet order; may need to visit patients for menu selection if necessary.
• Verify and adjust meal orders as necessary.
• Receive and assess a high volume of incoming phone calls using current and accurate knowledge of the department and its services.
• Speak clearly, concisely, with a pleasant tone and respectfully to all callers. Ensure that Beacon Health System's policy on confidentiality is strictly adhered to.
• Utilize good judgment and maintain composure in any stressful situation.
• Communicate appropriate information to the Supervisor, Manager and/or team members when necessary and write all messages legibly.
• Assist in training new team members as directed.
• Complete other job‑related duties as assigned, which may include tray delivery, stock gathering, tallying and delivery as needed.

Maintain the Work Area and Equipment

• Report to the Manager regarding possible equipment replacement and malfunctions.
• Keep the Call Center neat, clean and organized.

Organizational Responsibilities

• Attend and participate in department meetings and be accountable for all information shared.
• Complete mandatory education, annual competencies and department‑specific education within established timeframes.
• Complete annual employee health requirements within established timeframes.
• Maintain licenses/certifications and registrations in good standing throughout the fiscal year.
• Direct patient care providers must maintain current BCLS (CPR) and other certifications as required by the position/department.
• Consistently utilize appropriate universal precautions, protective equipment and ergonomic techniques to protect patient and self.
• Adhere to regulatory agency requirements, survey process and compliance.
• Comply with established organization and department policies.
• Be available to work overtime or additional shifts and schedules when required.

Education and Experience

• A high school diploma or equivalent is preferred; minimum age 17.
• Prefer best two years of experience in a position requiring public contact and exceptional customer service (e.g., customer service, call center, telephone usage).
• Prior knowledge of CBORD software or similar complex computer system is preferred.
• Completion of Medical/Nutrition Diet Therapy training is also preferred.

Knowledge and Skills

• Solid understanding of the meal‑ordering process and the ability to effectively prioritize workload to handle incoming phone calls and take meal orders accurately.
• Basic office and keyboarding skills and ability to use basic office equipment.
• Proficient computer skills (data entry, word processing, spreadsheets) and use of multiple databases such as CBORD and Cerner PowerChart.
• Ability to meet service goals of 24 to 30 patient diet order entries in 1 hour and keep the abandoned call rate below 5%.
• Detailed knowledge of therapeutic diets necessary to verify and adjust patient meal order.
• Interpersonal and communication skills necessary to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous, friendly, caring and sincere manner; maintain effective teamwork.
• Strong verbal and written communication skills, read and write English legibly; speak clearly, concisely, with a pleasant tone and respectfully.
• Reading and comprehension skills to efficiently process information and use reference manuals.
• Good listening skills, sensitivity to non‑English speakers, speech difficulties or challenges.
• Effective telephone skills and ability to communicate in a clear and effective manner when answering patients' questions and communicating with other departments, team members and the public.
• Strict adherence to Beacon Health System's confidentiality policy and appropriate voice level in certain situations.
• Good organization skills and attention to detail.
• Able to compile, tally and gather stock for host position.
• Able to fill in for tray assembly and tray delivery as needed.
• Attend diet training course and pass the competency test.

Working Conditions

• Work in an office environment and in kitchen as needed.
• Flexible work schedule (including evenings, nights and weekends) to meet department needs.
• Effective in an environment that frequently deals with stressful situations and important deadlines and schedules.

Physical Demands

• Physical ability and stamina to walk moderate distances, climb stairs, lift up to 50 pounds, reach, bend, stoop, twist, etc., to perform the essential functions of the position.