ROOM SERVICE CALL CENTER OPERATOR

The Christ Hospital Health Network; Cincinnati (OH); On-site; USD 2,066,000 - 2,617,000; Full time

Job summary

The Christ Hospital Health Network in Cincinnati is seeking a Room Service/Meal Service associate to process room service requests and ensure meals comply with prescribed diets. You will support patients and visitors by taking calls, entering orders, and verifying accuracy with attention to hand hygiene.

You will also assist with bedside orders, enter enteral feeds, and coordinate with dietitians to resolve any meal concerns, while delivering courteous, patient-centered service on a busy

Qualifications

• High school diploma or equivalent preferred.
• 2 years of related work experience. Call center experience preferred.
• Related food service knowledge and skills. Customer service skills. Basic reading, writing and math skills.

Responsibilities

• Obtains meal orders from patients and visitors via telephone and enters into Health Touch system for processing.
• Verifies meal orders meet diet order parameters and offers compliant alternatives.
• Reads back meal orders prior to completion of calls and provides courteous customer service.
• Delivers and explains meal orders to patients, assisting as needed and ensuring proper hand hygiene.
• Documents required information consistently and escalates unresolved concerns to a FANS manager.
• Completes patient call backs for missed meals and notifies a Clinical Dietitian if needed.
• Enters Behavioral Health menus into Health Touch and ensures orders are entered before production reports.
• Prepares enteral feedings according to tube feeding labels and distributes to nursing units.
• Assists with meal setup, tray deliveries, and cash handling as required.

Skills

Customer service

Food service know-how

Basic math

Education

High school diploma

Job description

Job Description

Responsible for performing job functions relative to Room Service call center operations and patient meal service. Responsible for processing of Room Service meal requests, including compliance of meal with prescribed diet order and/or food allergies, preparing enteral feedings for distribution and providing excellent customer service.

Job Description

Responsible for performing job functions relative to Room Service call center operations and patient meal service. Responsible for processing of Room Service meal requests, including compliance of meal with prescribed diet order and/or food allergies, preparing enteral feedings for distribution and providing excellent customer service.

Responsibilities

• Obtains meal orders from patients and visitors via telephone and enters into the Health Touch diet office management system for processing. Verifies patient’s meal order meets diet order parameters and offers compatible suggestions to make the order compliant. Documents required information efficiently and consistently. Answer calls using the appropriate greeting, stating name and using a courteous tone of voice. Reads back meal order prior to completion of the call. Provides excellent customer service and resolves minor meal concerns. Escalates unresolved patient concerns to a FANS manager.
• Obtains meal orders at patient bedside for patients assigned ‘Appropriate with Assist’ Room Service status. Enters into the Health Touch using tablet computer for processing. Verifies patient’s meal order meets diet order parameters and offers compatible suggestions to make the order compliant. Documents required information efficiently and consistently. Follows script for entering patient room, uses appropriate greeting and follows proper hand hygiene protocol. Reads back meal order prior to leaving patient room. Provides excellent customer service.
• Completes patient call backs as assigned for any patient with an active diet order that has missed a meal. Provides notification to a Clinical Dietitian for any patient refusing two consecutive meals.
• Enters Behavioral Health paper menus into Health Touch according to tray standards for zone printing and preparation. Ensures 6W patients with an active diet order have a meal entered prior to production report print time.
• Prepares enteral feedings according to printed tube feeding labels for delivery to nursing units.
• Patient advocate visits new admissions to instruct patients on meal ordering system. Assist patients and family members in placing meal order. Follows patient advocate script and provides excellent customer service.
• Delivers Room Service meal trays to patients and/or guests when assistance is needed. Provides timely notification to nursing unit of prepared trays for insulin patients prior to delivering tray to the patient. Follows tray delivery script for entering patient room and follows proper hand hygiene protocol. Verifies 2 patient identifiers prior to delivering meal tray. Assists with meal set-up as needed, including moving bedside table within reach. Collects cash payment for guest tray and returns promptly, if change is needed. Confirms accuracy of meal order and provides patient with excellent customer service. Reports any patient complaints/concerns to a FANS Manager.
• Attends meetings as required to enhance knowledge, job skills and communication within the department. Follows acceptable practices related to: safety, sanitation, infection control, quality control, and customer relations.
• Performs other duties or responsibilities as assigned or needed. May assist in other areas as relief.

Qualifications

KNOWLEDGE AND SKILLS:

In the sections below, please minimum education/training (degrees, certifications, and licenses) necessary to enter the job. Provide the minimum job-related, and industry experience necessary to enter the job. Be specific about what qualifications/skills are required to handle the responsibilities of the job.

• EDUCATION: High school diploma or equivalent preferred.
• YEARS OF EXPERIENCE: 2 years of related work experience. Call center experience preferred.
• REQUIRED SKILLS AND KNOWLEDGE: Related food service knowledge and skills. Customer service skills. Basic reading, writing and math skills.

LICENSES REGISTRATIONS &/or CERTIFICATIONS: