Room Service Call Center Operator

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.

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.

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: