This position coordinates and processes all room service orders and order entry for multiple facilities in a centralized call center environment. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility room service related calls. This position escalates calls to Culinary and Nutrition at each facility when appropriate. Position accurately and efficiently enters appropriate data into Culinary systems.
Processes all room service related calls. Enters or records all daily patient meal selections and preferences for multiple facilities and patient units.
Understands and appropriately utilizes culinary systems as it relates to modified diets, food and menu relating to patients. Requests Diet Tech or Dietitian assistance when needed. Able to read, understand and present to patients standard information for prescribed diet.
Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls and responds to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to facility guidelines.
Provides excellent customer service on the phone and resolves customer complaints effectively and efficiently. Demonstrates the appropriate knowledge of diets, allergies and types of food to better assist the caller.
Utilizes Cerner (View Only) to follow-up with diet/allergy order concerns to better assist the patient and nursing partners. Understands when to make the appropriate changes in the food suite when necessary.
In compliance with JHACCO, completes daily missed meal reports/ outbound calls to ensure our patients have the proper nutrition. Accurately prepares reports sent to the appropriate facility.
Demonstrates the appropriate knowledge in using Banners payment system to collect revenue from callers, while also making sure we are in compliance with Payment Card Industry Data Security Standard (PCI DSS).
High school diploma/GED or equivalent working knowledge. Requires reading, writing and mathematical skills.
Skills and knowledge of nutrition services as typically gained through 1 2 years of related experience. Must possess excellent customer service, oral and written communication, listening skills and attention to detail to effectively interact pleasantly and calmly with incoming callers. Must possess basic computer skills, including familiarity with computer keyboards. Must be able to effectively prioritize and make sound decisions following established department policies, procedures and standards. Ability to multi-task in a fast paced environment with frequent interruptions. Must be able to learn and apply department procedures as well as process calls within defined standards. Must possess the ability to work cohesively in a team environment.
Additional skills and knowledge in call center or food service environments preferred. Bilingual skills preferred in some assignments.
Additional related education and/or experience preferred.
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.