Dining Services Call Center Representative

Basic Function:

The Dining Services Call Center Representative is responsible for the dispatching a variety of customer service requests (i.e. meals, diet information and occasional housekeeping services) from the Dining Services Call Center. Respond to calls and works closely with patients, families, and staff to ensure all patients’ needs are met in a timely and efficient manner.

Requirements:

High School diploma or equivalent required, One (1) year experience in a customer service setting preferred.

Responsibilites:

•The Dining Services Call Center Representative is responsible for the dispatching of a variety of customer service requests.

• •Respond to customer calls in a timely, courteous and efficient manner, provide optimal customer service and document call information.
• •Communicate with patients, patients’ families and staff to ensure patient satisfaction and excellent customer service is provided.
• •Visit unit floors to assist patients with meal orders.
• •Monitor diet orders/changes as they come through on the office printer. Input supplements and tube feed orders.
• •Provide assistance to others in the Dining Services Call Center when necessary.
• •Collaborate with other departments throughout the organization.
• •Follow the daily office work flow (established responsibilities/duties) to maximize customer satisfaction.
• •Support staff at peak hours, asking for assistance during busy times utilizing time efficiently with special assignments.
• •Prioritize calls based on STAT, unusual requests, routine calls, etc.
• •Communicate issues and offers suggestions to improve processes.
• •Maintains records (logs) and files in a timely and organized fashion.
• •Decipher information for data input into one of the following computer work tracking programs: Computrition, or other programs as may be determined.
• •Fax forms or other information to requestors as needed.
• •Respond calmly and efficiently to internal and external disaster drills.
• •Provide on the job training to new employees.
• •Complete required training as assigned
• •Comply with Hospital and department policies, work rules and requirements.
• •Adhere to patient privacy policies and procedures, maintain confidentiality.
• •Adhere to the Making Ellis Exceptional (MEE) Behaviors & Standards, and initiate, promote, and support change initiatives
• •Complete other tasks as assigned in a timely manner.

Salary Range:  $15.61-$20.46                   Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.