Nutrition Call Center Associate (Part Time, Evenings)

Job Summary

Follows procedures in Diet Office to ensure patient receives diet according to prescribed diet order. Processes menus to create a meal while using and maintaining all aspects of the diet office automation/software. Establishes rapport with customers and displays empathy and compassion over the phone. Processes and delivers enteral supplies.

Job Specific Duties

• Ensures positive customer experiences by greeting all customers in a warm and professional manner, acting with a customer comes first attitude, connecting with the customer, and providing service recovery when needed.
• Answers telephone promptly within 3 rings, takes messages, and relays information to incoming shift as needed. Assists members, staff and visitors who call and/or enter the Food and Nutrition Services office.
• Communicates pertinent information to dietitian. Informs supervisor of all nourishments requested (milk, formula, cups) etc. by nursing; summarizes the requested supplies daily on the summary sheet prior to the end of shift.
• Inputs and reports statistical data for quality assurance. Tracks meal supplements in system i.e. how many meals, verbal orders, breakfast, lunch, dinner and special units.
• Processes patient menu selections utilizing computerized diet office system. Ensures patient meal selections comply with prescribed diet order, nutritional adequacy, age, cultural background, and religious practice.
• Ensures customer satisfaction by responding to the patient and family needs while demonstrating a positive attitude. Available to answer questions regarding food recipe, ingredients, preparation, etc.
• Ensures meal orders have been transmitted to correct location for meal preparation and report any disruptions to the supervisor or manager.
• Updates, monitors, and follows-up on all pertinent information, including updating CBORD data and available menu selections, patient admissions, discharges, transfers, diet order changes, food allergies, food preferences and food requests, and validating special diet menus before each meal period.
• Resolves patient requests/complaints or relays to appropriate staff (e.g. dietitian, nursing staff).
• Maintains the work area in a clean and organized condition at all times.
• Initiates all credit card transactions for guest meals within a timely manner, ensures safeguards to protect customer information.
• Covers all position while supporting coworkers breaks.
• Reports all customer complaints, potential hazards, employee accidents, and operational inconsistencies. to leader on duty.