Call Center Operator II

Room Service Team Member

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

As a member of the Room Service team, the individual will be tasked to assist and deliver in a pleasant, friendly and timely manner patient specific high-quality food and exemplary service to patients, guests, and staff. This position requires working with and assisting other members of the Room Service team and Hospital staff to ensure that all patients receive prescribed foods, and guests and staff receive requested food following Federal, State, Local and hospital sanitation and safety procedures. As outlined in the Food Service Department's HACCP program.

Principal Duties and Responsibilities :

1. Act as a liaison to food service for the patient, family and staff. Tasks as liaison : explaining the meal selection process; assist menu selection of patients according to prescribed diet order. To assure patients fed within 45 minutes of ordering the meal.

2. To communicate on the telephone in an efficient, pleasant and respectful manner, even during periods of high call volume, in order to assist patients and guests with their meal service selections. At peak time, a call center operator answers the phone and immediately enters a complete order into the Computrition system. A call center operator's average call time will range between 1 1 / 2 - 2 minutes.

3. To review therapeutic diet orders and modify the patient's order to meet the diet order parameters while attempting to honor the patient's request and be aesthetically pleasing.

4. To speak with the patient, family member(s) or nurse to explain needed modifications regarding meal orders. To communicate changes and if possible find a satisfactory substitution. To assure a nutritionally balanced meal that meets the dietary restrictions of the patient's diet order.

5. Communicate on the phone or in person to patients, staff, and guests according to department scripting policy and procedures.

6. To communicate patient diet order issues to the Call Center Operator Lead, Diet Tech or clinical dietitian when policy mandates.

7. Identify patients who are not able to place an order via telephone or who have not ordered their meal. Interact with patient family and nursing to enter a complete order in Computrition. Facilitates the meal service or communicate via Computrition the reason for refusal.

8. Acts upon patient, family, or staff meal service requests. These requests may include contacting and following through with the clinical dietitian regarding diet order issues or supplement changes, or room service team members to resolve meal service issues or handle special requests. When necessary escalating requests to management.

9. Manage patient nourishment, supplement and tube-feeding delivery.

10. Proficient using the Computrition according department policy and procedures and maintains accurate and updated patient information via the electronic diet office system.

11. Manages difficult or emotional situations and responds promptly to patient needs.

12. Pickup diet order sheets from nursing stations and receive verbal diet order changes. Adhere to department policy and procedures when receiving a verbal diet order.

13. For administrative and tracking purposes, monitor, collect and / or record operation specific data.

14. Assist in orientation and on-the-job training of new Call Center Operators and Dietetic Interns.

15. Read hospital email periodically throughout the day to remain up to date on patient and policy and procedures information. Use hospital work stations and email according to hospital policies and procedures.

16. Perform duties of the Call Center Operator I when necessary.

17. May participate in tray delivery and pickup.

18. Adhere to departmental and hospital policies and procedures and other foodservice regulations at all time.

19. Participate in and monitor, according to preset criteria, sanitation and safety procedures including HACCP program.

20. Perform all other duties as assigned.

Qualifications

1. Knowledge of specialized diets and menus

2. The position requires the ability to read, write, speak and communicate in English, to follow and give oral and written instructions, to be able to communicate with patients, hospital personnel, and co-workers. This level is normally acquired through completion of a high school education.

3. Customer service and / or call center experience required

4. Healthcare setting experience strongly preferred

5. Knowledge of the food and restaurant regulations set by the federal, Massachusetts and Boston City Health Codes and Joint Commission on the Accreditation of Hospitals.

6. Must have computer skills and basic mathematics knowledge

Skills / Abilities / Competencies Required :

1. Must be pleasant and friendly, flexible, hard-worker, and work well with others.

2. Must have good hand-eye coordination, good manual dexterity and a good attention span.

3. Must have good attention to detail and problem-solving skills

4. Must have the ability to communicate well in order to discuss semi-complex and involved information with other employees, staff members, patients or general public in a sensitive manner.

5. Must be able to maintain confidentiality of patient information obtained through the hospital computer system and employee information obtained from employee files.

6. Must be able to adhere and enforce new or updated policies and procedures.

7. Registered Diet Technician credentials a plus.

9. Ability to read, write, and speak another language is a plus.

8. Must be able to talk on the telephone to patients, guests, and staff in a pleasant, respectful manner.

9. Must be able to multi-task and handle pressure particularly associated with time constraints due to delivery requirements.

10. Knowledge of computerized diet order systems, Windows, Outlook, Word and Excel spreadsheet.

Working Conditions :

1. Fast paced busy call center environment with close-set cubicles.

2. Possible on feet for part of the day (50%) and long periods of time sitting.

3. Involves occasional lifting of items up to 25 lbs., pushing and pulling food carts.

4. Works in heated and air-conditioned office, patient floors and kitchen.

5. Work involves occupational risks commensurate with work hazards and physical requirements, i.e., wet slippery floors, chemical solutions, handling hot water and soup (180-190 degrees), frequent bending and tray handling.

6. Consequence of errors ranges from no harm to serious harm such as incorrect trays to patients, injured employees and broken equipment.

7. Work involves rotating shifts as early as 6 : 00 AM to as late as 9 : 30 PM, required to work weekends and holidays.

Hospital wide responsibilities : Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH / Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and / or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.