Call Center Food Service
Brigham & Women's Hospital(BWH)

Job Info

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*Flexible Schedules for Part Time and Full Time Hours*

As a crucial member of Brigham and Women's Hospital Room Service team, the Call Center Operator plays a pivotal role in ensuring the timely, pleasant, and high-quality delivery of patient-specific food and service. This position involves effective communication and collaboration with patients, guests, and staff to uphold the highest standards of patient care and satisfaction.

Key Responsibilities:

Patient Liaison: Act as a liaison for patients, their families, and staff, guiding them through the meal selection process, assisting in menu selection according to prescribed diet orders, and ensuring that patients are served within 45 minutes of ordering their meal.

Efficient Communication: Maintain efficient, pleasant, and respectful phone communication even during periods of high call volume, assisting patients and guests with their meal service selections, and entering complete orders into the Computrition system.

Diet Modification: Review therapeutic diet orders and modify patient orders to align with diet parameters while honoring patient preferences and aesthetics.

Quality Assurance: Ensure food quality and safety by testing food with a thermometer and using sensory evaluation to meet departmental standards for quality assurance and patient safety.

Problem Resolution: Act upon patient, family, or staff meal service requests, including resolving diet order issues, supplement changes, or special requests. Escalate requests to management when necessary.

Patient Nourishment: Manage patient nourishment, supplement, and tube-feeding delivery.

Data Management: Maintain accurate and updated patient information via the electronic diet office system and monitor operation-specific data.

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

Policy Adherence: Follow hospital and departmental policies, procedures, and foodservice regulations.

Multi-Tasking: Manage multiple tasks and handle pressure associated with time constraints due to delivery requirements.

Technology Proficiency: Use computerized diet order systems, Windows, Outlook, Word, and Excel spreadsheets effectively.

Bilingual Abilities: The ability to read, write, and speak another language is a plus.

Qualifications
Qualifications:

- Knowledge of specialized diets and menus.

- Ability to read, write, speak, and communicate effectively in English.

- High school education or equivalent experience.

- Customer service and/or call center experience is required, and healthcare setting experience is strongly preferred.

Why Choose Us:

Joining our team means working in a dynamic, supportive, and diverse environment. We value your skills, dedication, and commitment to excellence. You'll have opportunities to learn and grow in your career while contributing to the success of our organization. We offer a competitive benefits package and PTO accrual.

Apply Today:

If you're a compassionate and efficient communicator, committed to patient care, and looking for an opportunity to make a difference, apply for the Call Center Operator position at Brigham and Women's Hospital. Join us in our mission to provide high-quality patient food service.

Working Conditions:

Work in a fast-paced call center environment, which can be both challenging and rewarding.

EEO Statement
EEO Statement:

Brigham and Women's Hospital is an Equal Opportunity Employer, committed to diversity, and providing equal employment opportunities without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or disability. We ensure individuals with disabilities are provided reasonable accommodation to participate in the job application process.

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