STB - CALL CENTER CLERK

The Call Center staff is responsible for handling patient room service orders. The Call Center staff answers patient calls and enters meal orders into Stella, verifying the accuracy of patient information. She/he also answers menu questions, reports process and quality issues to management, and reports potential patient nutrition concerns to a registered dietitian. Employees in this position must be familiar with all menu offerings, diet variations and specifics of what may be ordered by patients based on the diet order. This position requires knowledge and understanding of basic diet orders and food allergies. Employees in this position must maintain a friendly and cheerful attitude at all times, reflecting the culture of healing which we promote. The Call Center is staffed to receive patient orders during all hours of room service operation. Telephone lines open at 7:00 AM for room service delivery. Room Service continues until telephone lines close at 7:00 PM. Delivery of meals ends at approximately 7:45 PM or with the delivery of the last order received at 7:00 PM. When on duty, if you must leave the Call Center, another staff member or management team member must be present to handle incoming calls. The Call Center will run the missed meal report three times per day, at the close of each “peak” meal period, (approximately 8:30 AM, 1:00 PM, 7:00 PM). If the patient chooses not to receive a meal, the Call Center will document this as a refused meal in our system. When a patient has refused two or more meals, the Call Center team will let the Dietitian know. Call Center staff will take whatever action necessary to maximize patient satisfaction with room service.