Nutritional Svcs Rep
South Bend-IN-46601-United States
Reports to the Nutritional Services Manager/Supervisor. Under general management, receives incoming phone calls from guests (i.e., patients, visitors, etc.) in the Nutritional Services Call Center and assists guests with their meal order(s). Informs guests of the available food choices by effectively using CBORD and Cerner PowerChart Computer technology. In all areas of responsibility, acts as a representative of Beacon Health System and strives to make a good first impression and provide world class service.
MISSION, VALUES and SERVICE GOALS
- MISSION: We deliver outstanding care, inspire health, and connect with heart.
- VALUES: Trust. Respect. Integrity. Compassion.
- SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.
Serves as first contact for phone calls coming into the Nutritional Services Call Center and informs guests (i.e., patients, visitors, etc.) of food choices available for their meal(s) by:
- Effectively using the CBORD software to assist patients and guests with their meal order(s).
- Completing meal orders accurately and informing the kitchen of the order in a timely manner.
- Assisting patients with their meal order by notifying them of the food choices that are acceptable according to their diet order. May need to visit patients for menu selection if necessary.
- Verifying and adjusting meal orders as necessary.
- Receiving and assessing a high volume of incoming phone calls using current/accurate knowledge of the department/organization and its services.
- Speaking clearly, concisely, with a pleasant tone and respectfully to all callers. Also, ensuring that Beacon Health System's policy on confidentiality is strictly adhered to.
- Utilizing good judgment and maintaining one's composure in any stressful situation.
- Communicating appropriate information to the Supervisor, Manager and/or team members when necessary and writing all messages legibly.
Maintains the work area and equipment in an orderly manner by:
- Reporting to the Manager regarding possible equipment replacement and equipment malfunctions.
- Keeps Call Center neat, clean and organized.
Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
- Demonstrating a commitment to department performance improvement by conducting oneself according to Beacon's values.
- Advising other team members, throughout the shift and at the end of the shift, about any pending or high-priority situations as necessary.
- Acting as a representative of Beacon Health System and striving to make a good first impression.
- Communicating with the Supervisor (or Manager) regarding any concerns or problems in a timely manner.
- Working in a positive, pro-active and cooperative manner with guests and team members when providing information, seeking assistance or clarification and resolving problems.
- Assisting with the training of new team members as directed.
- Completing other job-related duties as assigned which may include tray delivery and stock gathering, tallying and delivery as needed.
ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
- Attends and participates in department meetings and is accountable for all information shared.
- Completes mandatory education, annual competencies and department specific education within established timeframes.
- Completes annual employee health requirements within established timeframes.
- Maintains license/certification, registration in good standing throughout fiscal year.
- Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
- Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
- Adheres to regulatory agency requirements, survey process and compliance.
- Complies with established organization and department policies.
- Available to work overtime in addition to working additional or other shifts and schedules when required.
Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
- Leverage innovation everywhere.
- Cultivate human talent.
- Embrace performance improvement.
- Build greatness through accountability.
- Use information to improve and advance.
- Communicate clearly and continuously.
Education and Experience
- The knowledge, skills and abilities as indicated below are acquired through the successful completion of a high school diploma or equivalent is preferred. Must be a minimum of 17 years of age. A minimum of two years of experience in a position requiring public contact and exceptional customer service is preferred (i.e., customer service, call center, telephone usage, etc.). Prior knowledge of CBORD software or working knowledge utilizing a complex computer system that interfaces diet orders and nutrition software is preferred. Completion of Medical/Nutrition Diet Therapy training is also preferred.
Knowledge & Skills
- Requires a solid understanding of the meal ordering process and the ability to effectively prioritize workload to handle incoming phone calls and take meal orders accurately.
- Requires basic office and keyboarding skills and the ability to use basic office equipment (i.e., computer, printer, fax machine, calculator, etc.) specific to the department's needs.
- Demonstrates proficient computer skills (i.e., data entry, word processing and spreadsheets). Requires the ability to use multiple databases such as CBORD and Cerner PowerChart.
- Requires ability to meet service goals of 24 to 30 patient diet order entries in 1 hour and to keep the abandoned call rate at less than 5%.
- Requires detailed knowledge of therapeutic diets necessary to verify and adjust patient's meal order.
- Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous, friendly, caring and sincere manner. Also, demonstrates the ability to maintain effective working relationships with team members.
- Requires the communications skills necessary to follow verbal and written instructions and to read and write English legibly. Must speak clearly, concisely, with a pleasant tone and respectfully.
- Requires the necessary reading and comprehension skills to efficiently process information and to use materials and reference manuals to locate information. Also, shows a willingness to learn, and the ability to grasp operational concepts.
- Demonstrates good listening skills with sensitivity to individuals who do not speak English as their first language, or have speech difficulties or challenges.
- Requires effective telephone skills and demonstrates the verbal communication skills needed to communicate in a clear and effective manner when answering patients' questions and communicating with other departments, team members and the public.
- Requires the ability to strictly follow Beacon Health System's policy on confidentiality. Also, requires the ability to be aware of the need to lower one's voice in certain situations.
- Requires good organization skills and the ability to pay close attention to details.
- Able to compile, tally and gather stock for host position.
- Able to fill in for tray assembly and tray delivery as needed.
- Attend diet training course and pass the competency test.
Working Conditions
- Works in an office environment and in kitchen as needed.
- Requires a flexible work schedule (including evenings, nights and weekends) that meets the needs of the department.
- Must be effective in an environment that frequently deals with stressful situations and important deadlines and schedules.
Physical Demands
- Requires the physical ability and stamina (i.e., to walk moderate distances, climb stairs, lift up to 50 pounds, reach, bend, stoop, twist, etc.) to perform the essential functions of the position.
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