Call Center Comm Specialist at Oregon Health & Science University in Portland, Oregon

Job Description:

Oregon Health & Science University

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.


Call Center Comm Specialist

US-OR-Portland

Job ID: 2024-31853
Type: Regular Part-Time
# of Openings: 1
Category: Food/Nutrition
Portland, OR (Marquam Hill)

Overview

• Obtains meal orders from patients and visitors via the telephone and transposes meal orders into CBORD computer system. Verifies meal orders meet diet order parameters using the EPIC system. Accesses EPIC Medicine Administrative Record to see if patient’s medication has significant food interaction, and, if so, notifies nursing staff. Processes diet requisitions.
• Documents required information accurately, efficiently and consistently. Processes reports that compare food ordered with meal order.
• Coordinates Communication Center processes with Production, Tray line and Meal Service Associates. Communicates with employees in other departments effectively.
• Acts as a liaison between Food & Nutrition, the patient and nursing units; and creates a culture of service excellence.
• Performs arithmetical computations for tube feeding/infant formula, including addition, subtraction, multiplication and division. May rely on dietitians for more complicated percentages and fractions.
• Adds, deletes, or changes information on manual or computerized system to maintain accurate, complete, and current information.
• Responds to inquiries from patients and staff about OHSU room service program and services; directs inquiries as necessary; explains processes and procedures to customers; provides information about services available; receives incoming calls and routes to appropriate staff.
• Provides high quality customer service to both external customers (Patients) and internal customers (OHSU health care providers and staff) that meet or exceeds the service standards of the health care industry.

Responsibilities

• An associate’s degree or certification in general office occupations or office technology and 1 year of experience in a call center or customer service position

• OR a bachelor's degree and 6 months of experience in a call center or customer service position

• OR equivalent education and experience.

• Experience in call center or customer service. Experience in food service or food related industry.

• Knowledge of the English Language sufficient for telephone communication with patients and staff.

• Ability to perform mathematical calculations: addition, subtraction, multiplication and division with the aid of a calculator.

• Must be able to work in a fast-paced production office environment, provide excellent customer service and service recovery with patients and patient families directly throughout the shift.

• Ability to handle high volume phones during peak meal times, manage other tasks throughout the day, i.e., doing reports, entering menus, enter all nutrition products and supplements.

• Use good judgment in decision making as to the appropriateness of the patient’s food choice in relationship to the diet order and the computer system. Make decisions based on the OHSU nutrition care manual, policy and procedures of Food & Nutrition Services, and follow standard operating procedures. Ability and flexibility to ongoing changes in daily work assignments and duties based on the needs of the department.

• Clear written and verbal English communication skills, ability and willingness to interact with all types of customers from unit staff, dietitians, medical staff personnel, patients and families at all levels.

• Must be able to learn all aspects of diet restrictions including which foods available fit into prescribed diets.

• Perform advanced problem solving and complex problem resolution.

• Computer proficiency to include the ability to learn new computer systems rapidly.

• High volume mouse work, typing speed of 35 wpm.

• Food Handlers Card

• Compliance with Code of Conduct, Respect in the workplace and Applicable policies, procedures and agreements related to position, department or OHSU as a whole

• Must be able to perform the essential functions of the position with or without accommodation

Qualifications

• Knowledge of EPIC electronic medical record and foodservice computer software system CBORD or other. Knowledge of percentages and fractions.
• ServSafe

PI251291855

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