Customer Service Representative

Beth Israel Lahey Health is a health care organization focused on caring for patients, colleagues, and communities. The Customer Service Representative provides patient meal service, assists with menu selection and dietary needs, delivers meals and supplies, and maintains food service areas and equipment.

Responsibilities:

• Answers and processes telephone calls in a polite and courteous manner when dealing with all customers of the Call Center. Explains diet and assists patient with appropriate selections. When needed, assists patients in their rooms with completion of their menus. Encouraging selections from the menu to ensure nutritionally balanced meals
• Corrects patients' menus as needed to reflect changes in diet status. In event of manually taking diet orders, checks 24hr report sheet to assess changes in patient status which may affect accurate delivery of the meal (i.e. new admissions, discharges, transfers, etc). Communicates any special needs of patients or nursing to Food Service Manager, Dietitian or clinical nutrition department
• Delivers patients' meals directly to the patients, or other Room Service Associates on the nursing units. Prepares the patients bedside table for meal delivery Responds to questions from patients and /or family members regarding meals and/or menu selection process
• Prepares floor stock sheets according to established par levels. Gathers, delivers and puts away floor supplies in the nursing units kitchen. Being sure to rotate stock and discard outdated perishables. Keeps nursing kitchens and kitchen equipment clean and organized fill out HACCP sheets
• Mixes tube/special feedings according to item specific directions. Portions and labels tube/special feedings/supplements accurately. Maintains the clean and sanitary condition of the formulary room and equipment. Inventories supplements and formulary supplies in the store room prepares order list as necessary

Requirements:

• 1. Some High School required
• 1. 1-3 years related work experience required
• 1. Basic familiarity with computers
• Ability to navigate at a basic level within web-based applications
• 1. Decision Making: Ability to make decisions that are based on specific instructions, standard practices and established procedures which generally require little or no supervision
• 1. Problem Solving: Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements
• 1. Independence of Action: Ability to follow general instructions and procedures as provided. Work is monitored by supervisor/manager
• 1. Written Communications: Ability to read, and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively with patients, families and other medical center staff; and respond to basic questions
• 1. Oral Communications: Ability to understand spoken English in order to follow basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions
• 1. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations
• 1. Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services
• 1. Customer Service: Ability to demonstrate a positive attitude and respond to requests in a timely and respectful manner
• Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus
• Vocational or Technical training in Nutrition preferred
• 1. Knowledge of basic therapeutic diets and experience in hospital food service operations