Food Service Assistant III - Call Center - Part Time - 20 Hrs. Weekly/40 Hrs. Biweekly - Rotating Shifts: 6:45am - 3:15pm and 11am - 7:30pm (Shifts could change based on business needs) - Every Other Weekend and Holiday Rotation - Newark Campus

Location: ChristianaCare Health System - Newark Campus
Department: Food & Nutrition Services
Schedule: Full-Time - Shifts: 6:45am - 3:15pm and 11am - 7:30pm (Shifts could change based on business needs)

Position Overview

ChristianaCare is seeking a customer-focused and compassionate Patient Dining Associate / Call Center Representative to serve as a critical connection between patients and nutritional services. In this role, you will collect patient meal selections, ensure menu choices comply with physician-ordered diets, process meal requests through the CBORD system, and deliver exceptional customer service that supports a positive patient experience.

The ideal candidate enjoys helping others, excels in a fast-paced environment, and has strong communication, organizational, and customer service skills.

Key Responsibilities

Patient Menu & Nutrition Support

• Receive and manage patient meal orders through the telephone menu ordering system.
• Explain the menu ordering process to patients using established nutrition service scripts.
• Guide patients in selecting menu items that align with prescribed dietary restrictions and nutritional requirements.
• Review and adjust menu selections in accordance with diet orders, facility guidelines, and the Diet Clerk Reference Manual.
• Make dietary modifications and age-specific menu adjustments following established nutrition standards.
• Calculate fluid allowances and prepare meal trays for patients with fluid restrictions.
• Communicate nutrition and food service-related concerns to management, technicians, and dietitians as needed.
• Respond to patient inquiries and provide timely service recovery when issues arise.

Customer Service & Patient Experience

• Demonstrate a "patient comes first" approach in every interaction.
• Provide professional, courteous, and compassionate service to patients, visitors, co-workers, and clinical staff.
• Promote patient satisfaction through effective communication and problem resolution.
• Participate in patient satisfaction initiatives and committee meetings as requested.

Meal Service Operations

• Utilize the CBORD food service management system to process patient meal orders and menu selections.
• Generate and review meal reports and nourishment reports as required.
• Support meal service operations during system downtime by manually reviewing and processing patient menus.
• Assist with meal tray preparation for patients with specialized dietary needs.

Sanitation & Safety

• Operate dishwashing and ware-washing equipment according to established safety and sanitation guidelines.
• Perform proper cleaning and sanitizing procedures in pot-washing and patient tray areas.
• Maintain compliance with departmental, regulatory, and organizational safety standards.
• Report safety concerns, hazards, or equipment issues promptly to leadership.

Additional Responsibilities

• Support Food & Nutrition Services operations as needed.
• Perform other duties as assigned.

Qualifications

Required

• High school diploma or GED equivalent.
• Strong customer service and communication skills.
• Basic computer proficiency.
• Ability to work effectively in a healthcare environment.

Preferred

• Six months of food service experience.
• Call center or telephone customer service experience.
• ServSafe Certification.
• Experience working in a hospital or healthcare setting.
• Experience using CBORD or similar food service management software.

Knowledge, Skills, and Abilities

• Knowledge of therapeutic and modified diets, calorie counts, and fluid restrictions.
• Ability to interpret diet orders and menu selections accurately.
• Strong verbal and written communication skills.
• Ability to perform basic mathematical calculations.
• Excellent interpersonal and customer service skills.
• Strong problem-solving and service recovery abilities.
• Ability to use computers, tablets (iPads), telephone systems, and food service software applications.
• Ability to exercise sound judgment, professionalism, and discretion when interacting with patients and staff.

Physical Requirements

• Ability to stand, walk, bend, stoop, lift, reach, carry, push, and pull throughout the workday.
• Ability to push and pull meal carts.
• Ability to safely serve and retrieve meal trays and maintain pantry areas.
• Must be able to hear, see, speak, and ambulate effectively.

Work Environment

Work is performed in pantry areas, nursing stations, and patient care units. Regular interaction with patients, visitors, nursing staff, and Food & Nutrition Services personnel is required. The position may involve exposure to infectious diseases, cleaning chemicals, food service equipment, and other hospital-related hazards.

Why Join ChristianaCare?

At ChristianaCare, our Core Values of Love and Excellence guide everything we do. Join a team dedicated to providing outstanding patient care, exceptional dining experiences, and compassionate service that makes a difference every day.

Apply today and become part of a team committed to enhancing the patient experience through exceptional nutrition and dining services.