Call Center Specialist

Department Overview

The Call Center Communication Specialist receives and documents meal orders from patients and visitors in the call center according to established procedures and enter them directly into the Food & Nutrition Services computer system. The specialist will verify appropriate foods meet diet order parameters, discuss options with patient/family, maintain service expectations, and participate in conflict reconciliation between physician ordered diet and patient preferences. Perform arithmetical computations for tube feeding/infant formula. This position will also respond to inquiries from patients and staff about the OHSU Room Service Program and services, direct inquiries as necessary, explain processes and procedures to customers and provide information about services available.

Function/Duties of Position

• 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.

Required Qualifications

• 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.

Job Related Knowledge, Skills and Abilities (Competencies):

• Experience in call center or customer service.
• Experience in food service or food related industry 
• Knowledge of the English Language sufficient for telephone communication and written 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. Ability to multitask and use multiple software/applications at the same time.
• Must be able to perform the essential functions of the position with or without accommodation

Preferred Qualifications

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

Additional Details

Monday – Sunday 6:00 am – 9:00 pm; schedule varies; will be in room with 4-5 other call center associates; noise related to printers and phone calls.

 

Benefits:

• Healthcare Options - Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation- up to 200 hours per year depending on length of service
• Sick Leave- up to 96 hours per year
• 8 paid holidays per year
• Substantial Tri-met and C-Tran discounts
• Additional Programs including Tuition Reimbursement and Employee Assistance Program (EAP)

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact [email protected]