Call Center Associate

Description

The Call Center Associate serves as the primary point of contact for patients and patient families placing meal orders through the hospital’s room service dining program. This role manages incoming calls, processes meal requests through room service diet software, and ensures that all menu selections align with the patient’s prescribed diet order.

The associate guides patients and family members through the meal ordering process, provides menu suggestions when appropriate, and ensures a positive service experience. This position collaborates with nursing staff, clinical dietitians, and food service teams to ensure accurate meal ordering, adherence to dietary restrictions, and timely meal service.

Individuals in this role maintain frequent communication with patients and families and are expected to demonstrate strong customer service skills while supporting efficient and patient-centered dining operations.

RESPONSIBILITIES:

Call Center Operations

• Answer incoming calls from patients and patient family members requesting meal orders.
• Utilize room service diet software to process patient meal orders accurately and efficiently.
• Guide patients and families through the meal ordering process and provide menu recommendations as appropriate.
• Redirect calls to appropriate departments when inquiries fall outside the scope of the role.

Patient Meal Order Coordination

• Ensure menu selections comply with the patient’s prescribed diet order.
• Process new diet orders, patient transfers, and discharges within the room service system.
• Process meal orders for patients who are unable to place orders by phone or who have preselected menu orders.
• Identify patients who have not ordered meals and proactively contact them to facilitate ordering or document meal refusal.
• Document patient food preferences in the room service diet software system.

Communication and Collaboration

• Communicate special dietary needs or concerns with nursing staff and other relevant departments.
• Monitor patient meal orders and notify the appropriate clinical dietitian of skipped meals or repeated small meal orders.
• Communicate operational concerns or patient-related issues to dietitians or management staff in a timely manner.
• Maintain a high level of interaction with patients and families while demonstrating strong customer service and service excellence standards.

Administrative Support

• Process nourishment orders and maintain labeling and tracking of tube feeding orders for assigned units.
• Monitor, collect, and record operational data for administrative and reporting purposes.
• Perform additional related duties as assigned to support departmental operations.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• One (1) year of call center or related customer service experience required.
• Demonstrated skills in customer service, critical thinking, and problem solving.
• Strong written and verbal communication skills.
• Ability to make sound judgments while quickly processing information.
• Proficiency with computer systems and web-based software applications and the ability to adapt to evolving software programs and processes.
• Ability to read, write, speak, and communicate effectively in English.
• Ability to follow oral and written instructions and communicate clearly and professionally with patients, patient family members, hospital personnel, and team members.

PREFERRED QUALIFICATIONS

• Experience in food service, hospitality, or healthcare customer service environments.
• Knowledge of therapeutic or modified diets.
• Experience working in a healthcare or hospital setting.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.