Customer Experience Meal Order Representative
Company: Banner Health
Location: Phoenix
Posted on: June 12, 2021
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Job Description:
Primary City/State: Mesa, Arizona Department Name: Patient Meal Order Center-Corp Work Shift: Evening Job Category: Marketing and Communications Health care is constantly changing, and at Banner Health, we are
at the front of that change. We are leading health care to make the
experience the best it can be. We want to change the lives of those
in our care - and the people who choose to take on this challenge.
If changing health care for the better sounds like something you
want to be part of, we want to hear from you. The Patient Order Service Center (POSC) for Banner Health
answers inbound room service calls from hospital patients and their
families with a high level of personalized service in a customer
centric environment. As the Call Center Order Representative, you
will enter detailed patient order information into room service
order entry system ensuring accuracy of orders. You will access and
use database information to effectively meet the dietary needs of
the patients. The department is a fast-paced work environment with
a focus on details and patient satisfaction. Teamwork is a focus
for all department employees. The call center employees work is
designed to collectively meet Banner's goals emphasizing excellent
customer service and making a difference in our customer's
lives. In this role, you will process all room service related calls
and enter all daily patient meal selections and preferences for
multiple facilities and patient units. You will provide a high
level of customer service to callers. You will be accessing patient
menu orders within software system while providing knowledge of
appropriate menu items and makes suggestions to patients. You will
make outbound calls to patients who missed meals or need additional
services. Work Schedule: Full Time- 40 hours per week Shift Info: 10:30am-7:00pm with rotating weekends Your pay and benefits (Total Rewards) are important components
of your Journey at Banner Health. Banner Health offers a variety of
benefit plans to help you and your family. We provide health and
financial security options, so you can focus on being the best at
what you do and enjoying your life. Within Banner Health Corporate, you will have the opportunity to
apply your unique experience and expertise in support of a
nationally-recognized healthcare leader. We offer stimulating and
rewarding careers in a wide array of disciplines. Whether your
background is in Human Resources, Finance, Information Technology,
Legal, Managed Care Programs or Public Relations, you'll find many
options for contributing to our award-winning patient care. POSITION SUMMARY This position coordinates and processes all room service orders
and order entry for multiple facilities in a centralized call
center environment. Provides quality customer service and accurate
information to internal and external customers by efficiently
processing and responding to all incoming, outgoing,
interdepartmental & inter-facility room service related calls. This
position escalates calls to Culinary and Nutrition at each facility
when appropriate. Position accurately and efficiently enters
appropriate data into Culinary systems. CORE FUNCTIONS Processes all room service related calls. Enters or records all
daily patient meal selections and preferences for multiple
facilities and patient units. Understands and appropriately utilizes culinary systems as it
relates to modified diets, food and menu relating to patients.
Requests Diet Tech or Dietitian assistance when needed. Able to
read, understand and present to patients standard information for
prescribed diet. Accurately and efficiently processes a high volume of incoming,
outgoing and interdepartmental calls and responds to caller
requests in a professional, confidential and courteous manner.
Follows written and computer based procedures to ensure that calls
are processed according to facility guidelines. Provides excellent customer service on the phone and resolves
customer complaints effectively and efficiently. Demonstrates the
appropriate knowledge of diets, allergies and types of food to
better assist the caller. Utilizes Cerner (View Only) to follow-up with diet/allergy order
concerns to better assist the patient and nursing partners.
Understands when to make the appropriate changes in the food suite
when necessary. In compliance with JHACCO, completes daily missed meal reports/
outbound calls to ensure our patients have the proper nutrition.
Accurately prepares reports sent to the appropriate facility. Demonstrates the appropriate knowledge in using Banner's payment
system to collect revenue from callers, while also making sure we
are in compliance with Payment Card Industry Data Security Standard
(PCI DSS). MINIMUM QUALIFICATIONS High school diploma/GED or equivalent working knowledge.
Requires reading, writing and mathematical skills. Skills and knowledge of nutrition services as typically gained
through one to two years of related experience. Must possess
excellent customer service, oral and written communication,
listening skills and attention to detail to effectively interact
pleasantly and calmly with incoming callers. Must possess basic
computer skills, including familiarity with computer keyboards.
Must be able to effectively prioritize and make sound decisions
following established department policies, procedures and
standards. Ability to multi-task in a fast paced environment with
frequent interruptions. Must be able to learn and apply department
procedures as well as process calls within defined standards. Must
possess the ability to work cohesively in a team environment. PREFERRED QUALIFICATIONS Additional skills and knowledge in call center or food service
environments preferred. Bilingual skills preferred in some
assignments. Additional related education and/or experience preferred.
Keywords: Banner Health, Phoenix , Customer Experience Meal Order Representative, Other , Phoenix, Arizona
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