Will call clerk job description

+ JOB REQUIREMENTS

+ Education

+ High school education or equivalent.

+ Experience

+ One year food service experience in a hospital food service similar to SBRMC. Diet office or patient diet experience preferred.

+ Physical

+ This is a safety sensitive position. Please see the St. Bernards Substance Abuse Policy for further information.

+ Normal hospital environment. Normal/corrected eyesight. Hearing within normal range. Uses computer, telephone, fax machine, and copier. Continuous sitting. Occasional lifting up to 10 lbs.

+ JOB SUMMARY

+ The Call Center staff is responsible for handling patient room service orders. The Call Center staff answers patient calls and enters meal orders into Stella, verifying the accuracy of patient information. She/he also answers menu questions, reports process and quality issues to management, and reports potential patient nutrition concerns to a registered dietitian. Employees in this position must be familiar with all menu offerings, diet variations and specifics of what may be ordered by patients based on the diet order. This position requires knowledge and understanding of basic diet orders and food allergies. Employees in this position must maintain a friendly and cheerful attitude at all times, reflecting the culture of healing which we promote. The Call Center is staffed to receive patient orders during all hours of room service operation. Telephone lines open at 7:00 AM for room service delivery. Room Service continues until telephone lines close at 7:00 PM. Delivery of meals ends at approximately 7:45 PM or with the delivery of the last order received at 7:00 PM. When on duty, if you must leave the Call Center, another staff member or management team member must be present to handle incoming calls. The Call Center will run the missed meal report three times per day, at the close of each "peak" meal period, (approximately 8:30 AM, 1:00 PM, 7:00 PM). If the patient chooses not to receive a meal, the Call Center will document this as a refused meal in our system. When a patient has refused two or more meals, the Call Center team will let the Dietitian know. Call Center staff will take whatever action necessary to maximize patient satisfaction with room service.

Employer Paid Benefits: $0 for employee only coverage

Medical / Dental / Vision / STD / LTD / Life / AD & D

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Title : Call Center Phone Clerk

Program : HealthPoint ABC – College Station, Texas

Beginning Salary : Based on Experience

Travel: 10% or less

Duties: Duties: Handle a high volume of inbound or outbound calls or both and utilize a telecommunications and computer information system to create a positive experience for each caller. Engage in active listening with callers, confirming or clarifying information to understand the reason for their call, address all questions or concerns, and provide an accurate and efficient response, including, but not limited to scheduling appointments, documenting, and communicating patient care inquiries to physicians, nursing staff and/or support staff via our EMR system and providing patient education per agency policies and procedures.

Able to work with diverse populations (patient, staff, physicians) under difficult and stressful situations. Supports a team approach. Demonstrates ability to maintain composure when confronted by difficult situations and respond professionally.

Success in this position requires one to be customer-focused, detail oriented, and efficient. Must be compassionate, respectful, reliable, knowledgeable, and adaptable to policy and procedure changes. Will assist with other duties as assigned.

Education:

Required:

• High School Diploma or GED

Preferred:

• Bilingual (Spanish/English).

Work Experience:

Preferred:

• 1-2 years’ experience in service-oriented position that is required telephone service for facility.

Licenses, Certificates or Registration:

• Required: Valid driver license and good driving record.

Covid-19 Vaccine Required

Mission: To provide evidence-based healthcare utilizing a patient empowered team approach resulting in individual wellness.

Vision: Best place for patients to receive care. Best place for providers to practice medicine. Best place for employees to work.

Values: Integrity, Respect, Empathy, Ethics, Excellence, Diversity, Safety, Professional.

+ The Call Center Clerk is directly responsible for taking all patient and patient guest meal orders over the telephone as well as orders placed by Host/Hostess or nursing on a patient's behalf. Their primary focus is to maintain high-level satisfaction as it relates to courteous, professional and customer focused call center etiquette.
The Call Center Clerk will be responsible for the following tasks:

+ Answering phone calls and assisting with patient selections.

+ Entering patient selections into a computer system and communicating the order in a way that the productions staff can understand.

+ Run reports and communicate needs to the hostess staff.

+ Enter accurate reports, orders, and billing information and communicate issues to supervisors or managers.

+ Follow up with patients who miss a meal and assist the patient ordering if needed.

+ Notify nursing if a patient has issues with a diet or missed meals.

+ Check menus for diet compliance and alter menus as needed.

+ Fill menus and clean the call center area.

+ The Call Center clerk will use a variety of technology to complete their job including: phones, computers, iPads, iPhones, cash register, and other forms of technology.

+ The Call Center Clerk must be able to sit for long periods of time while looking at a computer screen. The Call Center clerk may be on their feet occasionally standing or walking. The Call Center Clerk may have to walk on wet or uneven surfaces. They may be required to lift boxes of paper and fill menus. The majority of the time will be a sitting position, but occasionally may include bending, kneeling, crawling, lifting or reaching overhead or standing.

JOB QUALIFICATIONS

+ Education/Training/Experience:

+ PREFERRED:

+ High School Diploma or Equivalent

+ Customer Service Skills

+ Computer Skills

+ Pay Status:

+ NON-EXEMPT HOURLY

+ EEO Statement: Blessing Health System provides equal employment opportunities ( EEO ) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Blessing Health System complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Blessing Health System expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Blessing Health System's employees to perform their job duties may result in discipline up to and including discharge.

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