Call Center Comm Specialist - Oregon Health & Science University

Department Overview:

OHSU is proud to be designated a Magnet hospital by the American Nurses Credentialing Center. Just 9 percent of U.S. healthcare organizations hold this designation. We pride ourselves in not only serving our community with the highest of accolades but also pushing a multifaceted mission that strives for excellence within the OHSU Culture.

 

OHSU is hiring! We offer a variety of benefits on top of joining a thriving organization:

• Medical, dental and vision coverage at low or no cost to employees
• Covered 100% for full-time employees and 88% for dependents
• Several retirement plans to choose from! – Oregon Public Service Retirement Plan and University Pension Plan, voluntary savings plans (403b, 401a and 457b)
• Up to 200 hours (equal to 25 full days) a year of paid time off 
• 96 hours of sick leave a year (prorated by FTE status) 
• Commuter subsidies
• Tuition reimbursement 
• Access to group life insurance, disability insurance and other supplemental benefits
• Annual Raises
• Employee discounts to local and major businesses
• Childcare service discounts
• Employee Resource Groups
• Growth/Development Opportunities

We want you, apply and work with us today! https://www.ohsu.edu/

 

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.

• Experience in call center or customer service. Experience in food service or food related industry.

• Knowledge of the English Language sufficient for telephone 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.

• Use good judgment in decision making as to the appropriateness of the patient’s food choice in relationship to the diet order and the computer system. Make decisions based on the OHSU nutrition care manual, policy and procedures of Food & Nutrition Services, and follow standard operating procedures. Ability and flexibility to ongoing changes in daily work assignments and duties based on the needs of the department.

• Clear written and verbal English communication skills, ability and willingness to interact with all types of customers from unit staff, dietitians, medical staff personnel, patients and families at all levels.

• Must be able to learn all aspects of diet restrictions including which foods available fit into prescribed diets.

• Perform advanced problem solving and complex problem resolution.

• Computer proficiency to include the ability to learn new computer systems rapidly.

• High volume mouse work, typing speed of 35 wpm.

• Food Handlers Card

• Compliance with Code of Conduct, Respect in the workplace and Applicable policies, procedures and agreements related to position, department or OHSU as a whole

• 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.
• ServSafe

Additional Details:

Pay Range: $21.81 - $29.09 per hour (Commensurate with qualifications, experience and internal equity)

• will be in room with 4-5 other call center associates; noise related to printers and phone calls.

• Must be able to lift and carry 15 lbs. (case of tube feeding product).

All are welcome:Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.