Job Details

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 enters them directly into the Food & Nutrition Services computer system. The specialist verifies appropriate foods meet diet order parameters, discusses options with patients/families, maintains service expectations, and participates in conflict reconciliation between physician ordered diet and patient preferences. They perform arithmetical computations for tube feeding/infant formula, respond to inquiries about the OHSU Room Service Program, direct inquiries as necessary, explain processes and procedures, and provide information to customers.

Relief employees must be available to work at least four (4) days per pay period as determined according to the department needs.

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 patients 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.
• Adds, deletes, or changes information on manual or computerized system to maintain accurate, complete, and current information.
• Coordinates Communication Center processes with Production, Tray line and Meal Service Associates. Communicates with employees in other departments effectively.
• 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.

Required Qualifications

• An associates 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.

Job Related Knowledge, Skills And Abilities (Competencies)

• 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.

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.

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-###-#### or ...@ohsu.edu.