Customer Service Representative

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Summary: Assures a high-level of patient satisfaction with regard to customer service, quality of food, accuracy of menu, timeliness of tray delivery and pick up, among other services by the department. Performs clerical and computer duties in order to provide high-quality meal service to assigned patients.

Job Description:

Essential Responsibilities:

1. Answers and processes telephone calls in a polite and courteous manner when dealing with all customers of the Call Center. Explains diet and assists patient with appropriate selections. When needed, assists patients in their rooms with completion of their menus. Encouraging selections from the menu to ensure nutritionally balanced meals.
2. Corrects patients' menus as needed to reflect changes in diet status. In event of manually taking diet orders, checks 24hr report sheet to assess changes in patient status which may affect accurate delivery of the meal (i.e. new admissions, discharges, transfers, etc). Communicates any special needs of patients or nursing to Food Service Manager, Dietitian or clinical nutrition department.
3. Delivers patients' meals directly to the patients, or other Room Service Associates on the nursing units. Prepares the patients bedside table for meal delivery Responds to questions from patients and /or family members regarding meals and/or menu selection process.
4. Prepares floor stock sheets according to established par levels. Gathers, delivers and puts away floor supplies in the nursing units kitchen. Being sure to rotate stock and discard outdated perishables. Keeps nursing kitchens and kitchen equipment clean and organized fill out HACCP sheets.
5. Mixes tube/special feedings according to item specific directions. Portions and labels tube/special feedings/supplements accurately. Maintains the clean and sanitary condition of the formulary room and equipment. Inventories supplements and formulary supplies in the store room prepares order list as necessary.

Required Qualifications:

1. Some High School required. Vocational or Technical training in Nutrition preferred.
2. 1-3 years related work experience required.
3. Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.

Preferred Qualifications:

1. Knowledge of basic therapeutic diets and experience in hospital food service operations.

Competencies:

1. Decision Making: Ability to make decisions that are based on specific instructions, standard practices and established procedures which generally require little or no supervision.
2. Problem Solving: Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements.
3. Independence of Action: Ability to follow general instructions and procedures as provided. Work is monitored by supervisor/manager.
4. Written Communications: Ability to read, and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively with patients, families and other medical center staff; and respond to basic questions.
5. Oral Communications: Ability to understand spoken English in order to follow basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions.
6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
7. Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
8. Customer Service: Ability to demonstrate a positive attitude and respond to requests in a timely and respectful manner.

Physical Nature of the Job:
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus

Pay Range:

$20.66 - $27.81

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.  Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled