Call Center Supervisor - Greenville, NC

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930695

Vidant Medical Center

Part Time

Regular

Vidant Health

About Vidant Medical Center

Vidant Medical Center is a 900+ bed Level-1 Trauma Center, regional referral hospital and is the flagship hospital for Vidant Health. We serve as the teaching hospital for the Brody School of Medicine at East Carolina University. Vidant Medical Center provides acute, intermediate, rehabilitation and outpatient services to more than 1.4 million people in 29 counties. But it's in our work environment that you'll find our sense of family and closeness that permeates everything we do.

Responsibilities

  • Prepares daily/weekly employee schedules and assignments to ensure work is completed in an efficient and timely manner.
  • Oversees call center operators, host/hostesses, and ambassadors to ensure accuracy of meals ordered and that excellent customer services is maintained.
  • Involved with training of other staff members, dietetic interns, and other department personnel concerning day to day functions in the Food and Nutrition department.
  • Communicates effectively with staff, patients and families through demonstration of excellent customer service skills, through appropriate telephone courtesy and manners. The use of two patient identifiers must be used at all times to identify accuracy of patients' meal orders.
  • Performs clerical work for the department in the aspect of preparation for patient meal service through accurate menu processing, assisting patients with menu selections, utilizing customer relation skills, and maintaining computer skill/information in the Health Touch system.
  • Maintains and correctly files information for the call center.
  • Records all patient related information on the phone message log, completing all sections of the log with necessary information.
  • Maintains records of diet census information and tube feeding information daily. Tallies late trays and total trays served per mea and generates tally report and distributes to food production area
  • Oversees and assists with all functions in Health Touch to ensure that the following are correct: patient diet order, supplements, enteral products, and preferences. Ensures accuracy of EHR diet orders to diet orders in HealthTouch throughout the day. Ensures Food and Drug information and Food allergy information is accurately placed in HealthTouch.
  • Has an overall understanding of competencies and food permitted on therapeutic diets. Demonstrates the knowledge and skills necessary to identify and process correct diets and portions for all age groups from pediatrics through elderly adults. Demonstrates age appropriate communication skills for the patient population served.
  • Process AYR customer orders, including patient/family initiated orders and those patients needing assistance. Assist patients with telephone call backs or personal visitation as needed while ensuring adherence to all diet orders, determine which patients have not placed an order for that meal period, and initiate telephone or personal contact as appropriate. 
  • Take phone calls and fax orders for all food requests. Receive requests for diet changes via computer, fax; or written format during downtime. Make necessary diet changes, keep "Enter/Edit" computer screen and Room Service order system updated. Follow standard procedures for diet patterns.
  • Coordinate processing of AM and PM nourishment orders and print AM and PM nourishment labels. Process orders for patient requested nourishments.  Coordinate delivery of all tube feeding and oral supplement orders.
  • Complete other tasks throughout the department as needed.

Minimum Requirements

  • High School or equivalent is required.Must be able to read, write and speak English, Bilingual in Spanish is preferred. 
  • Related experience or education demonstrating knowledge of normal and modified diets and the Carbohydrate Counting and Protein Exchange Systems is required. One year if supervisory experiences of more than 5 people, and knowledge of how to write a schedule.
  • Nutrition education background or previous hospital food service, diet office, of clerical experience preferred.
  • 1 to 3 years experience is required.

Other Information

  •  1 part time vacancy, hours will be 5:30 am - 2:pm or 3:00 pm - 7:00 pm.   

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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