Call Center Associate

Emory Healthcare/Emory University

Atlanta, GA

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JOB DETAILS

SALARY

SKILLS

Administrative Skills, Blood-Borne Pathogens, Call Center Operations, Call Centers, Clinical Nursing, Communication Skills, Computer Skills, Computer Systems, Customer Support/Service, Dietetics, English Language, Environmental Work, Food Services, Genetics, Healthcare, Healthcare Customer Service, Hospital, Infectious Diseases, Internet Application, LaTeX Typesetting, Legal, Lift/Move 25 Pounds, Lift/Move 50 Pounds, Material Moving, Medical Waste, Nursing, Nutrition Therapy, Operational Communications, Operational Support, Order Processing, Patient Care, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Telephone Skills, Time Management, Typing, Willing to Travel, Writing Skills

LOCATION

Atlanta, GA

POSTED

Today

Overview

Be inspired. Be valued. Belong. At Emory Healthcare

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: + Comprehensive health benefits that start day 1 + Student Loan Repayment Assistance & Reimbursement Programs + Family-focused benefits + Wellness incentives + Ongoing mentorship, development, leadership programs + And more

Description

The Call Center Associate serves as the primary point of contact for patients and patient families placing meal orders through the hospital’s room service dining program. This role manages incoming calls, processes meal requests through room service diet software, and ensures that all menu selections align with the patient’s prescribed diet order. The associate guides patients and family members through the meal ordering process, provides menu suggestions when appropriate, and ensures a positive service experience. This position collaborates with nursing staff, clinical dietitians, and food service teams to ensure accurate meal ordering, adherence to dietary restrictions, and timely meal service. Individuals in this role maintain frequent communication with patients and families and are expected to demonstrate strong customer service skills while supporting efficient and patient-centered dining operations.

RESPONSIBILITIES:

Call Center Operations

+ Answer incoming calls from patients and patient family members requesting meal orders. + Utilize room service diet software to process patient meal orders accurately and efficiently. + Guide patients and families through the meal ordering process and provide menu recommendations as appropriate. + Redirect calls to appropriate departments when inquiries fall outside the scope of the role.

Patient Meal Order Coordination

+ Ensure menu selections comply with the patient’s prescribed diet order. + Process new diet orders, patient transfers, and discharges within the room service system. + Process meal orders for patients who are unable to place orders by phone or who have preselected menu orders. + Identify patients who have not ordered meals and proactively contact them to facilitate ordering or document meal refusal. + Document patient food preferences in the room service diet software system.

Communication and Collaboration

+ Communicate special dietary needs or concerns with nursing staff and other relevant departments. + Monitor patient meal orders and notify the appropriate clinical dietitian of skipped meals or repeated small meal orders. + Communicate operational concerns or patient-related issues to dietitians or management staff in a timely manner. + Maintain a high level of interaction with patients and families while demonstrating strong customer service and service excellence standards.

Administrative Support

+ Process nourishment orders and maintain labeling and tracking of tube feeding orders for assigned units. + Monitor, collect, and record operational data for administrative and reporting purposes. + Perform additional related duties as assigned to support departmental operations.

MINIMUM QUALIFICATIONS:

+ High school diploma or equivalent required. + One (1) year of call center or related customer service experience required. + Demonstrated skills in customer service, critical thinking, and problem solving. + Strong written and verbal communication skills. + Ability to make sound judgments while quickly processing information. + Proficiency with computer systems and web-based software applications and the ability to adapt to evolving software programs and processes. + Ability to read, write, speak, and communicate effectively in English. + Ability to follow oral and written instructions and communicate clearly and professionally with patients, patient family members, hospital personnel, and team members.

PREFERRED QUALIFICATIONS

+ Experience in food service, hospitality, or healthcare customer service environments. + Knowledge of therapeutic or modified diets. + Experience working in a healthcare or hospital setting. PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org . Please note that one week's advance notice is preferred.

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Division

_Emory Univ Hospital_

Campus Location

_Atlanta, GA, 30084_

Campus Location

_US-GA-Atlanta_

Department

_EUH Food & Nutrition_

Job Type

_Regular Full-Time_

Job Number

_166412_

Job Category

_Food Services_

Schedule

_11a-7pm_

Standard Hours

_36 Hours_

Hourly Minimum

_USD $18.00/Hr._

Hourly Midpoint

_USD $21.93/Hr._ Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.

About the Company

Emory Healthcare/Emory University

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