Lead Nutrition Call Center (Full Time, Days)

Description

Job Summary

Under the guidance of the Food and Nutrition Services Patient Manager, supports the daily operations of Patient Room Services to ensure efficient and high-quality service delivery. Assists in managing the daily workflow of the diet office and nutrition call center operations. Monitors CBORD system processes to ensure accurate delivery of patient meals in accordance with prescribed diets. Serves as a liaison between room service staff, call center associates, patients, and nursing teams to facilitate clear communication and timely issue resolution. Maintains and updates databases, including recipes, food descriptions, allergen information, and system configurations to ensure accuracy and compliance. Troubleshoot and resolve issues within the food service system related to orders, dietary restrictions, and patient needs. Provides oversight and support to the nutrition associate team, ensuring adherence to service standards and operational procedures. Collaborates with clinical and operational teams to improve patient satisfaction and service efficiency.

Job Specific Duties

• Coordinates the tasks and oversees the duties of the Nutrition calls center Associates. Serves as a first level of escalation of operation issues for the team.
• Notifies management about damages or malfunctions and places service calls to plant operations or equipment service vendors as needed.
• Assists in the delivery of quality customer service to all patients and guests of Yummy Cafe by assuring full menu availability during hours of operation and certifying the NCHS iCREATE Values and Behaviors are followed.
• Helps drive service excellence by acting as a customer service champion and reviewing the department target goals, priority questions, and coaching/encouraging best practices with the staff.
• Assists with maintaining all records and reports (i.e, temperature logs, audits) in compliance with departmental guidelines and regulatory agency standards.
• Maintains a calm demeanor during periods of high volume or unusual events to set a positive example for the shift team.
• Responsible for identifying potential risks within area of responsibility and for supporting the problem resolution process.
• Responsible for ensuring the CBORD system database is up to date and interfaces with PEDS to minimize data errors. Maintains all recipes and ingredient lists with up-to-date information. Ensures compliance and purchasing preparation for all food items are added and updated on the software system.
• Resolves patient requests/complains or relays to appropriate staff (e.g. manager, dietitian, chef, or nursing staff).
• Prepares special diet trays, including but not limited to, ketogenic, diabetic, and eating disorder meals as prescribed by dietitians.
• Performs quality assurance on trays by checking temperature, portions, presentation, and documents per standards.
• Adheres to facility confidentiality, HIPPA and patient rights policies.
• Processes patient menu selections utilizing computerized diet office system. Ensures patient meal selections comply with prescribed diet order, nutritional adequacy, age, cultural background and religious practice
• Communicates pertinent information to dietitian. Informs supervisor of nourishments requested (milk, formula, cups) etc. by nursing; summarizes the requested supplies daily on the summary sheet prior to the end of shift.
• Covers all position while supporting coworkers breaks.

Qualifications

Minimum Job Requirements

• Active ServSafe Certification required within 30 days of hire
• 1-3 years of experience in health care, food service, and/or business operations

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
• Healthcare retail food service preferred.
• Food Safety Certificate preferred.
• Experience with CBORD system highly preferred.
• Knowledge of food safety.
• Ability to communicate well in English both verbally and in writing to request supplies, make printed signs and properly label food items.
• Ability to relate cooperatively and constructively with customers, peers, and other hospital personnel.
• Able to lead by example by demonstrating work habits that are aligned with NCHS policies and expectations.
• Able to use computers and ability to learn appropriate software application(s).
• Able to follow detailed written or verbal instructions.
• Ability to use computer to enter and access data appropriately; accurately relay information as requested.
• Displays positive customer service, fosters employee relations, and assures staff adheres to the Customer Service Behavioral Standards.
• Demonstrates good time management skills with respect to scheduling, assigned duties, and meeting productivity requirements.
• Critical thinking skills.
• Able to maintain confidentiality of all patient and guest sensitive information (example: HIPPA).
• Must be self-motivated, able to work in an unsupervised environment.
• Able to multitask i.e., performs data entry while answering customer calls.
• Able and available to work flexible hours that may include early mornings, evening, weekends, nights and holidays
• Knowledge of age-appropriate foods for patients.
• Ability to monitor patient allergies and take proper steps to prevent and ensure safety.

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