Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

CULINARY CALL CENTER ASSOCIATE:

Under the direction of the Culinary and Nutrition Care supervisor, answers Room Service calls from patients, families, and staff and makes calls to patient rooms as needed.  Using “Meals your way “computer program to order patient’s food, ensures patient selections are consistent with diet order.  Maintains computerized patient diet order information, processes reports, and completes other clerical functions.  Ensures cleanliness of work areas.  Performs other duties as assigned. 

ESSENTIAL FUNCTIONS:

• Effectively managing Inbound and outbound calls to ensure that calls wait times are mitigated.  

• Accurately manages position paperwork.  

• Navigates Meal your way program to assist patients, family, and staff in ordering meals, including receiving calls and handling outbound calls to ensure patients meals are managed in timely manner.  

• Negotiates with patients to optimize patient satisfaction while adhering to diet orders. 

• Prioritize patient calls to optimize patient satisfaction.  

• Follows correct hand hygiene procedures (sanitizes hands before wrapping silverware, etc.) 

• Utilizes appropriate scripting and responds to patients/internal and external customers. 

• effectively uses HEAL principle,  

• able to describe menu item ingredients, etc. 

• Effectively and safely uses position equipment, performing applicable cleaning/sanitation procedures (cleans high touch areas per guidelines, able to problem-solve software and printer malfunctions, maintaining white boards, I3 phone system, etc.) 

• Uses electronic patient medical record (EPIC) and patient menu software correctly. 

• Maintain white boards with most up to date information.  

• Use EPIC and VST for placing, reviewing, and screening for meal orders.  

Job Qualifications:

Able to sit for long periods of time in a shared office environment. 

Able to communicate effectively and follow oral and written instructions. 

Able to answer telephones. 

Computer and key board skills. 

Maintain Patient privacy and follow requirements of HIPPA.  

Able to maintain near 100% accuracy in processing patient meal orders.  

Able to describe menu items and diets. 

Able to problem solve software and printer malfunctions.  

• High school diploma or GED preferred
• At least 1 to 2 years Call center preferred
• Keyboarding skills preferred  
• 1 to 2 years of customer service experience preferred

Key Words:  food, nutrition, meal service, food service, room service, chef, sous chef, culinary, food prep