Job Title: Centralized Diet Office Representative
Department: Food & Nutrition Services
Location: Riedman Campus  100 Kings Hwy  Rochester
Hours Per Week: Per Diem / As Needed
Schedule: The Diet office is open between the hours of 5:00am and 7:30pm. Most often this per diem will be scheduled to work Weekday evenings 11a-7:30p or Weekends for morning or afternoon coverage
 

SUMMARY:

The Central Diet Office Representative is responsible for providing essential support in managing diet orders and maintaining accurate communication with patients, healthcare staff, and other disciplines. This role requires exceptional customer service when answering calls, addressing patient inquiries, and ensuring that diet orders are processed accurately and efficiently. This individual must possess a strong understanding of various diet orders, including restrictions and preferences, to relay the correct information to the Food and Nutrition team. Additionally, the Central Diet Office Representative must be proficient in using the menu software program to input and update diet orders, generate tray tickets, tally guides, etc. Exceptional communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment are essential to the success in this position. The role supports food service operations at designated RRH hospitals and long-term care centers by ensuring accuracy of patient menus, delivering timely reports to food service managers, and providing exceptional customer service to all callers.

RESPONSIBILITIES:

• Collaborates to deliver a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization.

• Enrolls and activates patient in menu selection program, including answering questions and/or resolving any user issues; escalating according to established process.

• Promote a positive and friendly work atmosphere where customer service and patient safety are top priorities.

• Acts as a liaison between Food Services and all other departments with respect to patient meals, diet orders, and floor stock.

• Promptly respond to phone calls from all customers (patients, nursing, and hospital departments)

• Accurately input and verify patient diet order, tube feeding, nourishments, food allergies, food preferences, and special services into patient file in order to generate a customized menu for each patient via menu software program.

• Adjust patient menu to meet appropriate nutrient and fluid allowances.

• Assist patients with meal selection via phone or through virtual care. Meal selections must be within the bounds of the patient diet order and take into account allergies and preferences.

• Provide operating reports to food service departments at designated times, and as requested: tray tickets, tally guides, nourishment list, tube feeding list/labels, etc.

• Ability to multi task and utilize multiple software programs at the same time

REQUIRED QUALIFICATIONS:

• High School Graduate or equivalent within 90 days of hire into the position

PREFERRED QUALIFICATIONS:

• Two (2) years customer service experience preferred, ideally in a health care setting.

• Associate degree

• Ability to multitask, handling phone conversations while accurately utilizing multiple programs in the computer while continuing to focus on the conversation.

• Experience with Microsoft applications (outlook, teams, etc.), Genesys, Computrition