Department: 16008300 Nutrition Services Call Center
Shift: Day/Evening (United States of America)
Hours: 12
Contract: SEIU-4-Abbott Northwestern Service Workers
Weekend Rotation: Every Other
Job Profile Summary: The Dietary Call Center Representative assists patients and their family members with meal ordering via the telephone. The Representative follows nutritional guidelines for each patient's diet order to ensure all order modifications are being met and appropriate recommendations are being made to the patient.
Job Description:

Principle Responsibilities

• Responds to incoming calls and facilitates the patient meal order process and procedures.
  • Process room service patient orders working directly with patient, staff or family. Follows the guidelines of identifying patient to room, informing caller of the diet ordered, taking order, offering appropriate condiments and reading back the menu.
  • Follows specific diet guidelines as well as tray guidelines. Makes suggestions to assist patients in their selections for diet compliance and appropriate tray guidelines.
  • Places call backs to patients who have not ordered for each meal period, and note in HealthTouch. Notify medical staff if a Carb Controlled patient cannot be reached or is refusing to eat and documents in HealthTouch.
• Follows nutritional guidelines for each patient's diet order.
  • Adheres to the patient's nutritional guide as orders are placed.
  • Requests diet check when there is not a diet indicated for a patient.
  • Follows the added notes section of each patient record.
• Processes orders for guest trays and default trays.
  • Processes Guest tray orders, Courtesy Cart orders and all out patient orders with accurate data, including correct room numbers, order information, order for correct hospital and any other details for the order.
  • Assists with default meals for non-select patients prior to meal period, ensuring the default meal selected meets all criteria of diet order. Makes adjustments as needed to be compliant with diet order.
  • When entering default menus, check out board and diet order with the default meal to confirm the HT default meal is compliant with diet order, allergies and there is nothing on the out board that is in the default meal.
• Maintains high customer service skill levels at all times while processing order requests.
• Other duties as assigned.

Job Requirements

• High School or GED required
• Nutrition background preferred
• Required 2 years experience in healthcare and/or customer service

Leadership Capabilities

• See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission.
  • I know where Allina is going and how my role fits into this picture
  • I capture important lessons and share them to foster innovation
  • I am good at anticipating the implications of my decisions
  • I understand and apply the disciplines of continuous improvement
• Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success.
  • I help my team connect to the broader mission
  • I see and fulfill my role in motivating the team around me
  • I celebrate success and help my partners see what is possible with change
  • I call out and address unexpected roadblocks or problems
• Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves.
  • I role-model self-care and ongoing development
  • I share my knowledge and coach others to foster growth and success
  • I demonstrate enthusiasm for learning
  • I candidly advocate for the resources I need
  • I support my colleagues in their development and growth
• Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation.
  • I take ownership of outcomes and fulfillment of goals
  • I facilitate adjustments to assure positive results
  • I work with a sense of urgency, concern and determination
  • I use well-grounded approaches to create sustainable solutions repeatedly
  • I engage and foster improvements to impact safety, quality, and efficiency
• Succeed Together: Connect with others authentically. Recognize the value of each individual and seek diverse points of view. Collaborate to succeed together.
  • I consider how decisions might impact my colleagues
  • I am generous in my commitment to supporting the needs of my partners
  • I respect others’ opinions, praise good work and encourage all team members to be involved
  • I seek common ground and work to create mutually beneficial outcomes

Functional Competencies

• Analytical Thinking: Uses basic logic and common sense to arrive at solutions.
• Business Impact: Role has impact on the department.
• Communication Skills: Able to communicate well in straight-forward situations.
• Company Knowledge: Understands his/her own job and how the role interacts with his/her team.

Physical Demands
Light Work:
Lifting weight Up to 20 lbs. occasionally, Up to 10 lbs. frequently

Additional Job Description:

• Ability to work in high volume call office
• Great communication skills and ability to diffuse situational conversations that become heightened.
• Ability to navigate multiple computer programs with high proficiency
• Maintain a minimum of 70 to 80 incoming calls per 4 hour meal period as well as 35 to 45 call backs each meal period
• Proficient in ability to read, write, and speak English
• Previous Food Service or Call Center experience preferred
• Tues 615a-245p / Sat & Sun 230-630p / Thurs 615a-245p