Call Center Rep
Tufts Medicine, Boston, MA, United States
GENERAL SUMMARY
Under general supervision, responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center complex using electronic telephone consoles. Performs routine duties that require exceptional computer skills, proper phone etiquette, proficiency in special dietary procedures, and knowledge of routine modified diets and combinations of diet modifications. Food service requests come through x62222 and hospitality and transport requests come through x64357.
PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS
As a call center representative, you will be a key member of the hospitality team providing excellent customer service in a fast‑paced high‑volume call center that handles multiple hospital services directly impacting patient care.
Maintain collaborative, team relationships with peers and colleagues to effectively contribute to achieving group goals and fostering a positive work environment.
Answer phone calls from hospital staff and patients in a timely and effective manner using the provided script.
Provide excellent customer service and problem solving when issues arise with housekeeping, transport, or food service requests.
Record any service failures in housekeeping, transport, and food service so that proper follow‑up can be completed and optimal patient care achieved.
Conduct patient rounds to assess adequacy of nutrition intake and resident satisfaction with meals; enter data into the patient connect application to address concerns.
Work cooperatively with food service staff to ensure conformance with nutrition prescriptions.
Review therapeutic diet orders and modify patient food orders to meet prescribed diet restrictions using the CBORD application.
Explain routine modified diets to staff and patients as needed.
Educate patients on diet modifications and related food restrictions.
Verify diet orders and allergies in CBORD via the Soarian database.
Defuse and address patient concerns to resolve hospitality services.
Track service improvement opportunities daily on the service log and escalate follow‑up items in real time.
Enter production inventory and food cost information using Microsoft Excel.
Enter housekeeping and transport requests using the FacilityFit Pro application.
Monitor the housekeeping pager and log any requests into the FacilityFit Pro application.
Follow up with all housekeeping calls by end of day to ensure completion and close them in FacilityFit Pro.
Check Tufts Medical Center emails for updates related to job functions and hospital policies.
Perform any other tasks as needed, directed by supervisory and management staff.
JOB REQUIREMENTS JOB KNOWLEDGE AND SKILLS
Perform repetitive tasks accurately under constant interruption and frequent pressure.
Strong work ethic; team mentality; ability to anticipate customer needs.
Pleasant telephone voice and manner.
EDUCATION
High school education with emphasis on spelling, pronunciation, and diction. Knowledge generally obtained through four years of high school.
JOB EXPECTATIONS
Willing to work extra hours with short notice and maintain flexible availability.
EXPERIENCE
Combined education and experience that provides proficiency in the responsibilities listed above.
Three to six months experience in a call center environment and/or related medical facility is a plus.
LICENSES, ETC.
Not applicable.
AGE SPECIFIC COMPETENCIES
Knowledge of growth and development; ability to interpret age‑specific data and respond to care; provide age‑specific communication.
WORKING CONDITIONS / PHYSICAL DEMANDS
Manual dexterity, eye‑hand coordination, good vision, pleasant voice, acute hearing, and prolonged sitting.
Constant glare from overhead lighting and eye irritation.
Frequent background noise from fire panel and pocket pagers.
Constant telephone contact with the general public, hospital and university staff, patients, and families.
COMPENSATION Base pay ranges from $17.00 to $20.77 per hour.
Tufts Medicine provides a comprehensive Total Rewards package supporting health, financial security, and career growth.
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PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS
As a call center representative, you will be a key member of the hospitality team providing excellent customer service in a fast‑paced high‑volume call center that handles multiple hospital services directly impacting patient care.
Maintain collaborative, team relationships with peers and colleagues to effectively contribute to achieving group goals and fostering a positive work environment.
Answer phone calls from hospital staff and patients in a timely and effective manner using the provided script.
Provide excellent customer service and problem solving when issues arise with housekeeping, transport, or food service requests.
Record any service failures in housekeeping, transport, and food service so that proper follow‑up can be completed and optimal patient care achieved.
Conduct patient rounds to assess adequacy of nutrition intake and resident satisfaction with meals; enter data into the patient connect application to address concerns.
Work cooperatively with food service staff to ensure conformance with nutrition prescriptions.
Review therapeutic diet orders and modify patient food orders to meet prescribed diet restrictions using the CBORD application.
Explain routine modified diets to staff and patients as needed.
Educate patients on diet modifications and related food restrictions.
Verify diet orders and allergies in CBORD via the Soarian database.
Defuse and address patient concerns to resolve hospitality services.
Track service improvement opportunities daily on the service log and escalate follow‑up items in real time.
Enter production inventory and food cost information using Microsoft Excel.
Enter housekeeping and transport requests using the FacilityFit Pro application.
Monitor the housekeeping pager and log any requests into the FacilityFit Pro application.
Follow up with all housekeeping calls by end of day to ensure completion and close them in FacilityFit Pro.
Check Tufts Medical Center emails for updates related to job functions and hospital policies.
Perform any other tasks as needed, directed by supervisory and management staff.
JOB REQUIREMENTS JOB KNOWLEDGE AND SKILLS
Perform repetitive tasks accurately under constant interruption and frequent pressure.
Strong work ethic; team mentality; ability to anticipate customer needs.
Pleasant telephone voice and manner.
EDUCATION
High school education with emphasis on spelling, pronunciation, and diction. Knowledge generally obtained through four years of high school.
JOB EXPECTATIONS
Willing to work extra hours with short notice and maintain flexible availability.
EXPERIENCE
Combined education and experience that provides proficiency in the responsibilities listed above.
Three to six months experience in a call center environment and/or related medical facility is a plus.
LICENSES, ETC.
Not applicable.
AGE SPECIFIC COMPETENCIES
Knowledge of growth and development; ability to interpret age‑specific data and respond to care; provide age‑specific communication.
WORKING CONDITIONS / PHYSICAL DEMANDS
Manual dexterity, eye‑hand coordination, good vision, pleasant voice, acute hearing, and prolonged sitting.
Constant glare from overhead lighting and eye irritation.
Frequent background noise from fire panel and pocket pagers.
Constant telephone contact with the general public, hospital and university staff, patients, and families.
COMPENSATION Base pay ranges from $17.00 to $20.77 per hour.
Tufts Medicine provides a comprehensive Total Rewards package supporting health, financial security, and career growth.
#J-18808-Ljbffr