Hybrid Call Center Communication Specialist

at Oregon Health & Science University Foundation

• Job title: Call Center Communication Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: $22 - $29 per hour
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, United States

About the role

• Call Center Communication Specialist managing meal orders and inquiries for OHSU's Food & Nutrition services. Requires customer service experience in a fast-paced environment with strong communication skills.

Responsibilities

• Receives and documents meal orders from patients and visitors in the call center according to established procedures and enter them directly into the Food & Nutrition Services computer system.
• Verifies appropriate foods meet diet order parameters, discuss options with patient/family, maintain service expectations, and participate in conflict reconciliation between physician ordered diet and patient preferences.
• Performs arithmetical computations for tube feeding/infant formula.
• Respond to inquiries from patients and staff about the OHSU Room Service Program and services, direct inquiries as necessary, explain processes and procedures to customers and provide information about services available.
• Obtains meal orders from patients and visitors via the telephone and transposes meal orders into CBORD computer system.
• Verifies meal orders meet diet order parameters using the EPIC system.
• Processes diet requisitions and documents required information accurately, efficiently and consistently.

Requirements

• An associate’s degree or certification in general office occupations or office technology and 1 year of experience in a call center or customer service position; OR A bachelor's degree and 6 months of experience in a call center or customer service position; OR Equivalent education and experience.
• Knowledge of the English Language sufficient for telephone communication and written communication with patients and staff.
• Ability to perform mathematical calculations: addition, subtraction, multiplication and division with the aid of a calculator.
• Must be able to work in a fast paced production office environment, provide excellent customer service and service recovery with patients and patient families directly throughout the shift.
• Ability to handle high volume phones during peak meal times, manage other tasks throughout the day i.e. doing reports, entering menus, enter all nutrition products and supplements.
• Ability to multitask and use multiple software/applications at the same time.
• Must be able to perform the essential functions of the position with or without accommodation.