Be inspired. Be valued. Belong. At Emory Healthcare

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs
• And more

RESPONSIBILITIES:

Call Center Operations

• Answer incoming calls from patients and patient family members requesting meal orders.
• Utilize room service diet software to process patient meal orders accurately and efficiently.
• Guide patients and families through the meal ordering process and provide menu recommendations as appropriate.
• Redirect calls to appropriate departments when inquiries fall outside the scope of the role.

Patient Meal Order Coordination

• Ensure menu selections comply with the patient’s prescribed diet order.
• Process new diet orders, patient transfers, and discharges within the room service system.
• Process meal orders for patients who are unable to place orders by phone or who have preselected menu orders.
• Identify patients who have not ordered meals and proactively contact them to facilitate ordering or document meal refusal.
• Document patient food preferences in the room service diet software system.

Communication and Collaboration

• Communicate special dietary needs or concerns with nursing staff and other relevant departments.
• Monitor patient meal orders and notify the appropriate clinical dietitian of skipped meals or repeated small meal orders.
• Communicate operational concerns or patient-related issues to dietitians or management staff in a timely manner.
• Maintain a high level of interaction with patients and families while demonstrating strong customer service and service excellence standards.

Administrative Support

• Process nourishment orders and maintain labeling and tracking of tube feeding orders for assigned units.
• Monitor, collect, and record operational data for administrative and reporting purposes.
• Perform additional related duties as assigned to support departmental operations.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required.
• One (1) year of call center or related customer service experience required.
• Demonstrated skills in customer service, critical thinking, and problem solving.
• Strong written and verbal communication skills.
• Ability to make sound judgments while quickly processing information.
• Proficiency with computer systems and web-based software applications and the ability to adapt to evolving software programs and processes.
• Ability to read, write, speak, and communicate effectively in English.
• Ability to follow oral and written instructions and communicate clearly and professionally with patients, patient family members, hospital personnel, and team members.

PREFERRED QUALIFICATIONS

• Experience in food service, hospitality, or healthcare customer service environments.
• Knowledge of therapeutic or modified diets.
• Experience working in a healthcare or hospital setting.