Job Summary
This role works under the direction of the Manager of Patient Menu and Data Systems. The successful candidate will be responsible for providing excellent customer service to patients via the 4FOOD telephone line, documenting requests into the 4FOOD computer program, and dispatching them to the Service Delivery staff in a timely manner.
The ideal candidate will possess strong communication skills, attention to detail, and the ability to work under pressure. They will also be responsible for ensuring quality assurance by maintaining accuracy and timeliness of deliveries, following up on requests, and completing documentation.
The selected candidate will complete a 4FOOD training program, including telephone courtesy, and adhere to policies and procedures. They will also be responsible for coordinating input and reporting to facilitate patient menu processes, calculating daily intake for nutritional care plans, and assisting in training new employees and interns.
Key Responsibilities
1. Answer the 4FOOD Telephone Line Courteously
2. Document All Requests into the Computer Following Guidelines
3. Prioritize and Dispatch Requests to Staff
4. Monitor Delivery Progress and Request Additional Help if Needed
5. Help Prepare and Deliver Requests as Necessary
6. Ensure Food Service Quality by Directing Delivery Completion and Following Up
7. Document Order Completion in the System
8. Communicate with Supervisors about Patient-Specific Requests and Issues
9. Cover Staff during Breaks
10. Accurately Document Patient Information and Diet Orders, Ensuring Adherence to Nutritional Plans
11. Organize and Report on Special Protocols and Patient Needs
12. Train New Employees and Interns, Providing Feedback on Performance
13. Provide Excellent Customer Service and Maintain Effective Working Relationships
14. Adhere to Food Handling Policies and Be Flexible to Operational Needs
15. Manage Calls via the 4FOOD System, Using Coverage Schedules for Triage
16. Maintain Cleanliness of the Workspace and Use Equipment Responsibly
Requirements
* High School diploma or equivalent preferred
* Ability to read, write, and speak English
* Food service experience preferred
* Strong customer service and communication skills
* Attention to detail and ability to work under pressure
* Good computer and typing skills
* Basic math skills
* Task prioritization and flexibility
* Physical ability to lift and push (35 lbs+ with assistance)
Working Conditions
* Frequent standing, walking, lifting, carrying, occasional pushing, pulling, climbing, stooping, kneeling, crouching, crawling, reaching, handling, fingering, feeling, occasional foot use, and constant vision, talking, and hearing
Massachusetts General Hospital is an Equal Opportunity Employer, embracing diversity and ensuring accommodations for individuals with disabilities.