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Customer Service Rep Wfh 🔥


Description

SHIFT: Work From Home
SCHEDULE: Full-time

MEDICAL CITY PLANO

POSITION DESCRIPTION

DEPT NO.

800


DEPARTMENT:

Nutrition & Food Service

POSITION TITLE: Customer Service Representative

FLSA CLASS: Non - Exempt


POSITION SUMMARY: Obtains orders for patient meals.

POSITION COMPETENCIES: Competencies associated with each position are a combination of hospital-wide

and department specific standards. Competencies are evaluated initially during each employee's Introductory

Period using the Competency Validation Checklist. Thereafter, competencies are assessed on an on-going basis and

formally documented using the Annual Performance Evaluation Form.

HOSPITAL WIDE CORE COMPETENCIES:

  • Three Pillars (Exceptional Clinical Quality, Unparalleled Service, and Stewardship)

- Environment of Care - Employee Health and Safety

- Infection control - Leadership Initiative

- Patient Rights - Excellence Always

- Ethics and Code of Conduct - Human Resources

- Information Management - Performance Improvement/Patient Safety

ORGANIZATIONAL RANKING:

Reports To: Lead Host/Supervisor/Patient Services Manager

Employees Supervised: None

JOB FUNCTIONS: Every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these are the only duties the incumbent will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is a logical assignment to the position.

POSITION RESPONSIBILITIES:

  • Adherence of Standards of Operation.
  • Obtain meal orders from pediatric, adolescent, adult patients and visitors in an efficient and timely manner
  • Accurately receives and processes incoming diet and formula orders
  • Enters all orders into the Food Service Computer System for menu and formula processing
  • Accurately process credit card payments for guest trays using online system
  • Follow established safety, HACCP, and infection control policies and procedures
  • Communicate with members of the healthcare team, including nurses, dietitians, and physicians
  • Train new CSRs
  • Perform other duties as assigned

MEASURES OF EFFECTIVENESS:

  • As observed by manager and others.
  • Review of documentation.
  • Patient care and/or department service is delivered in a safe, competent, and efficient manner as determined by outcomes, quality monitors, and other internal and external processes.
  • Conduct and interpersonal relationships contribute positively to the delivery of quality care and services, and to orderly operation of the department and the facility.
  • Skills are maintained and enhanced through consultation with interdisciplinary team members, participation in planning activities, and attendance at in-service and continuing education programs.

POSITION REQUIREMENTS/QUALIFICATIONS:

Education: High school diploma/GED preferred

Licensure/certification/registration: Food Handlers Certificate within 30 days of employment

Experience: Minimum of 2 years customer service experience in high volume call center, hotel, concierge or guest service required

Prior Food Service or Prior Customer Service Experience preferred

Special Skills & Qualifications: Strong communication skills, both verbal and written

Bilingual preferred, but not required

Computer skills, Multi-line telephone system experience required

Must possess math, reasoning and organizational skills

Must be able to work in a fast paced environment and meet customer and organizational demands

AGES OF PATIENTS SERVED: 1 - 11 years (Child/Pediatric); 12 -17 years (Adolescent); 18 - 64 years

(Adult); 65 years and older (Geriatric)

MENTAL AND EMOTIONAL REQUIREMENTS: The incumbent must manage stress appropriately, make decisions under pressure, manage anger/fear/hostility/violence, handle multiple priorities and be able to work alone.

ENVIRONMENTAL CONDITIONS: The incumbent may be exposed to toxics/caustics/chemicals/detergents,

extreme conditions hot/cold (30F-115F), potential electrical shock and moving mechanical parts. The incumbent will spend more than75% of their time indoors.

PHYSICAL DEMANDS: MEDIUM WORK: Lifting 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 25 lbs. This position also requires that the incumbent, on some occasions, must be able to lift and/or carry items up to 25 pounds, push or pull items having a maximum weight of 50 pounds and be able to stoop, bend or kneel as necessary. During normal execution of the responsibilities of this job, the incumbent will sit approximately 10% of the time, stand 10% of the time and walk 80% of the time. This position will also require repetitive arm/hand movements and the incumbent must have visual acuity for near objects.

Qualifications

MEDICAL CITY PLANO

POSITION DESCRIPTION

DEPT NO.

800


DEPARTMENT:

Nutrition & Food Service

POSITION TITLE: Customer Service Representative

FLSA CLASS: Non - Exempt


POSITION SUMMARY: Obtains orders for patient meals.

POSITION COMPETENCIES: Competencies associated with each position are a combination of hospital-wide

and department specific standards. Competencies are evaluated initially during each employee's Introductory

Period using the Competency Validation Checklist. Thereafter, competencies are assessed on an on-going basis and

formally documented using the Annual Performance Evaluation Form.

HOSPITAL WIDE CORE COMPETENCIES:

  • Three Pillars (Exceptional Clinical Quality, Unparalleled Service, and Stewardship)

- Environment of Care - Employee Health and Safety

- Infection control - Leadership Initiative

- Patient Rights - Excellence Always

- Ethics and Code of Conduct - Human Resources

- Information Management - Performance Improvement/Patient Safety

ORGANIZATIONAL RANKING:

Reports To: Lead Host/Supervisor/Patient Services Manager

Employees Supervised: None

JOB FUNCTIONS: Every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these are the only duties the incumbent will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is a logical assignment to the position.

POSITION RESPONSIBILITIES:

  • Adherence of Standards of Operation.
  • Obtain meal orders from pediatric, adolescent, adult patients and visitors in an efficient and timely manner
  • Accurately receives and processes incoming diet and formula orders
  • Enters all orders into the Food Service Computer System for menu and formula processing
  • Accurately process credit card payments for guest trays using online system
  • Follow established safety, HACCP, and infection control policies and procedures
  • Communicate with members of the healthcare team, including nurses, dietitians, and physicians
  • Train new CSRs
  • Perform other duties as assigned

MEASURES OF EFFECTIVENESS:

  • As observed by manager and others.
  • Review of documentation.
  • Patient care and/or department service is delivered in a safe, competent, and efficient manner as determined by outcomes, quality monitors, and other internal and external processes.
  • Conduct and interpersonal relationships contribute positively to the delivery of quality care and services, and to orderly operation of the department and the facility.
  • Skills are maintained and enhanced through consultation with interdisciplinary team members, participation in planning activities, and attendance at in-service and continuing education programs.

POSITION REQUIREMENTS/QUALIFICATIONS:

Education: High school diploma/GED preferred

Licensure/certification/registration: Food Handlers Certificate within 30 days of employment

Experience: Minimum of 2 years customer service experience in high volume call center, hotel, concierge or guest service required

Prior Food Service or Prior Customer Service Experience preferred

Special Skills & Qualifications: Strong communication skills, both verbal and written

Bilingual preferred, but not required

Computer skills, Multi-line telephone system experience required

Must possess math, reasoning and organizational skills

Must be able to work in a fast paced environment and meet customer and organizational demands

AGES OF PATIENTS SERVED: 1 - 11 years (Child/Pediatric); 12 -17 years (Adolescent); 18 - 64 years

(Adult); 65 years and older (Geriatric)

MENTAL AND EMOTIONAL REQUIREMENTS: The incumbent must manage stress appropriately, make decisions under pressure, manage anger/fear/hostility/violence, handle multiple priorities and be able to work alone.

ENVIRONMENTAL CONDITIONS: The incumbent may be exposed to toxics/caustics/chemicals/detergents,

extreme conditions hot/cold (30F-115F), potential electrical shock and moving mechanical parts. The incumbent will spend more than75% of their time indoors.

PHYSICAL DEMANDS: MEDIUM WORK: Lifting 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 25 lbs. This position also requires that the incumbent, on some occasions, must be able to lift and/or carry items up to 25 pounds, push or pull items having a maximum weight of 50 pounds and be able to stoop, bend or kneel as necessary. During normal execution of the responsibilities of this job, the incumbent will sit approximately 10% of the time, stand 10% of the time and walk 80% of the time. This position will also require repetitive arm/hand movements and the incumbent must have visual acuity for near objects.

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