Call Center Communication Specialist

Call Center Communication Specialist Department Overview

The Call Center Communication Specialist receives and documents meal orders from patients and visitors in the call center according to established procedures and enters them directly into the Food & Nutrition Services computer system. The specialist verifies that appropriate foods meet diet order parameters, discusses options with patient/family, maintains service expectations, and participates in conflict reconciliation between physician‑ordered diet and patient preferences.

The role includes performing arithmetical calculations for tube feeding and infant formula. The specialist also responds to inquiries from patients and staff about the OHSU Room Service Program, directs inquiries as necessary, explains processes and procedures to customers, and provides information about available services.

• Obtains meal orders from patients and visitors via telephone and transposes meal orders into the CBORD computer system. Verifies meal orders meet diet order parameters using EPIC, accesses EPIC Medicine Administrative Record to identify significant food‑medication interactions, and, if needed, notifies nursing staff. Processes diet requisitions.

• Documents required information accurately, efficiently, and consistently. Processes reports that compare food ordered with meal order.

• Adds, deletes, or changes information on manual or computerized systems to maintain accurate, complete, and current information.

• Coordinates Communication Center processes with Production, Tray line, and Meal Service Associates. Communicates effectively with employees in other departments.

• Acts as a liaison between Food & Nutrition, the patient, and nursing units; creates a culture of service excellence.

• Performs arithmetical computations for tube feeding/infant formula, including addition, subtraction, multiplication, and division; may rely on dietitians for more complicated percentages and fractions.

• Responds to inquiries from patients and staff about the OHSU room service program and services; directs inquiries as necessary; explains processes and procedures to customers; provides information about services available; receives incoming calls and routes them to appropriate staff.

• Other duties as assigned.

• 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.
• A bachelor's degree and 6 months of experience in a call center or customer service position.
• 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 perform service recovery with patients and their families throughout the shift.
• Ability to handle high volume phone calls during peak mealtimes, manage other tasks throughout the day (e.g., doing reports, entering menus, entering all nutrition products and supplements).
• Ability to multitask and use multiple software applications simultaneously.
• Must be able to perform the essential functions of the position with or without accommodation.

• Knowledge of EPIC electronic medical record and food service computer software system CBORD or other.
• Knowledge of percentages and fractions.
• Experience in a call center or customer service.
• Experience in a food service or food‑related industry.

Operate Monday‑Sunday 6:00 am to 9:00 pm; schedule varies; work in a room with 4‑5 other call center associates; noise related to printers and phone calls. Must be able to lift and carry 15 lbs (case of tube feeding product).