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NEWTON-WELLESLEY HOSPITAL CRITERIA BASED JOB DESCRIPTION
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TITLE: Lead Room Service Call Center Representative HR ID# 01-8053-189
DEPARTMENT: Nutrition and Food Service REPORTS TO: Room Service Manager
DATE DESCRIPTION LAST REVISED/APPROVED: April 26, 2018
JOB SUMMARY:
Function as the lead person in the Room Service Call Center providing guidance for daily operations and act as a liaison to the clinical care areas.
Perform functions necessary to provide meals to patients in accordance with the therapeutic diet order while considering the patient preferences.
Maintain Call Center records accurately to ensure the process functions efficiently and in a timely manner.
Perform necessary tasks utilizing hospital and department computer systems to enhance meal service provided to patients.
Participate in department quality improvement activities through problem identification and resolution.
Assist in coordinating functions and activities of the Call Center.
Collaborate in the establishment of work schedules and work flow patterns for Call Center staff.
Responsible for finding coverage for employees who call out during shift.
Assist in the provision of the education modules in safety, sanitation, environmental control standards and areas pertinent to food production processes and procedures.
Prepare periodic reports and documents for supervisors.
Provide input into the evaluations of Room Service Staff.
ESSENTIAL FUNCTIONS
o Perform the necessary tasks using CBORD and Epic Systems.
o Maintain patient information in CBORD accurately and in a timely manner.
o Perform downtime procedures consistently and accurately according to Department procedures.
o Communicate patient concerns with follow through including necessary documentation in a complete and timely manner.
o Assure stock of Room Service and Mental Health menus is maintained; assist Room Service Ambassadors with stocking of menus on the floors.
o Assists with daily oversight of our timekeeping system. Instruct staff on the Time Card Edit Form process when they appear on the Action List.
o Check Trayline for accuracy of meals when assigned by Manager.
o Assist with problem solving between the Call Center and production staff including the Executive Chef.
o Responsible for ordering uniforms for Food Service personnel and for maintaining documentation on purchases, inventory and distribution.
o Assist in the coordination of training and in-service education of staff pertinent to hospital and departmental issues.
o Maintain close cooperation and liaison between other hospital departments to provide coordination of activities pertinent to Room Service operations.
o Assist with the orientation and training of new Room Service employees.
o Participate in the progress improvement plans and progressive disciplinary action for Room Service employees.
o Coordinate and assist Room Service Manager with weekly Room Service Ambassador meetings. Type minutes and place them in the shared drive.
o Provide backup relief for Supervisor when requested by Management.
NON-ESSENTIAL:
o Maintain computer and office supply stock. Document all purchases.
o Ensure work area is left in order and free of clutter at the end of each shift.
o Perform other duties as required.
Qualifications
Two years post high school, or equivalent with high school diploma and 1-2 years
experience in health care, food, nutrition or related field required. Must
possess the ability to understand written and oral communication and be
proficient in basic math skills. The ability to effectively communicate with
people in an efficient and courteous manner, have the ability to problem solve
and work autonomously also required. Computer or keyboard experience helpful.
Demonstrates leadership abilities evidenced by:
Effective communications skills
Ability to problem solve
Ability to deal well with people
Ability to motivate others as individuals and as a group
Ability to work independently.
PHYSICAL ENVIRONMENT:
Satisfactory physical environment with occasional distraction from machine or
related noise, or exposure to unpleasant elements such as chemical fumes, dust,
or temperature variations caused by poor ventilation.
PHYSICAL STANDARDS OF JOB DESCRIPTION:
Constantly - 75% or more of the worker's time is spent in the activity
Frequently - 25% to 75% or more of the worker's time is spent in this activity
Occasionally - 5% to 25% or more of the worker's time is spent in this activity
Rarely - under 5% or more of the worker's time is spent in the activity
NA - not applicable
GENERAL TASKS
Basic activity being performed
C
F
O
R
N/A
Comments
Walking
X
Standing
X
Sitting with back support
X
Sitting without back support
X
Reaching
X
Overhead
X
Forward
X
Lateral
X
Low
X
Stooping
X
Bending at waist
X
Crouching
X
Bending at knees
X
Kneeling
X
Climbing
X
Crawling
X
Twisting
X
Balance
X
Other __________________
Physical Standards for Job Description - Continued
Basic activity being performed
C
F
O
R
N/A
Comments
Pushing Tasks by weight
5 lbs
X
5-15 lbs
X
15-40 lbs
X
40-75 lbs
X
75-100 lbs
X
Pulling Tasks by weight
5 lbs
X
5-15 lbs
X
15-40 lbs
X
40-75 lbs
X
75-100 lbs
X
Lifting Tasks by weight
5 lbs
5-15 lbs
15-40 lbs
40-75 lbs
75-100 lbs
Sensory Requirements
Visual Activity
X
Close paperwork
X
Monitor - CRT
X
Color vision required
X
Visual monotony
X
Auditory Activity
X
Conversation
X
Monitoring Equipment
X
Telephone
X
Transcription
X
Background noise
X
Sensory Discrimination
X
Hot/Cold, Sharp/Dull
X
X
Additional Comments: _____________________________________________________
________________________________________________________________________
________________________________________________________________________
The above is intended to describe the general contents and requirements of work being performed by people assigned to this position. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.
EEO Statement
Newton-Wellesley Hospital will provide equal employment opportunities to all applicants and employees without regard to race, color, religion, gender age, national origin, disability, marital status, genetic information, veteran
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