Lead Room Service Call Ctr Rep
Partner's Healthcare

Site: Newton-Wellesley Hospital

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

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
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.

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

2014 Washington Street

Scheduled Weekly Hours

0

Employee Type

Per Diem

Work Shift

Rotating (United States of America)

EEO Statement:

Newton-Wellesley Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.