Relief Call Center Diet Assistant (Newark, CA) (multiple openings) (46677)

Stanford Health Care


2020-01-20 2020-02-19

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**Relief Center Diet Assistant (Newark, CA) (multiple openings) (46677)**

+ Job Type:Relief

+ FTE/Bi-Weekly Hours:.001/0

+ Shift:Rotating

+ Hours in Shift:8

+ Location:Newark, CA

+ Req:46677

**Job Description**

Job Summary

Receives phone calls in an off-site call/service center environment from hospital patients (or their families/caregivers) who are requesting Room Service for meal ordering; take orders and answer questions about menu items available for ordering and delivery to their rooms; assists them by entering orders for menu selections into a computerized food service system, in accordance with established call/service center standards, available menu items, and dietary restrictions; provides exemplary service and customer care.

Relationships with Others

h Employees in this class have regular telephone time with patients, visitors, clinical staff, and/or the public and in-person contact with co-workers.

Supervision Received

h While learning work standards, processes, and procedures, employees receive supervision and support from a supervisor or manager. As proficiency increases, supervision becomes general.

h Employees in this class receive general supervision from a supervisor or manager who assigns work verbally or through written instructions (ie., standard of work) to provide structure and guidelines for assigned tasks and quality, and quantity expected, deadlines, and priority of assignments.

h Employees perform the work as instructed and consult with the supervisor or manager for decision or help on deviations, problems, and unfamiliar situations not covered by instructions.

h Work is reviewed by the supervisor or manager occasionally by observation and document review for accuracy, adequacy, timeliness, and conformance to instructions, work standards, guidelines and procedures.

h Employees in this class follow all applicable regulatory requirements, department procedures and standards, and SHC policies while performing the work.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

h Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

h Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.



1) Creates maximum patient and guest satisfaction with the Room Service experience.

a. Maintains and improves quality and customer satisfaction results by applying C*I*CARE principles and techniques, call/service center standards and guidelines; recommends improved procedures.

b. Uses interpersonal and customer service skills to create a positive interaction and outcome with patients, guests, and staff.

c. Communicates with appropriate staff to coordinate meal and/or nourishment delivery, as appropriate.

d. Handles confidential patient information in accordance with applicable laws and regulations and hospital policies.

e. Resolves problem situations or refers problem to the appropriate supervisor or manager.

f. Serves as a role model and mentor to co-workers.

2) Communicates effectively with patients and guests to assist them with their menu selections.

a. Explains meal ordering procedures to patients, families, and caregivers, as appropriate.

b. Receives phone calls from patients/families or caregivers for Room Service customer orders. Confers with patients about their food preferences and guides them in making selections of all meal items that are available for ordering, which are in keeping with their physician's orders, prescribed diet, and special restrictions (if applicable).

c. Confirms each patient's order or order changes with the patient and uses a keyboard or touch screen to enter their menu selections into a computerized ordering system.

d. Reviews order screen and patients who have not placed an order for that meal period, and initiates telephone or personal contact as appropriate.

e. Receives requests for diet changes via Healthtouch, fax and verifies/clarifies through EPIC as needed.

f. Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients' serviced. This includes interpreting age appropriate data about the patient's status in order to identify age-specific needs and provide appropriate meal recommendations based on diet order.

3) Data Management

a. Documents all contacts and outcomes with the center's computerized information management system; runs and processes various reports from the diet order software system as needed, such as the census, patients not eating lists, patients need assist, etc.

b. Generates guest trays, other operational activity and reports as assigned.

4) Other

a. Carries out and complies with system downtime and recovery management procedures adopted by the department when necessary.

b. Processes orders for tube-feeding, oral supplement orders, and a.m. and p.m. nourishment orders.

c. Performs other related and incidental duties as needed or assigned.

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

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Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.


h High school diploma, or GED equivalent


h One (1) or more years of customer service, food service, and/or call-center experience.


h None required

Knowledge, Skills and Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

h A practical knowledge of nutrition and medical terminology is desirable.

h Basic computer skills and ability to quickly learn and become proficient in the use of menu ordering software.

h Skilled in the use of the office equipment including (but not limited to): computers, calculators, telephones (including hands-free headset), fax machines, answering machines, and photocopy machines.

h Strong interpersonal and customer service skills and ability to providing outstanding service at all times.

h Ability to learn and work within established standards, policies and procedures affecting assigned work.

h Ability to read and write and follow oral and written instructions.

h Ability to answer telephones courteously.

h Ability to communicate clearly, both verbally and in writing, and be understood by individuals of various ages.

h Ability to maintain confidentiality and abide by all acceptable standards in safeguarding information to respect and protect patient privacy.

h Ability to make sound judgments and decisions, problem solve as needed and maintain composure in stressful situations.

h Good problem-solving skills and negotiation skills to work with patients in selecting meals that meet the guidelines of their diet order.

Physical Requirements/Working Conditions


h The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

h Positions are found in a call-service center.

h While performing the duties of this Job, the employee is regularly required to talk and listen ; to sit for long periods; use hands to handle and talk or listen. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds . Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

h Willingness to work flexible hours, including evenings, nights, weekends, and holidays; as well as emergency off-hours.


h Category/Description: Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment.

SHC does not discriminate on the basis of Ancestry, Age, Color, Disability, Genetic information, Gender, gender identity, or gender expression, Marital status, Medical condition, Military or veteran status, National origin, Race, Religion, Sex, and Sexual orientation.
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