Site: The General Hospital Corporation


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
General Overview Works under the direction of the Manager of Patient Menu and Data Systems. Answers the 4FOOD phone line in a courteous, efficient manner. Documents all requests into the 4FOOD computer program. Dispatches 4FOOD requests to the 4FOOD Service Delivery staff. Ensures quality assurance - accuracy and timeliness - of 4FOOD deliveries. Follows- up on the completion of all 4FOOD requests with documentation. Must successfully complete a 4FOOD training program (to include telephone courtesy) and adhere 4FOOD policies & procedures. Coordinates the input and reporting of information that facilitates the patient menu process. Calculates the daily intake of selective patients which is used in creating and monitoring a patient's nutritional care plan. Assists with training new employees and dietetic interns. Troubleshoots and solves data and equipment problems in order to prevent an impact on the operational schedule and the timely delivery of patient trays. Principal Duties and Responsibilities - Answers the 4FOOD telephone line in a courteous manner. - Documents all 4FOOD requests into the computer following established guidelines. - Prioritizes the 4FOOD requests. - Dispatches the requests to the 4FOOD service delivery staff in order of priority. - Continuously monitors and accesses the progress of the deliveries of the orders. - Requests additional help as needed to deliver the 4FOOD requests if the volume of requests exceeds the current staffing level. - Helps to prepare & deliver 4FOOD requests if needed. - Ensures food customer service by directing the completion of delivery of all requests and following-up whenever necessary. - Documents the completion of the orders in 4FOOD computer program. - Initiates communication with Supervisors regarding patient special requests, allergies, and other issues related to patient safety / satisfaction. - Covers the service delivery staff during their breaks. - Accurately documents patient relatedinformation in the CBORD Cardfile. - Receives verbal diet orders from the Nutrition Service Coordinator and assigns the correct diet codes that generates an individualized patient menu. - Checks selections in Room Service Choice screens for adherence to the nutritional care plan, calculates patient selections for compliance to the diet prescriptions following specific patient patterns and individual preferences. - Organizes, documents, and reports information related to Flag patients, Eating Disorder protocol, W13 tickets, Dialysis, Post Procedure Meals, Allergies, and other special patient protocols. - Trains new employees and dietetic interns on the daily functions of the Call Center. Provides feedback on the competency of new employees. - Provide quality customer service, on-going communications, feedback and follow-through with customers / peers. - Maintains strong & effective working relationship w/ co-workers & supervisors. - Helps orientate & train the new employees. - Adheres to the department, Joint Commission, local, state, & federal food handling policies and procedures. - Is flexible to the needs of the operation. Complete unscheduled tasks as assigned by supervisor. - Directs all calls for the Nutrition and Food Service department that come via the 4FOOD System. Uses coverage schedules to triage calls as necessary. - Maintains cleanliness of office space. - Uses phone / computers for work-related duties only. - Dispatches the 4FOOD requests to the 4FOOD service delivery staff. - Monitors the progress of the 4FOOD Service Delivery staff. - Informs the 4FOOD Service Delivery staff of the delivery needs. Skills/Abilities/Competencies - Strong Customer Service Skills - Strong Communication & Interpersonal Skills - Detail oriented - Must be able to work quickly under pressure - Must have good computer & typing skills. - Ability to perform basic math functions using a calculator. Must be able to add, multiply, divide and round off numbers. Must be able to identify mathematical errors. - Must be able to prioritize tasks.(4Food calls, Delivery Needs, etc.) - Be flexible to change duties according to the demands of the operation. - Be able to lift 30 pounds, push food carts throughout the hospital. - Must be able to understand and follow policies & procedures. - Abide by HIPAA laws concerning patient confidentiality. - Must keep waste to a minimum. (I.E. Wasted food, over portioning of food, equipment handling, etc. )



Qualifications


- High school preferred - Must be able to read, write & speak English - food service experience preferred



Additional Job Details (if applicable)


Additional Job Description



Remote Type


Hybrid



Work Location


273 Charles Street



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Rotating (United States of America)



EEO Statement:


The General Hospital Corporation is an Affirmative Action 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.