Call Center Associate (ETS)

Job Number
Job Type
Temporary Part-Time
Emory Univ Hospital
EUH Food & Nutrition
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Clerical & Administrative
Location : Name
Emory Ortho & Spine Hospital
Campus Location (For Posting) : Location

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.




  • Takes calls from patients and/or patient families for menu requests and utilizes room service diet software to process order.
  • Proactively guides the patient or patient family member in a positive manner through the ordering process making suggestions, as needed.
  • Processes new diet orders, transfers and discharges.
  • Processes menu orders for patients who can not place orders by phone or who have a preselected menu order.
  • Identifies and calls patients who have not ordered their meal and either facilitates the meal order or documents the reason for meal refusal.
  • Identifies patient food preferences and enters them into room service software.
  • Redirects calls if unable to handle a question.
  • Communicates and discusses special needs with other departments such as nursing.
  • Persons in this position maintain a high level of contact with the patient and family and are expected to exemplify Service.
  • Ensures that the menu order is accurate and appropriate to the patient¿s prescribed diet order.
  • Monitors patient meal orders and communicates skipped meals or repeated small meal orders to the appropriate clinical dietitian.
  • Processes nourishment orders and labels and keeps track of tube feeding orders for the units.
  • Effectively communicates any concerns or problems to the dietitians or management staff as appropriate. For administrative and tracking purposes, monitors, collects and/or records operation specific data. Performs other related duties as required.


  • High school diploma or equivalent. 1 year of call center work experience.
  • Additional experience in food service, hospitality or customer service preferred.
  • Demonstrated skills in customer service, critical thinking, problem solving and written and verbal communication.
  • Ability to make sound judgments while quickly processing information.
  • Proficient computer and web-based software skills including the ability to adapt to regular changes in software programs and processes.
  • Knowledge of modified diets preferred.
  • Ability to read, write, speak and communicate in English.
  • Ability to follow and give oral and written instructions.
  • Ability to clearly and pleasantly communicate with patients, patient family members, hospital personnel and co-workers.

    PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

    ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.


Note: Position tasks are required to be performed in-person at an Emory University location; working remote is not an option. Emory reserves the right to change this status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.


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