Supervisor Call Center Food & Nutrition Services

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

Job Summary

Under general supervision, the Call Center Supervisor oversees the daily operations of the Nutrition and Food Services Call Center, ensuring that patient meal orders are handled efficiently, accurately, and in compliance with all regulatory standards. This role provides direct supervision to Call Center Associates and collaborates closely with the Clinical Nutrition and Culinary teams to ensure a high-quality patient dining experience. The supervisor is responsible for staff performance, training, scheduling, payroll, and maintaining service excellence standards while ensuring all food safety, sanitation, and patient care policies are met.

Description of Job Responsibilities

1. Compliance and Quality Assurance
• Ensures all departmental, hospital, and regulatory standards are met, including health regulations, JCAHO standards, and food safety guidelines.
• Proficient in learning and navigating multiple software systems to ensure accurate meal compliance and support quality patient care.
2. Operational Management
• Assist in the development of plans, implements, and refines processes to improve the efficiency and quality of Call Center operations and patient meal service.
• Establishes own work plans, priorities, and procedures in alignment with departmental goals and patient satisfaction initiatives.
• Monitors performance metrics and prepares productivity and service reports for management review.
3. Staff Supervision and Development
• Interviews, hires, trains, schedules, and evaluates Call Center Associates.
• Provides ongoing coaching, performance feedback, and recommends disciplinary action up to and including termination as necessary.
• Ensure staffing levels meet operational needs and manages time and attendance, payroll, and associated records.
4. Collaboration and Communication
• Serves as a key liaison between the Call Center, Clinical Nutrition/Dietitian team, and Culinary Services to ensure timely and accurate meal service.
• Participates regularly in leadership, departmental, and interdepartmental meetings to maintain open communication and operational alignment.
• Facilitates staff meetings to share updates, address challenges, and reinforce service expectations.
• Answer calls by nursing staff and patients to assist staff and problem-solve issues that arise.
• Ability to learn and navigate several
5. Service Excellence and Patient Satisfaction
• Oversees patient meal order accuracy and timeliness to ensure dietary needs and preferences are met.
• Handles and resolves patient complaints, ensuring prompt service recovery and high levels of patient satisfaction.
• Conducts regular patient rounding and feedback collection to identify opportunities for service improvement.

• Skills: Strong leadership, excellent communication, and problem-solving skills; knowledge of dietary guidelines, Epic, Computer knowledge preferred.

Education Requirements:
* High school diploma or GED required; higher-level degree may satisfy this requirement. Associate or bachelor's degree in food service management, Nutrition, Hospitality, or related field degree preferred.
Licensure/Certification Requirements:
* Minimum of two (2) years of experience in food service, call center operations, customer service, or related experience.
Professional Experience Requirements:
* Strong leadership, excellent communication, and problem-solving skills; knowledge of dietary guidelines, software and patient service systems preferred.
Knowledge/Skills/and Abilities Requirements:
* Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to patients, families, and other employees of Rex Healthcare.
* Mathematical Skills: Ability to work with and apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
* Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: NFS Patient Services

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$19.98 - $28.54 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Evening Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.