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Job Summary: This position is responsible for managing the day-to-day administrative operations of a call center for UNC Health Care Nutrition & Food Services, which provides 24 hours/7 days a week service. Provides overall supervision, training and direction to non-clinical administrative staff to ensure that interaction with customers is efficient and prompt. Forecasts call traffic in order to make necessary staffing adjustments. Manage 28 dietetic assistant-call center agents (onsite and teleworkers).
Description of Job Responsibilities: 1. Budgetary prepares, monitors and revises operational expense, capital equipment, travel and revenue budgets. Prepares financial reports to ensure the efficient and effective use of resources and ensure the profitability of the food service production activities. Reviews ands revises financial budgets. 2. Forecast call volumes for each entity to ensure standards are met. Evaluate each employees daily and monthly productivity levels. Maintain exception quality assurance and customer service standards. Monitor nutrient intakes for all patients. Maintain the interface of diet orders from EPIC to each entitys nutrition database. Monitors adherence to allergies and restrictions for diet orders and recipes. Monitors supplement/formula changes and updates. EPIC reporting. Respond to vocera care rounds, and patient satisfaction scores. 3. Follow up with patients, nursing, patient relations food service complaints. Liaison between call center and registered dieticians. Maintain the online ordering module for all entities. Menu development and maintenance. Monitor diet order restrictions. Assist patient services team with questions regarding patient meals and diet orders. Provide call stats and meal service data reports to each individual entitys director/associate director. On call 24/7 for each entitys call center concerns (meal orders, diet order, phone issues, system issues, etc.). Troubleshoot problems with nutrition database, phone system (cisco), EPIC, vocera, micros POS system, etc. Continuous training on diet orders, quality assurance, etc. Create systems to minimize confusion between NFS and nursing via nutrition database. Route phone settings to appropriate personnel (call center agents). Assist in building phone lines to meet each entitys needs. 4. Planning provides direction to all dietetic assistant-call center employees in a timely manner to ensure their safety and the financial success of the call center, develops, organizes, establishes, coordinates, implements and evaluates departmental programs and controls to achieve the food and nutrition goals set forth by the Hospital’s administration. 5. Staff supervision adjusts and approves employee work schedules, completes and evaluates transactional reports, conducts employee counseling, conducts in-service training. Approves personnel actions including hiring, promoting, demoting, leaves and termination.
Education Requirements: Bachelors degree in Food and Nutrition, Dietetics, Nutritional Sciences, Human Nutrition or related field (or equivalent combination of education, training and experience). Professional Experience Requirements: If a Bachelor’s degree: Two (2) years of experience in food service management, including supervisory experience with computerized food management systems and/or large scale food management operations. If an Associate’s degree: Six (6) years of experience in food service management, including supervisory experience with computerized food management systems and/or large scale food management operations. If a High School diploma or GED: Ten (10) years of experience in food service management, including supervisory experience with computerized food management systems and/or large scale food management operations.
Legal Employer: STATE Entity: UNC Medical Center Organization Unit: NFS Patient Services Work Type: Full Time Standard Hours Per Week: 40.00 Work Schedule: Rotating Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: Yes
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