Supervisor Call Center Food & Nutrition Services

UNC Health • Chapel Hill, NC

3d • Hybrid

About The Position

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

This is a full-time, 40-hour-per-week position with a hybrid work assignment and an evening work schedule. It is located in Chapel Hill, North Carolina. The hiring salary range is $19.98–$28.54 per hour. Pay offers are determined by experience and internal equity. This is a State position employed by UNC Health Care System with UNC Health benefits.

Requirements

• High school diploma or GED; a higher-level degree may satisfy this requirement.
• At least two years of experience in food service, call center operations, customer service, or related work.
• Strong leadership, communication, and problem-solving skills.
• Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
• Ability to present information effectively in one-on-one and small-group situations to patients, families, and other employees.
• Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to carry out written, oral, or diagrammed instructions and solve problems involving several concrete variables in standardized situations.

Nice To Haves

• Associate or bachelor’s degree in food service management, nutrition, hospitality, or a related field.
• Knowledge of dietary guidelines.
• Experience or knowledge with Epic, software, and patient service systems.
• Computer knowledge.

Responsibilities

• Ensure departmental, hospital, and regulatory standards are met, including health regulations, JCAHO standards, and food safety guidelines.
• Learn and navigate multiple software systems to support accurate meal compliance and quality patient care.
• Help develop, implement, and refine processes to improve Call Center operations and patient meal service.
• Establish work plans, priorities, and procedures in alignment with departmental goals and patient satisfaction initiatives.
• Monitor performance metrics and prepare productivity and service reports for management review.
• Interview, hire, train, schedule, and evaluate Call Center Associates.
• Coach staff, provide performance feedback, and recommend disciplinary action up to and including termination as needed.
• Maintain staffing levels to meet operational needs and manage time and attendance, payroll, and related records.
• Coordinate with the Call Center, Clinical Nutrition/Dietitian team, and Culinary Services to ensure timely and accurate meal service.
• Participate in leadership, departmental, and interdepartmental meetings.
• Facilitate staff meetings to share updates, address challenges, and reinforce service expectations.
• Answer calls from nursing staff and patients and help resolve problems that arise.
• Oversee the accuracy and timeliness of patient meal orders to ensure dietary needs and preferences are met.
• Handle and resolve patient complaints, providing prompt service recovery and supporting patient satisfaction.
• Conduct regular patient rounding and collect feedback to identify service improvements.

Benefits

• UNC Health benefits are offered. Eligible employees currently participating in TSERS or the ORP through another North Carolina agency may continue participating in those plans at UNC Health.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED