Call Center Manager

We are seeking a highly organized and motivated Call Center Manager to oversee our Room Service call center operations. This role is essential to ensuring high-quality service delivery for patients and guests by managing all aspects of the call center, including the room service ordering process and the coordination of enteral nutrition product procurement and inventory. The Call Center Manager will lead a dynamic team, drive operational efficiency, and uphold exceptional customer service standards. The ideal candidate will demonstrate strong leadership, excellent organizational skills, and a commitment to continuous improvement in a fast-paced healthcare environment.

Call Center Operations:

• Manage all aspects of Room Service call center operations, including order processing (online, phone, Room Service Assist), menu distribution, and patient education delivery.
• Oversee procurement, inventory, quality control, and delivery of oral nutrition supplements and enteral nutrition formulas
• Oversee the processing of charge entry for delivery of services

Staff Leadership & Human Resources

• Hire, train, and supervise call center staff (union and non-union).
• Assign duties, manage schedules, and evaluate performance.
• Ensure staff compliance with policies, training, and health requirements.
• Provide coaching and disciplinary action as needed.

Safety, Compliance & Quality Assurance

• Protect patient information and ensure safety protocols are followed.
• Participate in budget planning and quality improvement initiatives.
• Monitor and improve operational efficiency and effectiveness.

Customer Service

• Model excellent customer service for patients, staff, and guests.
• Investigate and resolve complaints with effective service recovery.

Leadership & Communication

• Participate in patient experience, quality, and safety rounds, effectively communicating updates and information.
• Conduct team meetings and daily huddles.
• Represent the department on internal committees and task forces.
• Lead patient experience, quality, and safety rounds.
• Mentor and precept interns or students when assigned.

• Bachelors degree in Nutrition, Dietetics, Food Service Management, or a related field (or equivalent combination of education and experience).  
• Two years of supervisory experience.
• ServSafe Certification (or obtained within 90 days of hire).
• Proven ability to lead teams, manage projects, and meet deadlines.
• Strong verbal and written communication skills. 
• Proficiency in using technology to enhance operational efficiency. 

• Masters degree in Nutrition, Dietetics, Business Administration, Healthcare Administration, or related field.
• Registered Dietitian Nutritionist (RDN) credential.
• Certified Nutrition Support Clinician (CNSC).
• Experience in a high-volume call center. 
• Experience working with MiChart/Epic.
• Knowledge of CBORD Food Service Management System.
• Working knowledge and understanding of departmental and institutional policies and procedures. 

Thursday-Monday 1:00pm-9:30pm

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.