Call Center Manager

Job Summary

Responsible for all aspects of patient safety and customer service. Manages room service meal ordering systems achieved using phone ordering and bedside assistance. Accountable for patient safety procedures associated with notifications for patients on insulin, tracking missed meals and suicide precautions. Responsible for maintenance of patient satisfaction outcomes identified measured by Press Ganey, Cicso Finesse reports and patient safety data. Oversees formula/supplement distribution. Contributes to departmental room service menus and departmental/hospital systems through committee work and interpretation of data compiled by Call Center staff. Supervises reporting Room Service Guest Assistants.

Mission Statement

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.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Responsibilities*

The primary duty of employees in this classification is the management of a customarily recognized department or subdivision, including the supervision of three or more full-time equivalent employees every week. Direction is over a permanent status-continuing function, not a collection of employees assigned to complete a project. Management duties include interviewing, selecting and training of employees; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling issues and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Employees have impact on budgeting, controlling costs, planning, scheduling, and procedural change. Under FLSA, incumbents in this position meet the criteria for exempt status.

Required Qualifications*

• Bachelor's degree in food service management, Dietetics or equivalent combination of education and experience.
• Two years of supervisory experience in a high volume, complex food service operation with at least 1-2 years of experience in an institutional or high-volume restaurant or foodservice operation, including experience with performance management, promoting teamwork, and motivating staff.
• Knowledge of the FDA Food Code and experience managing kitchen operations using safe food handling, sanitation and safety practices.
• ServSafe? Manager certification within the last 5 years, or receipt of certification within 90 days of hire.
• Experience managing inventory of food and supplies and placing orders to maintain adequate levels of inventory.
• Excellent customer service and service recovery skills.
• Ability to communicate effectively in both written and verbal form.
• Excellent organizational skills and computer skills.
• Ability to supervise a wide variety of staff members with diverse backgrounds and skill levels.

Desired Qualifications*

• Knowledge of basic principles of nutrition.
• Knowledge of MiChart, Cisco Finesse, and CBORD Food Service Management System.
• Demonstrated preceptor and/or teaching skills.

Work Schedule

Standard hours: 40

Workdays

Tuesday-Thursday 12:30pm-9:00pm

Friday-Saturday 8:00am-4:30pm

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes