Functions as General Manager responsible for the oversight and coordination of the day-to-day operations of the Regional Health Ministry's (RHM) Environmental Services (EVS) Department of a multi-site hospital system. Monitors patient satisfaction and daily operations of patient, non-patient and public areas to ensure compliance with RHM quality standards and regulatory requirements.
Works to develop and manage program budgets and operating systems in collaboration with THS Regional Managers and RHM stakeholders. Works with all stakeholders and peers at RHMs and within the region. Develops and implements effective cost reduction plans and implementation processes that support Trinity Health and RHM EVS Department goals, objectives, strategies, policies, and procedures. Ensures cost reduction targets and productivity improvement objectives are met, while cultivating service/product quality and customer satisfaction. Ensures the Regional Manager, THS and RHM stakeholders are kept abreast of issues or problems impacting program efficiencies and effectiveness. Attracts, develops and trains talent to ensure program quality, sustainability, long-term growth, and development. Leads by demonstrating an understanding of, and exemplifying the mission, vision and values of Trinity Health and the Regional Health Ministry.
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision and Values in behaviors, practices and decisions.
Oversees the day-to-day management of the RHM's EVS Department and ensures program service support objectives are met. Provides a work environment that fosters positive energy, creativity, and teamwork among colleagues across all functional areas. Provides operational and technical support to RHM stakeholders, managers, and System Office in support of the overall management of EVS programs. Develops, implements and coordinates within the RHM:
- Standardization of policies and procedures related to EVS expense management and operations.
- Implementation of Trinity Hospitality Services core program systems (Cleaning Practices and protocols, auditing tools, competencies, etc.)
Ensures all aspects of departmental operations function in a compliant, optimal and efficient manner that ensures patient and customer satisfaction. Acts as liaison to departments and areas to ensure expedient response to patient and customer concerns. Makes daily rounds to inspect environmental cleanliness and customer satisfaction.
Ensures short and long-term regional financial objectives stay on course and drives initiatives with RHM teams that contribute to THS program short and long-term operational excellence.
Provides fiduciary responsibility for RHM monthly outcome of EVS program financial statement and works with local stakeholders and Regional Manager to prepare and submit program annual budgets. Participates in monthly budget reviews with the Regional Manager and RHM stakeholders to identify budget variances; and prepares related reports for senior management review.
Keeps Regional Manager informed of issues affecting program costs, service capabilities, effectiveness and efficiencies, as well as issues noted during Performance Improvement audits. Presents findings and recommendations for improvement to the Regional Manager.
Meets with direct reports and support staff, as required, to review overall operations goals/objectives, to address shortfalls and open issues, and to encourage open dialogue for suggested process improvements. Reviews subsequent FY goals/objectives and related strategic plans as defined by the Regional Manager, THS and RHM stakeholders; outlines expectations, accountabilities, and measurables used in determining success.
Develops and administers Program Quality Evaluations and reviews Customer Satisfaction Survey scores for discrepancies and overall customer satisfaction for Hospitality Services. Prepares Performance Improvement Plans (PIP) where necessary to resolve customer satisfaction issues and address program quality deficiencies. Interviews, hires, trains, counsels, and supervises staff; handles disciplinary actions. Reviews and approves expense reports and holds direct reports accountable to Trinity Health and THS policies and procedures. Reviews hiring justifications to ensure financial cost saving merit.
Ensures timely completion of annual performance appraisals; addresses colleague problems and issues related to their work or environment. Fosters the development of diverse teams at all levels as appropriate and outlines annual skills development, career growth opportunities, and improvement objectives with direct reports. Establishes and monitors progress on objectives and takes the necessary actions to resolve and prevent recurring issues. Provides the necessary leadership and oversight in cases where disciplinary action or termination is warranted.
Manages multiple projects and tasks in a fast paced environment and possesses the ability to adapt to change. Demonstrates the ability to develop a project plan for major projects with milestones to determine schedule of deliverables to advance project outcomes.
Participates in Trinity Health EVS advisory councils to develop best in class programs and identify best practices; drives change to positively affect operational, financial, and service performance regionally in coordination with the UEM.
Participates in various RHM committees (Safety; Green; Disaster Preparedness; Infection Control; HR advisory, etc.) as required or selected and remains an engaged interdisciplinary team player in RHM operations.
Ensures that there are ongoing effective quality improvement programs within the department, inclusive of the cleaning, safety and infection control in the appropriate areas of the hospital. Works with Infection Control Preventionists and RHM clinical stakeholders to ensure all cleaning protocols within EVS scope are adhered to with a focus on ensuring a clean environment and a culture committed to patient safety and the elimination of patient Hospital/Healthcare Acquired Infections.
Ensures safe conditions and procedures are followed at all times to minimize/eliminate workman's compensation claims and create a safe working environment for all Environmental Services colleagues.
Maintains accurate and appropriate records, pertinent to all departmental operations and regulations as required.
Demonstrates a cost-conscious attitude to time usage and consistently makes the best use of time.
May handle additional duties and responsibilities as needed or assigned.
Maintains the confidentiality of information acquired pertaining to patients, staff, and visitors consistent with RHM and System Office policies and requirements.
Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
A comprehensive knowledge and understanding of Housekeeping/Environmental Services institutional management and hospitality management principles and practices as normally gained through a Bachelor's degree and a minimum of five to seven years progressive Housekeeping and Environmental Services experience in a corporate or large multi-hospital environment. Master's degree in Management preferred.
Demonstrated knowledge and understanding of JCAHO, Federal, State and local laws, regulations and codes related to safety, sanitation and maintenance of the environment including bio-hazardous and infectious waste management.
Ability to work effectively in a diverse, collaborative, and team oriented culture.
Ability to identify and analyze complex technical, operational and administrative problems, evaluate alternative solutions, and recommend or adopt effective changes.
Ability to develop methodologies for collecting and analyzing relevant data; to audit program processes, monitor quality, identify problems and their root causes, and make recommendations for improvement.
Excellent leadership, analytical, organizational, planning, delegation, coaching, and communication (verbal, written and interpersonal) skills; with a continuous improvement mindset and ability to challenge conventional thinking at all levels of the organization.
Knowledge of Microsoft Office Suite (i.e., Word, Excel, Outlook, PowerPoint).
A personal presence characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
Ability to be a self-starter and independent worker able to manage multiple conflicting priorities and demands.
Ability to delegate responsibilities effectively and provide regular follow up to ensure objectives is met.
PHYSICAL / MENTAL REQUIREMENTS AND WORKING CONDITIONS
Works in a well-lighted, well-ventilated area. Occasionally exposed to normal hospital conditions.
Mobility and ability to stand, walk, bend, stoop and reach as necessary to manage environmental services duties (60% of the time).
TRINITY HOSPITALITY SERVICES MISSION STATEMENT
In the spirit of our guiding behaviors, as stewards of Trinity Health, our pledge is to deliver culinary, nutritional and hospitality excellence in a compassionate and innovative manner to all we serve across our ministry.