Essential Functions:

Patient Experience

• Ensures that assigned personnel contact patients upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.
• Establishes a process to initiate rounding on all patients and assists in the facilitation of prioritizing focused revisits to improve the patient experience.
• Advocate and resource to resolve patient issues.
• Ensure industry standards are met, and satisfaction scores are on target. Actively connects with the appropriate team members and serves as a liaison to connect the patient’s voice, expectations, and perspective with the Support Services team.
• Ensures effective communication with patient and family regarding expectations and services provided.
• Supports the service recovery initiatives; coordinates with Teams to identify and resolve service-related issues.
• Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
• Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaboratively with the Support Services leadership and staff to resolve.
• Provides feedback and coaching to the Support Services team in delivering high touch, service-oriented interactions at every encounter with the patients, visitors, and family.

EVS Management

• Plans and administers activities of the Environmental Services associates to ensure continuous operation and timely delivery of services. Establishes priorities, assigns work, and monitors performance, quality and timeliness. Assigns and reassigns work based on workload and daily priorities.
• Gives direction, motivation and guidance to the Environmental Services Department to accomplish established standards to meet or exceed customer satisfaction.
• Assesses and utilizes appropriate data in order to improve operations.
• Views everything with a process improvement mindset.
• Reports all pertinent data to System Director/Director and ABM Healthcare Corporate Office in a timely manner.
• Supports the implementation and administration of Patient Experience Program.
• Practices and promotes the customer skills as provided through on-going training and in-services, including customer retention and service recovery.

The Company may require that the successful candidate hired for this position be fully-vaccinated for COVID-19, if and to the extent permitted by applicable law. The Company will make exceptions for medical, sincerely held religious belief, or other legally required exceptions.

Required Qualifications:

Education/Training:

• Bachelor’s Degree. In lieu of Bachelor’s Degree, High School Diploma/GED with 5+ years of relevant management experience is acceptable.

Job Knowledge/Experience:

• Minimum of three years of proven work experience in a leadership role within the Healthcare field is required.

Preferred:

• Work experience in a leadership role within an acute care setting.
• Work experience in a large academic medical center.
• Experience directing/managing a unionized workforce is strongly preferred.

ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.