systems director of environmental services resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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Professional Summary

Environmental Services professional with sixteen (16) years of experience driving patient satisfaction, and reducing operational cost in healthcare facilities. Expertise also spans continuous leadership development, thought partnership, staff / patient engagement, and creating highly reliable processes, which supports the organization's mission and vision. Excel at program development to standardize processes, consolidate existing systems, drive accountability, sustain compliance and increase brand loyalty. Also, utilize unique series of TED talks leadership to support program development, which decrease staff turnover, improve productivity, create change management, and improve leader's emotional intelligence.

  • Standardized management processes
  • Customer Experience Expert
  • Expert Joint Commission Knowledge
  • Innovative process improvement
  • Reduce expense
  • Contract Management
  • Operational excellence and Innovation
  • Vendor relationship management
  • Create strong partnerships
  • Drive staff/ patient engagement
  • Build highly reliable operations
  • Coaching and Development
Work History
Systems Director of Environmental Services, 11/2013 - Current
Froedtert Health City, STATE,
  • Responsible for 2.9M square ft trauma 1- teaching facility (876 License beds; Menomonee Falls Hospital (202 license beds); Kenosha Hospital (194 license bed) and 6 satellite Health Clinics.
  • Lead a team of 500 staff members.
  • Performed budget management of $24MM-monitoring performance against estimates and preparing annual budgets.
  • Reduced cost by $250,000.
  • Created and implemented Leader Accountability Matrix.
  • Implemented high reliability processes and philosophy -Successful TAT at 58 minutes.
  • Recommends and negotiates vendor service contracts as needed. Oversees vendor work quality and adherence to service agreements.
  • Improved patient experience scores to the 85th percentile
  • Annual Staff Engagement survey: EVS and Linen both advanced from a Tier 3 to a Tier 1 as measured by Press Ganey .
  • Develops, implements, and oversees quality improvement programs. Develops system for managing customer issues and/or complaints. Use of knowledge, innovation and empathy are essential for improving customer service.
  • Implemented lean six sigma to Linen operations and vendor valued cost savings of 1.5M.
  • Actively leads the formation of standards and policies for environmental sanitation. Monitors and engages regulatory agency requirements to ensure processes and procedures meet quality standards of The Joint Commission of EOC tour facility with director of safety to validate and follow up on completed observation / inspections.
  • Develop and maintain effective relationships with hospital leaders, clinical providers, and staff.
  • Reduced first year turnover from 78% to 40% in sixteen (16) months of implementation as a result of new training process/onboarding.
  • Implemented IPONE use with EPIC upgrade to reduce TAT for room cleaning; reduce turn around time for work order request, promote teamwork, increase accountability for all front line staff and increase HCAPHS to 85 percentile.
Sr Operations Manager of Environmental Services, 09/2011 - 10/2013
Carolinas Medical Center City, STATE,
  • Oversee cleaning and customer service operations for the trauma 1 teaching facility (874+ licensed bed).
  • Decreased cost by $150,000.
  • Develops custodial training programs to ensure staff competency and adherence to infection control requirements
  • Write departmental policies to parallel departmental operations and staff education/training.
  • Develops and updates programs and training strategies tailored for our goals with a patient focused mind set.
  • Ensures safe handling and disposal of hazardous and bio-hazardous waste, working closely with our Environmental Health and Safety team.
  • Recommends and negotiates vendor service contracts as needed. Oversees vendor work quality and adherence to service agreements.
  • Implement new methods/principles that improved EVS and transport structure and operations.
  • Develops system for managing customer issues and/or complaints- Crucial Conversation-Mandatory reading for all managers and supervisors.
  • Increased client satisfaction and quality assurance scores of 16 satellite locations.
  • Monitor, measure and adjust performance for positive outcomes: TAT (EVS room cleans and transport completion times). industry standard EVS 60 minutes, transport industry standard 30 minutes.
  • Decreased LOS for patients as it relates to EVS and transport operations.
  • Developed and executed tour dates with key nursing staff to create partnership for increase cleanliness, improve quality, and patient experience.
  • Implemented ROVER APP to increase productivity and efficiency with EPIC system.
Operations Manager of Environmental Services, 06/XXX5 - 09/2011
Pitt County Hospital City, STATE,
  • Oversee cleaning and customer service operations for this 780+ bed facility with sixteen satellite buildings, which totals approximately 1.8M square feet.
  • Developed key words at key times along with AIDET program to enhance patient experience.
  • Successful Joint Commission Survey at 95% in XXX8.
  • Created and implemented reports, including inventory control and minor parts equipment list to reduce repair cost.
  • Utilize bed tracing system (tele-tacking) to improve patient through put, and reduce LOS.
  • Select as high performing manager to assist in new client start-ups.
  • Implement folding hand cart system to support frontline staff with transport of daily supply to work areas. This tool also contributed to cost saving of approximately $15,000 annually in micro-fiber replacement costs.
  • Develop preventative maintenance and terminal cleaning programs for high reliability.
  • Increase awareness of slips, trips, and falls as member of safety committee to reduce work place incidents (workers compensation).
  • Implement environmental service manager rounds with nurse managers to ensure client support and positive patient experience.
  • Receive excellence award for service dedication in 2010 from internal customer service focus group.
  • Created training booklets for floor techs on proper use/safety of ridding floor care equipment.
Bachelor of Arts: Business Administration, Expected in 08/2023
UNC GreensboroCurrent Student: Online - Greensboro, NC,
Status -
  • AHE Certification (T-CHEST)

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Resume Overview

School Attended

  • UNC GreensboroCurrent Student: Online

Job Titles Held:

  • Systems Director of Environmental Services
  • Sr Operations Manager of Environmental Services
  • Operations Manager of Environmental Services


  • Bachelor of Arts

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