Program Mgr- Syst Support Svcs - Fulltime - Days - Detroit

GENERAL SUMMARY:

Results-driven Program and Project Manager with extensive experience overseeing third-party vendor relationships in healthcare, Food & Nutrition, Environmental Services, Clinical Engineering, Supply Chain, Patient Transport, and/or Facilities Management. Proven track record of ensuring vendor compliance with key performance indicators (KPIs), auditing performance metrics, and fostering collaborative initiatives/projects across diverse operational areas. Adept at creating streamlined processes and communication strategies to deliver consistent, high-quality services in hospital and ambulatory care environments. The Program Manager will act as a liaison between the healthcare organization and contracted companies, ensuring service delivery aligns with organizational standards and regulatory compliance.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Contract Management:

* Oversee all contracted support service providers, ensuring alignment with the healthcare organization's mission, values, and strategic goals.

* Monitor and evaluate performance metrics, ensuring contractors meet or exceed key performance indicators (KPIs) in areas such as service quality, operational efficiency, and financial targets.

* Collaborate with contract negotiations, renewals, and amendments to ensure optimal service delivery and value.

* Ensure contractors adhere to compliance regulations, healthcare standards, and safety protocols.

Quality Assurance & Performance Monitoring:

* Establish and implement performance tracking/audit systems to measure service quality, customer satisfaction, key performance metrics (KPIs) and operational efficiency.

* Conduct regular audits, inspections, and reviews of contracted departments to identify areas for improvement.

* Collaborate with contractors to develop corrective action plans for performance gaps and ensure timely resolution of issues.

Financial Oversight:

* Ensure cost-effectiveness that aligns with financial goals and established contractual targets.

* Review and approve financial reports, invoices, and cost-saving initiatives submitted by contractors.

* Drive initiatives to enhance the financial performance of contracted services, including identifying cost-reduction opportunities and optimizing resources

* Supports the development of annual budgets and quarterly tracking to ensure all deviations are approved and where appropriate have the appropriate ROI to justify the deviation.

* Create and maintain project plans for any financial, strategic, improvement initiatives where Support Services are accountable for those correlated services.

Customer Service & Stakeholder Engagement:

* Foster positive relationships between the healthcare organization, contractors, and internal stakeholders.

* Implement and monitor customer service standards for contracted departments to ensure a high level of patient and staff satisfaction.

* Act as the primary point of contact for internal stakeholders and contractors, resolving conflicts and ensuring smooth communication.

* Ensure consistent rounding, engagement and regional performance accountability meetings are occurring with operations and ensuring subsequent action plans are developed and executed where appropriate.

Operational Leadership:

* Assist in the development of the rolling 5-year strategic plan for these service providers, in conjunction with market leaders, Support Services Councils, Finance, Patient Experience and third-party vendors.

* Work closely with leadership and department heads to align contracted services with the organization's overall goals. Lead and project manage Co-develop efforts where process optimization is necessary.

* Ensure service continuity and risk management, particularly in critical areas such as Facility Management, Environmental Services, and Clinical Engineering

* Lead cross-functional teams in the development and execution of service improvement initiatives.

* Stays up to date on industry best practice in these functional area/s and promote innovation and best practices in service delivery to improve patient and staff experience.

GENERAL SUMMARY:

Results-driven Program and Project Manager with extensive experience overseeing third-party vendor relationships in healthcare, Food & Nutrition, Environmental Services, Clinical Engineering, Supply Chain, Patient Transport, and/or Facilities Management. Proven track record of ensuring vendor compliance with key performance indicators (KPIs), auditing performance metrics, and fostering collaborative initiatives/projects across diverse operational areas. Adept at creating streamlined processes and communication strategies to deliver consistent, high-quality services in hospital and ambulatory care environments. The Program Manager will act as a liaison between the healthcare organization and contracted companies, ensuring service delivery aligns with organizational standards and regulatory compliance.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Contract Management:

* Oversee all contracted support service providers, ensuring alignment with the healthcare organization's mission, values, and strategic goals.

* Monitor and evaluate performance metrics, ensuring contractors meet or exceed key performance indicators (KPIs) in areas such as service quality, operational efficiency, and financial targets.

* Collaborate with contract negotiations, renewals, and amendments to ensure optimal service delivery and value.

* Ensure contractors adhere to compliance regulations, healthcare standards, and safety protocols.

Quality Assurance & Performance Monitoring:

* Establish and implement performance tracking/audit systems to measure service quality, customer satisfaction, key performance metrics (KPIs) and operational efficiency.

* Conduct regular audits, inspections, and reviews of contracted departments to identify areas for improvement.

* Collaborate with contractors to develop corrective action plans for performance gaps and ensure timely resolution of issues.

Financial Oversight:

* Ensure cost-effectiveness that aligns with financial goals and established contractual targets.

* Review and approve financial reports, invoices, and cost-saving initiatives submitted by contractors.

* Drive initiatives to enhance the financial performance of contracted services, including identifying cost-reduction opportunities and optimizing resources

* Supports the development of annual budgets and quarterly tracking to ensure all deviations are approved and where appropriate have the appropriate ROI to justify the deviation.

* Create and maintain project plans for any financial, strategic, improvement initiatives where Support Services are accountable for those correlated services.

Customer Service & Stakeholder Engagement:

* Foster positive relationships between the healthcare organization, contractors, and internal stakeholders.

* Implement and monitor customer service standards for contracted departments to ensure a high level of patient and staff satisfaction.

* Act as the primary point of contact for internal stakeholders and contractors, resolving conflicts and ensuring smooth communication.

* Ensure consistent rounding, engagement and regional performance accountability meetings are occurring with operations and ensuring subsequent action plans are developed and executed where appropriate.

Operational Leadership:

* Assist in the development of the rolling 5-year strategic plan for these service providers, in conjunction with market leaders, Support Services Councils, Finance, Patient Experience and third-party vendors.

* Work closely with leadership and department heads to align contracted services with the organization's overall goals. Lead and project manage Co-develop efforts where process optimization is necessary.

* Ensure service continuity and risk management, particularly in critical areas such as Facility Management, Environmental Services, and Security.

* Lead cross-functional teams in the development and execution of service improvement initiatives.

* Stays up to date on industry best practice in these functional area/s and promote innovation and best practices in service delivery to improve patient and staff experience.