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EVS Service Excellence Program Manager - Full-time, Days

Northwestern Medicine
Employment type: 
Full time
Required degree level: 
Remote Position: 


Process Standardization:
Collaborate with EVS leadership and Infection Control to create standard operating procedures for all elements of the housekeeping program. Monitor compliance with all set forth practices. Sterile areas. Between case cleaning procedures. Terminal cleaning procedures. Patient Care areas. Daily cleaning procedures. Discharge cleaning procedures. Ancillary Service areas. Specialty cleaning procedures (e.g. MRI, Cath Lab). General public areas. General cleaning procedures. Evaluate frequency and timing for key public areas. Assist with hard wiring elements of the program. Training. Orientation and Annual Retraining. Monthly topics. Quality Assurance. Inspections. Accountability for outcomes. Patient Engagement. Rounding. AIDET. Employee Engagement and Recognition. Monthly meetings. Employee rounding for outcomes. Performance Management. Housekeeping standards. Cleaning protocol. Tools and Equipment. Cart setup. Bed Throughput. Safety.
Training and Development: Ensure that all training is adequate and in compliance with regulatory standards. Ensure that training encompasses all required elements of the program. New Hire Orientation.
Job Skills Retraining (every six months). Safety training. Annual mandatories. Specialty area training (MRI Safety, etc). Surgical area training. Lead training sessions for any topics that are in need. Provide leadership training as needed to help drive outcomes and develop a stronger team. Microsoft office training to enhance leader efficiency.
Housekeeping program. Leadership skills. Assist with the content and delivery of Monthly Meetings for all housekeepers. Utilize this as an opportunity to gather all housekeepers throughout the campus monthly for development and teambuilding.
Quality Assurance. Conduct monthly Building Quality Audit to assess overall cleanliness outcomes. Report results to responsible EVS Leaders. Assist in establishing protocol for EVS Leaders inspection program. Tool selection (how to monitor cleanliness). Establish frequency and staff accountability based on results.
Patient Engagement: Assist with the Housekeeping Patient Excellence Committee to help drive the HCAHPS outcomes. Generate a monthly HCAHPS report sharing cleanliness related metrics and key initiatives implemented to drive patient satisfaction concerning the cleanliness of the facility and the courtesy of the housekeeper. Assist program leaders with the implementation or monitoring of the following programmatics. AIDET or Key Words at Key Times. Scripting. Tent Cards. Patient Interviews / Patient Rounding.
Employee Engagement: Serve as a coach to the EVS Leaders for enhancing their employee engagement in the following ways. Employee rounding- teaching the value of rounding on for outcomes with staff. Coach the EVS Leaders through staff assessments, ensuring they are meaningful and driving performance. Achieve through annual reviews and/or High-Middle-Low assessments every 6 months. Communication boards- assist EVS Leaders with standardized communication boards to report key metrics and meaningful recognition for the staff.
Housekeeping Standards: Assist in the creation of program tools such as: Housekeeping cart standards. Policies and procedures. Checklists. Training videos as needed.
Bed Throughput: Provide performance metrics to EVS Leaders for their use with accountability and to analyze flow and demands of the facility. Safety: Serves as a safety expert, providing monthly safety topics for discussion by EVS leaders at their start of shift or for their communication boards. EOE Minorities/Women/Disabled/Veterans. VEVRAA Federal Contractor.

• Required:
• Bachelors degree.
• 10 years of successful Environmental Services management experience.
• Must have organizational skills and be able to work in fast paced, multi task environment.
• Experience in successful job training with Environmental Service staff, and focus on continual quality improvement. Past experience in hospital or institutional settings.
• Must demonstrate thorough knowledge of patient care area and room cleaning, as well as surgical suite cleaning.
• Must possess knowledge of hazardous waste procedures and regulations, Standard Precautions, and JCAHO standards on Infection Control and Environment of Care.
• Must be able to work independently, and meet established deadlines.
• Requires effective interpersonal and teaching/coaching skills, problem solving skills, and basic reading, writing, math and computer skills.

Northwestern Medicine is dedicated to providing the most advanced healthcare to the communities and patients we serve. The Northwestern Medicine clinical and administrative staff, medical and science faculty and medical students come together everyday with a shared commitment to superior quality, academic excellence, scientific discovery and patient safety.

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