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Rush University Medical Center Director Support Services in Chicago, Illinois

Job Title:

Director Support Services





Active Regular FT (72 to 80 hours per pay period)


Job Number:


Job Description:

Director Support Services

The Director of Support Services is responsible for driving the strategy and execution of customer experience throughout all support service departments. The Director of Support Services will act as the liaison between the functional departments of support services and RUSH entity leaders (RUMC, RUMG, Service Lines, University etc.) byassessing patient and client support needs, defining objectives and measurements, and executing service standards for the RUSH entities. This role will play a critical role in driving customer experience initiatives, marketing, performance improvement, planning, and governance to ensure exceptional outcomes through the customer's lens. The Director will lead new initiatives, driving appropriate analyses, meeting project goals, managing timelines and working with leadership to successfully implement new processes, technology, and strategy to standardize Rush's service culture.. The individual who holds this position exemplifies the Rush mission, vision and ICARE values and acts in accordance with Rush policies and procedures.

Job Responsibilities:

·Executes the vision of the Vice President of Support Services vision with a high commitment to excellence, through strategic planning and oversight of key initiatives involving both internal and external team members.

·Responsible for managing vendor and software contracts within the support services scope

·Develop and implement plans, strategies, policies and procedures designed to promote the services standards for all entities that fall under the Rush System.

·Develop, coordinate, prepare, and help implement project plans to support initiatives designed to improve support service operations (i.e: service level agreements, new technology, customer service surveys, etc.)

·Monitors and Tracks quality and performance metrics directly related to customer satisfaction and feedback (i.e: patient experience, guest relations, employee and faculty engagement, visitors, etc.)

·Oversees the management of software platforms and vendor relations within support services scope.

·Drive initiatives within management team and organizationally that contribute to long term operational excellence for the Rush System.

·Drives initiatives around customer improvement and patient experience within support service departments.

·Manage and increases the effectiveness and efficiency of Support Services through process improvements

·Serve as the primary liaison to legal, finance, contract negotiations, marketing/communication, and IT.

·Facilitate meetings with sponsors and stakeholders (RUMG, Service Lines, etc.) to identify service requirements and ensure they align with strategic goals.

·Analyze the project portfolio to ensure work aligns to strategic decisions that support the Rush System.

·Manages service requests and dispatches throughout hospital.

·Coordinates education, training, and developing of support personnel.

·Sets goals and establishes individual performance expectations for direct reports and regularly evaluates their performance against organizational objectives.

·Establish and adhere to project timelines, outline resources required for successful implementation of initiatives, and monitor results to ensure goals are met.

·Responsible for hiring, termination, corrective action and performance reviews.

·Responsible for planning, monitoring and managing budgets for multiple departments.

·Collaborates with several departments including but not limited to Legal, Communication & Marketing, Compliance, and external customers on behalf of support service functions

Required Job Qualifications:

·Bachelor's degree.

·Eight years of hospital, hospitality management or related setting

·Five years of people management experience

·Excellent communications skills, collaborative management style.

·Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access

Preferred Job Qualifications

·Master's degree in Business, Corporate Management, or Healthcare Administration or other relevant field.

·Ability to execute the vision providing actionable steps and day-to-day management for the team.

·Strong communication and interpersonal skills are required to lead and influence; strong presentation skills.

  • ·Ability to prioritize work effectively and work collaboratively across organizational units and at all levels of the organization.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.