Patient Support Services Director – Main Campus

Join Cleveland Clinic’s Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world class and caregivers are family. Here, you will work alongside a passionate and dedicated team, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. 

As the Director of Patient Support Services, you will provide operational and strategic leadership for the Patient Transportation, Guest Services, Administrative Services and Volunteer Services within the Main Campus submarket. In this role, you serve as the operational expert responsible for the management, planning and execution of all patient and guest related transportation and concierge services for a 24/7, 365-day operation. Here, you will offer tactical and compassionate leadership to improve staff engagement, operational excellence, stewardship and quality care. This position offers an excellent avenue through which to enhance the patient experience across the state, thus positively impacting lives and the community every day. 

A caregiver in this position works days from 8:00AM – 5:00PM. 

A caregiver who excels in this role will:   

• Collaborate with the Hospital Executive team to establish robust and targeted training and engagement programs for service delivery. 
• Direct the organization and management of multiple operational and business activities.  
• Support the department service delivery goal to exceed patient expectations by providing timely, safe and professional transportation services for both ambulatory patients and inpatients.   
• Facilitate efficient workflows to drive the timely throughput of our patients, allowing our inpatient teams to maximize the capacity of our hospital with > 1,200 hospital beds.  
• Identify strategies and innovations to improve department operational efficiencies and effectiveness.  
• Establish and oversee the monitoring of productivity standards, provide direction and promote a productive, healthy work environment. 
• Utilize external and internal data to evaluate and improve the customer and patient experience, patient flow and employee engagement.  
• Guide enterprise leaders and enterprise hospitals on patient transport benchmarks for productivity efficient use of resources. 
• Lead budget process to ensure operational success and establish appropriate staffing levels needed to maintain operating budget.  
• Oversee expense management in alignment with annual department budget and participate in discussions for enterprise hospitals on staffing recommendations and budget planning 
• Participate in and/or lead enterprise committees and initiatives that govern department operations.  
• Identify, evaluate and select new equipment/technology to support caregivers in their daily work across the enterprise and define efficient workflows. 
• Lead the development of short and long-range goals that support the submarket strategic objectives.  
• Develop goals related to the operational and administrative needs of the department, including budget, programs/services and special projects. 
• Drive efficiencies in hospital throughput through prioritizing resources to meet the needs of the hospital and disseminate best practices to other hospitals to achieve organizational alignment.  
• Implement approved programs within established timeframes, prepare reports and maintain documentation related to all operational initiatives and functions.  
• Collect, analyze and report data to submarket leadership teams. 
• Oversee and lead continuous improvement projects designed to enhance the patient and customer experience and employee engagement.  
• Instill the appropriate key performance metrics to ensure knowledge of performance is shared, helping improve the patient experience and employee engagement. 
• Consult all enterprise hospitals (Ohio Market, Florida Market, International) on transport and Patient Support Services management, including new buildings, hospital acquisitions and review of benchmarks for alignment. 
• Complete comprehensive analysis of all new acquisitions regarding workflow, equipment needs and staffing to support patient support services.   
• Partner with existing hospitals to review benchmarks, identify efficiency opportunities and share best practices across all enterprise hospitals. 
• Conduct qualitative and quantitative analysis of department activities to identify opportunities for improved productivity and operations. 
• Coordinate and manage department physical resources, including space planning, inventory control and property maintenance. 
• Identify new avenues for recruiting and retaining talent within the enterprise creating partnership with local community groups. 

Minimum qualifications for the ideal future caregiver include:   

• Bachelor's Degree in Business, Health Care Administration or a related field and five years of progressive responsibility of related work experience, including two years of leadership experience, budget development, planning and management of space and equipment, planning and implementation of systems and procedures OR Master’s Degree and three years of experience 

Preferred qualifications for the ideal future caregiver include:   

• Master’s Degree 
• Experience in Patient Transportation Services, Guest Services or related departments 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/     

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Ability to transport equipment and/or supplies weighing up to 50 pounds
• Ability to travel throughout the health system.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.