DescriptionROLE PURPOSE: Lead system and site level teams to optimize Support Services processes and performance levels, enhance service quality and minimize costs, while ensuring the best patient experience and safest environment of care. Through the executive oversight of internal operations and the leadership of strategic outsourced management services relationships, establishes and maintains health system clinical engineering, food services, patient transportation, environmental services, laundry and linen services and telecom as core capabilities that achieve and surpass service level and regulatory requirements and provide a competitive advantage in the markets served by the Mount Sinai Health System.
OBJECTIVES:
- System-wide Support Services Standardization: Establish an industry-leading approach for policies, procedures, and best practice across each support service area: EVS & linen, food & nutrition, patient transport, clinical engineering and telecom
- Support Services Strategy and Planning: Serve as support to SVP Chief Resource Officer to ensure the right organizational connections are being made across the system for budgeting, program management, and internal socialization and execution of new initiatives
- Strong Site Relationships: Foster successful partnership with Hospital and Ambulatory Site Support Services Leaders to deliver on system vision with site nuances
- Patient Experience Enhancement: Achieve exceptional patient satisfaction by monitoring performance and proactively implementing data-driven solutions to enhance patient experience across hospital and ambulatory sites
- Financial Accountability & Cost Efficiency: Establish a well-defined financial accountability structure to establish and achieve financial goals while maximizing cost efficiency without compromising quality or patient experience in each support service area
- Vendor Implementation & Performance Tracking: Ensure the consistent delivery and performance of high-quality vendo
ResponsibilitiesKEY RESPONSIBILITIES:
- Service Delivery System-Wide Approach: Define support services policies and best practices for EVS & linen, food & nutrition, patient transport, and telecom to enable site-level execution
- Leadership Culture and Behavior Approach: Foster a strong culture of collaboration and trust across teams, emphasizing the importance of a shared commitment to continuous improvement, operational efficiency, and patient experience
- Support Service SLAs: Develop and recommend Service Level Agreements (SLAs) to create clarity between the services, performance standards, and responsibilities of Site Support Services Leaders
- Support Services Quality & Continuous Improvement:Evaluate the quality of support services outputs across each site based on established policies, standards, and SLAs working with internal stakeholders to address gaps and drive process improvements
- Support Services Internal Projects:Collaborate with system leaders, project management leaders, and key stakeholders to identify and lead integration initiatives across the system
- Vendor Management: Lead the implementation of in scope vendor services by tracking performance, financials, and the efficiency of contract administration against agreed upon contractual deliverables and standards, using results to determine applicability of and amount for incentives, penalties, credits, and rebates
- Financial and Resource Management: Support SVP Chief Resource Officer and dedicated finance leader in managing system budgets, approving financial request at a defined threshold, and allocating system-level resources to maximize value and minimize cost for each support services area, while identifying and managing savings and revenue opportunities
- Technology Analysis: Serves as a catalyst andchampion for new technologies, innovation and AI use cases across the support services enterprise. Collaborates with DTP, vendors and operational leaders to assess and identify new technologies to support efficiency, effectiveness, process, and performance improvement in support services
- Ensures Adherence to Quality performance and Metrics: Understand and use KPI metrics and performance dashboards to determine support service area’s strategic, financial, and operational goals, holding site leaders accountable to performance standards and ensuring compliance with established benchmarks
- Food Nutritional Quality & Food Insecurity: Collaborates with the Clinical Nutrition team, Government Affairs, the outsourced management services provider, industry peers and other key stakeholders to ensure high quality nutritional food options are available for patients, staff and visitors that are appealing, flavorsome and competitively priced. Works with Government Affairs and local food banks, pantries and other agencies to address food insecurity challenges in a manner that provides benefit to our patients and communities served.
- Retail Food Strategy and Pricing: Partner with the SVP and Chief Resource Officer to establish and determine an appropriate strategy and pricing approach to meet organizational needs and ensure market competitiveness
- System Maintenance Tracking and Reporting: Ensure optimal biomedical equipment asset performance and improve efficiency in the organization thorough proactive maintenance strategies and data driven decision making
- Manage Asset Portfolio: Maximize the value, utility and life cycle of assets while minimizing risk and costs and ensuring they align with the needs and goals of the organization. Assist with related capital planning and replacement timing.
- Patient Satisfaction:In conjunction with the outsourced contractor relationship, identifies and continually assesses the key drivers of patient satisfaction and implements improvements to increase and sustain HCAHPS cleanliness scores and food quality Press Ganey scores at the top quartile of performance. Must work effectively with the contracted partner and ensure effective processes are in place to recruit, develop and retain front line associates that can effectively engage patients, family and guests and impart a favorable impression related to food quality, service levels, environmental hygiene and cleanliness.
- Regulatory Compliance: In collaboration with Mount Sinai operational leaders and the outsourced contractor, ensures compliance with appropriate infection prevention, safety, OSHA, Joint Commission, Department of Health and other regulatory standards.
- Emergency Preparedness: Oversees system efforts to ensure adequate inventory levels and emergency reserves are maintained of critical environmental supplies, hospital linens and scrubs to ensure business continuity. Maintains key vendor relationships with manufacturers and distributors and works in collaboration with the supply chain team and the outsourced contractor to secure vendor commitments.
- Industry Networking: Participates as a Mount Sinai Health System leadership representative in support service-related industry peer groups, promoting Mount Sinai requirements and driving industry standards for academic health systems. Networks with industry peers and remains abreast of industry trends to improve the patient experience related to cleanliness and food quality, sustainability, support service/practitioner collaboration models, new technology and automation, advances in infection control and other improvements in healthcare hospitality services.
- PDC and Facilities Support: Provides project and facilities support to the System Planning, Design and Construction (PDC) and Engineering leadership teams.
Qualifications- Master’s degree required.
- 10+ years in positions of progressive responsibility leading support services functions in a complex, large-scale multi-entity environment. Health care leadership experience in these disciplines required.
- Experience with third party vendors ensuring successful delivery to contracts, statements of work operational metrics and other contractual accountabilities. Advanced knowledge of vendor management and contract administration processes.
- Ability to function in a highly autonomous manner and perform effectively in an environment of ambiguity and conflicting priorities (i.e. provide the highest quality and best patient experience while maintaining a cost-effective leadership position in the marketplace).
- A proven and positive patient experience track record including advanced knowledge of Press Ganey and HCAHPS scores, and front-line associate patient engagement expertise.
- Ability to recruit top level talent, meld them into team, establish a vision and obtain buy in from team members.
- Ability to lead effectively through both influence and direct authority.
- Strategic thinker who is capable of developing innovative solutions to drive improvement in a complex matrix environment.
- Superior analytical and organizational skills with the ability to simultaneously manage multiple, mission-critical projects.
- Budgeting, fiscal performance, and resource allocation experience.
- Ability to cultivate and nurture successful relationships with all levels of stakeholders including internal and external business partners.
- Experience energizing organizational leadership and gaining buy-in and support to changes in approaches, processes, and strategies.
- Proficient public speaker, ability to effectively communicate to senior leadership, physicians, operational leaders, subordinates and staff.
- Strong working knowledge of various computer software applications, particularly Microsoft Outlook, Word, PowerPoint, Project, Access and Excel
Compensation
The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $315,000.00 - 415,000.00 Yearly. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
Employer DescriptionStrength through Unity and Inclusion
The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.
At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.
About the Mount Sinai Health System:
Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.
Equal Opportunity Employer
The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.
