SUMMARY:

Brown University Health (Brown Health) employees are expected to embrace and successfully role model our Shared Values of Compassion, Accountability, Respect, and Excellence; as these values guide our everyday actions with patients, customers, and one another.

Under the supervision of Finance and Supply Chain Leadership – Linen and Office Services Program Manager is responsible for planning, organizing, directing, and ensuring the delivery of high-quality linen, print shop, and office services to user departments across the system, continually driving to improved quality and greater efficiency. Operational standards must provide a high-level of customer service and operational support to the caregivers and departments served across the Brown Health facilities.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Creates and maintains quality assurance and practice standards in accordance with established system policies, procedures, and objectives. Recognizes or anticipates problems and works to address and solve issues immediately.
• Provides enterprise leadership for system-wide services, ensuring alignment with Brown Health strategic, clinical, quality, and financial objectives.
  
• With a strategic and systems approach - plans, coordinates, monitors, and oversees department activities to ensure effective operations to improve efficiency, productivity, and cost containment.
• Effectively and continually communicates with customers and manages staff to facilitate the flow of operations. Facilitates continuous performance improvement by encouraging innovation and measuring results.
• Develops departmental goals, objectives, procedures, and work standards for Linen and Office Services.
• Facilitates effective use of people, financial, and material resources; schedules personnel; assigns work duties; supports staffing deployment, shift coverage, productivity, service delivery, and efficient daily operations across Linen and Office Services functions.
• Serves as a role model by demonstrating organizational values, professional standards, strong customer service practices, effective communication, staff engagement, and positive, action-oriented feedback that supports employee performance, growth, and potential.
• Builds and maintains positive customer service relationships by identifying and responding to customer needs, managing difficult interactions appropriately, educating staff on quality service, following up on department requests, and meeting with departments to ensure services are completed using proper methods.
• Works with the Office Services Manager and Linen Supervisors to evaluate performance, provide counseling, address employee relations matters, resolve escalated issues, complete performance appraisals, conduct meetings, interpret policies and procedures, and participate in interviewing and selection recommendations for supervisory personnel.
• Consults with vendor representatives; oversees testing and evaluation of new products, equipment, and services; and recommends purchases of products, equipment, and services to leadership or Supply Chain as appropriate.
• Coordinates logistics for transporting Linen and Office Services materials to operational sites and manages daily operations of a large industrial healthcare linen plant, including soil sort, washroom, drying, finishing, folding, cart make-up, surgical linen preparation, clean linen distribution, and transportation functions.
• Ensures linen operations support continuous patient care needs by maintaining production flow, linen availability, infection prevention standards, equipment reliability, timely delivery, workflow oversight, preventative maintenance coordination, chemical usage, wash formulas, quality control, and par-level management.
• Monitors production capacity, turnaround times, rewash rates, reject rates, linen loss, cart accuracy, route performance, emergency contingency plans, equipment utilization, and service reliability during routine operations, volume surges, equipment downtime, weather events, labor disruptions, or vendor interruptions.
• Prepares annual budgets and monthly reports; tracks, analyzes, and reports key financial indicators including cost per processed pound, pounds processed per operator hour, labor cost per pound, overtime utilization, premium pay, supply and chemical expense, linen replacement expense, equipment repair expense, outsourced linen cost, transportation expense, budget variance, and cost avoidance opportunities.
• Uses financial and operational data to identify trends, control expense, improve productivity, reduce waste, evaluate outsourcing versus internal processing costs, support capital planning, and contribute to the organization’s operating margin goals.
• Partners with hospital leadership, nursing, perioperative services, infection prevention, supply chain, finance, facilities, and vendors to support patient safety, regulatory readiness, operational continuity, hospital financial performance, and safe, professional performance in accordance with established policies and procedures.

PERFORMANCE STANDARDS:

• Effective utilization of resources for optimizing productivity and quality
• Development and implementation of a continuous quality improvement system
• Customer centric focus and operations to a high-level of operations service
• Fiscal responsibility and oversight
• Positive feedback from and relationships with colleagues and staff

BASIC KNOWLEDGE:

• Bachelor’s degree preferred, along with prior experience managing large-scale linen operations in a healthcare, hospitality, commercial, or industrial setting.
• Mature and effective verbal and written communication skills
• Knowledge of applicable systems and Microsoft Offices products
• The ability to exercise considerable independent judgment in the performance of management duties. Supervisory and managerial abilities necessary to organize and direct the operations of a system support service
• An elevated level of people skills to effectively represent Brown Health in interactions with all levels of personnel within and outside the organization.

EXPERIENCE:

Minimum of six years progressively more responsible related management experience, preferably gained in a similarly diverse and operationally complex health care environment.

INDEPENDENT ACTION:

Performs and manages others independently within Brown Health policies and practices. Refers specific complex problems to leadership when clarification or guidance is required.

SUPERVISORY RESPONSIBILITY:

Supervisory responsibility for up to 200 FTEs

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: