Job Description

The EVS Service Excellence Program Manager reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This position will ensure the effectiveness of the EVS program, providing leadership in the following key areas: Process Standardization, Training & Development, Quality Assurance, Patient & Employee Engagement, Housekeeping Standards, Bed Throughput and Safety.

Responsibilities:

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 areasBetween case cleaning procedures

Terminal cleaning procedures

Patient Care areasDaily cleaning procedures

Discharge cleaning procedures

Ancillary Service areasSpecialty cleaning procedures (e.g. MRI, Cath Lab)

General public areasGeneral cleaning procedures

Evaluate frequency and timing for key public areas

Assist with hard wiring elements of the programTrainingOrientation and Annual Retraining

Monthly topics

Quality AssuranceInspections

Accountability for outcomes

Patient EngagementRounding

AIDET

Employee Engagement and RecognitionMonthly meetings

Employee rounding for outcomes

Performance Management

Housekeeping standardsCleaning 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 programNew 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 teamMicrosoft 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 team building.

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 programTool 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 programmaticsAIDET 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 waysEmployee 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.