POM REGIONAL DIRECTOR OF OPERATIONS – SOUTH ATLANTIC

Regional Director of Operations (RDO) serves as the primary representative of Crothall Healthcare Services for the designated client accounts within his/her operating region. He/she is responsible for successfully coordinating and directing all activities within the assigned account through subordinate managers, supervisors, and employees. Highest possible client and customer satisfaction, employee relations, and retention programs effectiveness is to be maintained and financial goals achieved for the client and Crothall Healthcare Services. In carrying out assigned responsibilities, the RDO must ensure that all personnel under his/her operation comply with all Client, Government, Corporate and Division policies, and procedures.

JOB RELATIONSHIPS

The RDO will work with each client and the Regional Vice President (RVP) as directed in all matters relating to contract and account operations in order to establish and maintain a solid and mutually beneficial business relationship.

PRIMARY RESPONSIBILITIES

• 
  Financial
• Establishes and maintains client satisfaction at a level that ensures account retention.
• Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.
• Monitors and ensures compliance with the provisions of client contracts.
• Develops, implements and monitors a unit business plan and reports to clients as required.
• Ensures that client communications are effective in all areas including communicating the benefits of maintaining Crothall Healthcare Services as the services management provider.

• 
  Client and Customer Satisfaction/Relations
• Establishes and maintains client satisfaction at a level that ensures account retention.
• Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.
• Monitors and ensures compliance with the provisions of client contracts.
• Develops, implements and monitors a unit business plan and reports to clients as required.
• Ensures that client communications is effective in all areas including communicating the benefits of maintaining Crothall Healthcare Services as the services management provider.

• 
  Program Quality and Standards

• Responsible for implementation and effectiveness of programs at the account and sub-units for compliance with Corporate and Division standards.
• Encourages employee creativity and innovation within agreed upon Crothall Healthcare Services standards.
• Takes necessary actions (Regional Audit Tool) to ensure that all Crothall Healthcare Services quality and service standards are met.
• Provides recognition for employees when programs are implemented with success.
• Ensures compliance with TJC, DNV, OSHA, NFPA, State Department of Health and other Authority Having Jurisdiction.

• 
  Business Growth and Marketing
• Increases account revenue and operating profit contribution by implementing and building services and creating other opportunities for growth.
• Responsible for the implementation and compliance with the agreed-upon Corporate and Divisional marketing programs.
• Assists in costing new business in the sales-survey process.
• Assists in the start up of new business.

• Human Resource Management
• Responsible for compliance with all Human Resource policies and procedures by all employees within the account.
• Responsible for correct and fair wage and benefit administration.
• Works closely with the Human Resource Manager to ensure the achievement of Safety, EEO, benefit administration and other human resource program goals within the account.
• Responsible for selection of unit staff employees and as required, management personnel.

• 
  Leadership and Managerial Skills
• Recognizes the importance of effective leadership in meeting the targets set forth in the accounts performance plan.
• Recognizes the need for and demonstrates good communication and listening skills with clients, customers and employees.
• Represents Crothall Healthcare Services both professionally and ethically at all times.
• Acts as a positive role model.

• 
  Financial

• Monitors expenses within the accounts/units.
• Recommends and manages capital requirement to maximize financial returns.
• Involved with sales survey pricing of business as required.
• Assists in the development of future contract financial reviews and updates.

• Monitors period analysis reports and initiates action plans as necessary.

• 
  Client and Customer Satisfaction/Relations
• Maintains an active stewardship program at multiple levels within the accounts.
• Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients.
• Promotes client awareness of program alternatives and availability of corporate resources.
• Executes programs to meet the account’s unique needs.
• 
  Program Quality and Standards
• Encourages employee creativity and innovation within agreed upon Crothall Healthcare Services standards.
• Provides recognition for employees when programs are implemented with success.

• 
  Business Growth and Marketing
• Maintains an awareness of the competition and market conditions internal and external to the unit.
• Coordinates with the Regional Vice President, the client communication and retention process.
• Promotes and leverages the Crothall Healthcare Services name and resources to maximum advantage throughout the account.
• Identifies and recommends new sale and revenue opportunities.
• Assists in the start up of new business.
• Active involvement with Sales Representatives in the bid and selling process as required.

• 
  Human Resource Management
• Participate in the Human Resource planning process to ensure that the account is adequately staffed.
• Develops the account training plan for management employees and hourly employees and ensures its successful implementations.
• Provides opportunities for advancement and other developmental experiences for successful managers and employees.
• Responsible for the implementation of an effective Employee Relations program throughout the account and its sub-units..

• Leadership and Managerial Skills
• Demonstrates and promotes Crothall Healthcare Services culture, values and management philosophy.
• Demonstrates a proactive and enthusiastic attitude in striving for and meeting Crothall Healthcare Services’ business goals and objectives.
• Follows the principle of “Management by Walking Around (MBWA)” to maintain contact with clients, customers, and employees.
• Visits other units on a selective basis to ensure that a sharing and exchange of ideas and experiences occurs.
• Promotes teamwork within the account.
• Coaches and counsels’ employees and managers as needed; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth.
• Interfaces proactively with all support departments (such as HR, safety, Marketing, Procurement) to obtain best results for all concerned.

• 
  Position Profile/Qualifications

• A four-year college degree, preferably B.S./B.A. in Engineering and/or Business Administration or eight to ten years operations experience in Facility Engineering operations at the Director/General Manager of multiple services level.
• CHFM professional designation preferred, required within 6 months.
• Thorough understanding of TJC, DNV, NFPA, EPA (Title V), State Department of Health and other Authority Having Jurisdiction Standards.

• Demonstrated oral and written communication skills.

• Computer skills.
• Ability to analyze and interpret financial and other data.
• Planning, organizing and effective time management skills.
• General business acumen.
• Professional appearance and demeanor.
• Excellent interpersonal skills.
• General management skills.
• Personal and professional integrity.
• A hospitality orientation.
• Ability to work effectively under pressure and meet established goals and objectives.
• Ability to anticipate and solve problems.

Geographic Region:

• Pennsylvania
• West Virginia
• Virginia
• Maryland
• New Jersey