Senior Manager, Clinical Services

Position Summary

Oversees the management and facilitates production and quality within STERIS Offsite Reprocessing Centers (ORC’s), Outsourced facilities, or Customer accounts. Ensures Customer expectations are met by pro-actively managing activities and complying with contractual obligations. Provides on-site support, training, and communication to employees and contracted facilities sterile processing department management and personnel. Ensures proper operational processes are followed by all members of the team in conjunction with the standards set forth by the Department of Health, TJC, DNV, OSHA, CDC, AAMI and AORN. Manages and implements sterile processing process improvement projects leveraging STERIS Process Improvement (PI) modules and is competent in all PI Specialist requirements.

Duties

LEADERSHIP

• Ability to motivate and manage a leadership team to provide excellent day-to-day service that meets the Customer’s needs and contractual obligations, support the operations, and ensure delivery of overall target and business plan
• Maintains a strong relationship with the STERIS Business Development partner and possesses the ability to identify opportunities to provide additional services by building and maintaining strong Customer relations and ensures the satisfaction of Customer deliverables
• Determines the appropriate staffing and properly aligns staff with fluctuating demand and ensures leadership team possesses this same ability
• Motivational leader that possesses the ability to build and maintain a culture of Employee Engagement, Retention, and Safety through Regular communication and on-going training.
• Interviews, hires, assists with training, coaching, and disciplining employees to meet company objectives and Customer requirements

CUSTOMERS

• Ensure delivery of Customer Key Performance Indicators (KPI’s) and conducts regular Customer Pulse Check meetings to review quality metrics and ensure Customer expectations are met.
• Develop strong relationship with Customers at all levels including executive leadership and/or partners with the Customer Service Manager to manage and develop the Customer relationships
• Resolve Customer issues in a timely and efficient manner by discovering the root causes of problems and processes and develops a plan with measurable outcomes to track progress
• Demonstrates comprehensive understanding of the contract(s) and maintains strong relationships to ensure a high-quality product is provided in relation to contractual scope

Duties - cont'd

OPERATIONS/PROCESSES

• Demonstrates complete understanding of STERIS standard processes and possess the ability to manage, train and implement processes while focusing on continuous improvement and holding team members accountable through leadership routines

• Develops and enforces the implementation of policies, new processes, procedures, product conversions, services, and programs in conjunction with the contract and STERIS to improve Customer service
• Possesses the ability to effectively manage a P&L to ensure Customer deliverables are met while staying within budget
• Uses Non-conformance documentation to identify areas of deficiencies and creates Corrective Action Plans to manage improvement
• Ability to effectively translate and implement business strategy
• Ensures proper operational processes are followed by all members of the STERIS team in conjunction with the Department of Health, TJC, DNV, OSHA, CDC, AAMI, AORN standards and facilities policies and procedures
• Ensures accuracy and completeness of all administrative documents and functions (time records, count sheets, inventories, billing, etc.) required by the Customer and STERIS

Duties - cont'd

STERIS Collaboration & Support 

• Collaborates with wider Operations Team, Business Development Team, STERIS IPT and Service Teams to grow market share and achieve business objectives.
• Supports the growth market presence of STERIS business offerings in collaboration with STERIS teams.
• Support the Business Development Team in executing changes to Customer contracts by ensuring operational support is provided for any new services to be implemented by utilizing the wider ORC Operations teams available.
• Manages Customer invoicing questions, manage Customer credits and justifications, and ensure process for providing Finance the needed Customer information and billing data is correct and accurate.

Required Experience

1. Must have High School Diploma or GED; Bachelor’s degree from an accredited university or college preferred
   
2. Active certification in sterile processing/central sterile via CBSPD or IAHCSMM required. If not certified at point of hire, it must be obtained within 12 months of hire
3. Sterile Processing Department (SPD) management must maintain no less than eighteen (18) hours continuing education (or other equivalent educational activity) annually to include six (6) hours dedicated to leadership and/or management and three (3) hours dedicated to infection prevention and control.
4. Must have good working knowledge of Microsoft Office applications (4+ Years)
5. Must have experience in process management and quality control (5+ Years)
6. Must have solid understanding and experience in Lean Manufacturing (2+ Years)
7. Effective negotiating and influencing skills (2+ Years)
8. Excellent multi-tasking, priority setting capabilities (2+ Years)
9. Must possess solid managerial, analytical, organizational skills and financial acumen (2+ Years)
10. Must possess excellent verbal and written communication skills

Preferred Experience

1. Medical instrument knowledge a plus (1+ Years)
2. Knowledge of Sterile Processing, Operating Room and Material Management functions a plus (1+ Years)

Skills