JOB DESCRIPTION: HOSPITAL LINEN LIAISON

Position Summary: Responsible for THL customer service to the hospitals we serve, including addressing customer-related issues, educating customers on linen utilization, conservation and effective cost savings techniques that minimize waste and keep linen in rotation, and overall ensuring of healthy relationships between the company and our hospitals.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

· Provides service to current customers to foster a cohesive, profitable relationship, address complaints and issues that arise, and build loyalty.

· Responds promptly to complaints and issues. Seeks to provide mutually beneficial resolutions when possible and strives to understand each issue fully from both perspectives before offering solution.

· Provides linen management and utilization training and ongoing education and coaching for key customer staff members to ensure proper use of linen, accountability for linen inventories, accurate ordering and disbursement of linens, and to allow for proper circulation of linen (no overstocking or “shelving”) and to minimize loss. Trainings will promote cost savings for THL and for the customer as proper inventory management and linen awareness means linen stays in the system and circulates back to us, reducing replacement costs and maintaining fill rates.

· Compiles reports and analysis for customers to promote awareness of their linen program outcomes, to continually encourage effective linen program management, and to provide value-added service and build brand loyalty.

· Coordinates with necessary THL team members to promptly and effectively resolve customer issues created by the way we produce, deliver, or otherwise perform their linen services. Handles matters delicately and strategically in-plant to accomplish the desired goal of improved service. Educates key THL staff members on service and product issues that arise and helps THL staff to understand issues that impact customer satisfaction and loyalty.

Key Performance Indicators: Success in this position will include positive results in the following areas. This is not an all-inclusive list, and other expectations and goals may be required based on circumstances and plant need:

1. Clean-to-Soil ratio of 7% - 10%. Healthy clean-to-soil is an indicator of proper linen rotation.

2. Customer visits: 15 – 20 visits per month.

3. Issue Resolution: Resolves issues promptly and thoroughly, continuing to follow up until issue is .

4. Reduce linen loss, abuse, and over-ordering trends, reporting on outcomes monthly.

5. Customer Retention / Satisfaction: Maintains strong customer loyalty and satisfaction levels.

Core Values: In order to fulfill our Mission, employees are expected to adhere to our Core Values, which we live out every day by…

· Respect: Treating others as we would like to be treated. Communicating tactfully, calmly and respectfully without profanity or sarcasm. Listening with the intent to understand, and acknowledging that what is being said is important to the speaker. Responding in a timely fashion. Never saying anything about anyone that we would not say to him or her. Acknowledging everyone as right from their own perspective.

· Responsibility: Taking ownership of your work and outputs. Operating SAFELY by eliminating safety hazards and promoting an accident-free work environment. Preserving the integrity of Company resources, products, equipment and facilities. Complying with Company procedures, policies and expectations from leadership. Taking initiative, actively seeking out the next necessary task upon the completion of the current task instead of waiting to be told what to do next. Being accountable to your superiors. Having an overall sense of duty and dedication to getting done whatever needs to be done.

· Quality: Performing your duties in an effective manner with accuracy and attention to detail every time. Striving to maintain the best possible process which consistently puts out hygienically clean products to our customers in the proper quantities at the proper time. Sending only quality products to our customers – products that accomplish the intended outcome of the user, that when at all possible are free of stains, rips or are overly worn, and that can help our customers create a healing environment for their patients. Communicating necessary information timely, following up, and following through to ensure issues are addressed properly and completely.

· Efficiency: Achieving the highest possible productivity in the least amount of time. Maintaining this high productivity level at a sustainable pace to ensure we are able to consistently produce the quantity of products needed in the time provided. Managing time effectively to maintain the necessary results.

· Customer Focus: Having a supportive, helpful mentality in all our customer dealings.Providing prompt, timely services and responding to customer needs quickly and thoroughly. Making our best effort to understand and appreciate the customers’ needs in every situation. Continuously striving to increase customer loyalty.

· Team Unity: Working as a to accomplish the requirements of the day.Striving towards the team’s goal, forgetting about individual differences and focusing on the team’s success. Promoting team loyalty and harmony through my behavior, interactions and performance. Remaining approachable and dealing respectfully and tactfully with fellow coworkers and leaders.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability: Required to speak, read and comprehend English fluently. Bilingual in Spanish preferred but not required. Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

Reasoning Ability: Apply logical thinking to a wide range of intellectual and practical problems. Deal with nonverbal symbolism (e.g., formulas and equations) in difficult phases. Deal with a variety of abstract and concrete variables.

Soft Skills / Personality: Must have “likeability factor” / be liked by the customers. Able to effectively handle multiple personality types. Has high EQ / emotional intelligence. Must be a social person, loves people, is genuinely outgoing and an extravert. Speaks well, confident communicator. Able to conduct meetings with all levels at the hospital, from C-suites to Linen Techs. Bold and confident enough to walk into a room of strangers and address problems with tact and poise. Not afraid to get their hands dirty and jump in to work alongside hospital staff, perform a trash audit at the hospitals, and to work soil sorting at the plant.

Computer Skills: Personal computer, proficient in Microsoft Outlook and professional email etiquette and composition, proficient in Microsoft Excel, Word, PowerPoint, ability to learn linen management software, utilize it and teach others how to use it.

Certificates and Licenses: Must have and maintain a valid Texas Driver’s License with clear driving record.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Required to travel/drive to and from customer locations

· Must manage multiple tasks and projects

· Must deal with varying customer-related circumstances and stressful situations, in some cases even with hostile circumstances

· Subjected to various hospital settings; may be exposed to potentially infectious materials

· May be exposed to unpleasant patient elements

· May be exposed to hot or noisy equipment

· Handles emergency or crisis situations

· Occasionally subjected to irregular work hours and varying schedules

· Some on-call duties may be required to respond to customer needs at all hours of the night.

· May be required to handle absentee replacement on short notice

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This position stays busy and is required to be physically active in order to interact with and keep up with various hospital personnel within their area of work while they are working.

· Subject to long drives to and from customer locations, significant enough to cause fatigue and/or drowsiness. Must be able to sit for long periods of time, followed by physical activity.

· May be subjected to driving in poor or hazardous weather conditions

· Must be able to walk a minimum of 10,000 steps per day.

· Regularly required to help customers with organization of linen, which requires lifting, bending, twisting, reaching and carrying stacks of linen to move to a different location, including overhead storage spaces, and pushing/pulling heavy carts of linen.

Reports To: Operations Manager Department: Customer Service

Job Type: Full-time

Pay: $46,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

License/Certification:

• Drivers License and clear driving record (Required)

Work Location: In person