Director of Support Services

AHS Vista LLC•Waukegan, IL

About The Position

The Director of Support Services provides strategic leadership and operational oversight for key non-clinical service departments, including Communications/Telephone Operations, Housekeeping/Environmental Services, Central Supply, and Front Desk/Guest Services. This role ensures high-quality, efficient, and customer-focused support services that contribute to a safe, welcoming, and well-organized environment for patients, visitors, staff, and physicians. The ideal candidate is an experienced leader with strong operational, financial, and people-management expertise who is passionate about service excellence and continuous improvement.

Requirements

Bachelor's degree in Business Administration, Healthcare Administration, Hospitality Management, or a related field preferred.
5–7 years of progressive leadership experience in support services, operations, or facilities-related management.
Experience overseeing multiple departments and managing managers/supervisors required.
Strong leadership, communication, and interpersonal skills.
Proven ability to manage budgets, staffing, and operational workflows.
Knowledge of service quality standards, safety practices, and regulatory requirements.
Ability to effectively manage emergencies and crisis situations.
Strong organizational, problem-solving, and decision-making abilities.
Combination of sitting, walking, and standing throughout the workday.
Occasional bending, lifting, carrying, pushing, and pulling (up to and exceeding 50 lbs).
Exposure to infectious and contagious diseases may occur.
Interaction with patients of all age groups under various circumstances.
Irregular hours, on-call, and call-in responsibilities may be required.
Personal protective equipment may be required.
On-call and call-in support is required, which may include coverage at other Vista Health System locations.
Travel to other Vista Health sites may be required.

Responsibilities

Demonstrates commitment to Vista Medical Center's Community Cares Program and Standards of Behavior, including consistent use of AIDET communication.
Provides overall leadership, direction, and accountability for assigned support service departments.
Develops and implements policies, procedures, and service standards to ensure operational excellence and regulatory compliance.
Collaborates with executive leadership and department leaders to align support services with organizational goals.
Oversees departmental budgets, staffing models, productivity metrics, and cost-control initiatives.
Ensures compliance with quality, safety, infection-control, and regulatory standards.
Leads, coaches, and develops managers and supervisors to foster accountability, teamwork, and service excellence.
Monitors key performance indicators (KPIs) and drives continuous improvement initiatives.
Coordinates staffing coverage and workflow to ensure uninterrupted operations.
Serves as a point of escalation for service-related concerns or operational issues.
Supports emergency preparedness and operational continuity planning.
Participates in organizational committees and performance improvement initiatives.
Promotes a positive customer service culture focused on responsiveness, professionalism, respect, and service recovery.
Complies with all organizational policies, procedures, and education requirements.