Healthcare Client Success Manager

CORE Linen Services•Bristol, VA

20d

About The Position

Core Linen Services is a provider of hospital and hospitality laundry processing services, operating across more than 20 states. The company focuses on service, quality, and safety to help clients provide essential services to patients and guests. This role, also described in the posting as Laundry Strategic Account Manager, serves as a resource, educator, trainer, and problem solver between clients and Core’s management team, ensuring that linen programs are consistently achieved. The manager maintains client relationships and supports service quality, product utilization, and effective linen strategies. The position includes managing inventory and par levels, analyzing linen use and distribution, coordinating quality assurance with laundry providers and hospitals, and working with infection control practitioners to support compliance with hospital plans and applicable state regulations. The role may also involve managing, directing, or assisting others as assigned. Travel with overnight stays may be required up to an estimated 20% of the time.

Requirements

Proven ability to manage multiple tasks and deadlines.
Effective organization, planning, problem-solving, and analytical skills.
Strong communication and presentation skills.
Ability to work independently in a fast-paced environment.
Ability to travel, including overnight stays, up to an estimated 20% of the time.
College degree or equivalent relevant experience required.
Proven experience building relationships and using a consultative approach to maintaining and growing business.

Nice To Haves

Healthcare Laundry Accreditation Council knowledge and training preferred.

Responsibilities

Provide excellent customer service and maintain relationships at multiple levels within assigned accounts and territory, ensuring quality service, product utilization, and best-practice linen strategies.
Build strong customer relationships to support client satisfaction, quality, and product utilization expectations.
Identify opportunities within existing customer facilities to increase account penetration.
Manage inventory and linen par levels, and implement Core’s Linen Cost Management systems and procedures.
Set up and coordinate a Linen Committee.
Perform and manage internal distribution analysis and LOIS utilization (Linen Opportunity & Impact Study).
Conduct par-level analysis and adjust levels as necessary.
Perform product-line evaluations using linen specification expertise.
Identify linen security opportunities and coordinate physical inventory.
Implement a laundry-specific Quality Assurance (QA) program between the laundry provider and customer, in coordination with hospital HCAHPS scores.
Coordinate with Infection Control Practitioners at each hospital system to ensure Core’s laundry follows the account’s Hospital Infection Control Plan and surpasses applicable state regulations.
Manage, direct, or assist others as assigned.