Laundry Manager

About the role

Brown University Health (Brown Health) employees are expected to embrace and successfully role model our Shared Values of Compassion, Accountability, Respect, and Excellence; as these values guide our everyday actions with patients, customers, and one another. Under the supervision of Finance and Supply Chain Leadership – Linen and Office Services Program Manager is responsible for planning, organizing, directing, and ensuring the delivery of high-quality linen, print shop, and office services to user departments across the system, continually driving to improved quality and greater efficiency. Operational standards must provide a high-level of customer service and operational support to the caregivers and departments served across the Brown Health facilities.

Responsibilities

• Creates and maintains quality assurance and practice standards in accordance with established system policies, procedures, and objectives.
• Recognizes or anticipates problems and works to address and solve issues immediately.
• Provides enterprise leadership for system-wide services, ensuring alignment with Brown Health strategic, clinical, quality, and financial objectives.
• With a strategic and systems approach - plans, coordinates, monitors, and oversees department activities to ensure effective operations to improve efficiency, productivity, and cost containment.
• Effectively and continually communicates with customers and manages staff to facilitate the flow of operations.
• Facilitates continuous performance improvement by encouraging innovation and measuring results.
• Develops departmental goals, objectives, procedures, and work standards for Linen and Office Services.
• Facilitates effective use of people, financial, and material resources; schedules personnel; assigns work duties; supports staffing deployment, shift coverage, productivity, service delivery, and efficient daily operations across Linen and Office Services functions.
• Serves as a role model by demonstrating organizational values, professional standards, strong customer service practices, effective communication, staff engagement, and positive, action-oriented feedback that supports employee performance, growth, and potential.
• Builds and maintains positive customer service relationships by identifying and responding to customer needs, managing difficult interactions appropriately, educating staff on quality service, following up on department requests, and meeting with departments to ensure services are completed using proper methods.
• Works with the Office Services Manager and Linen Supervisors to evaluate performance, provide counseling, address employee relations matters, resolve escalated issues, complete performance appraisals, conduct meetings, interpret policies and procedures, and participate in interviewing and selection recommendations for supervisory personnel.
• Consults with vendor representatives; oversees testing and evaluation of new products, equipment, and services; and recommends purchases of products, equipment, and services to leadership or Supply Chain as appropriate.
• Coordinates logistics for transporting Linen and Office Services materials to operational sites and manages daily operations of a large industrial healthcare linen plant, including soil sort, washroom, drying, finishing, folding, cart make-up, surgical linen preparation, clean linen distribution, and transportation functions.
• Ensures linen operations support continuous patient care needs by maintaining production flow, linen availability, infection prevention standards, equipment reliability, timely delivery, workflow oversight, preventative maintenance coordination, chemical usage, wash formulas, quality control, and par-level management.
• Monitors production capacity, turnaround times, rewash rates, reject rates, linen loss, cart accuracy, route performance, emergency contingency plans, equipment utilization, and service reliability during routine operations, volume surges, equipment downtime, weather events, labor disruptions, or vendor interruptions.
• Prepares annual budgets and monthly reports; tracks, analyzes, and reports key financial indicators including cost per processed pound, pounds processed per operator hour, labor cost per pound, overtime utilization, premium pay, supply and chemical expense, linen replacement expense, equipment repair expense, outsourced linen cost, transportation expense, budget variance, and cost avoidance opportunities.
• Uses financial and operational data to identify trends, control expense, improve productivity, reduce waste, evaluate outsourcing versus internal processing costs, support capital planning, and contribute to the organization’s operating margin goals.
• Partners with hospital leadership, nursing, perioperative services, infection prevention, supply chain, finance, facilities, and vendors to support patient safety, regulatory readiness, operational continuity, hospital financial performance, and safe, professional performance in accordance with established policies and procedures.

Requirements