Support Services Policy and Procedures Manager

Department:
11334 Support Operations Division - Environmental Services: Corp Administration

Status:
Full time

Benefits Eligible:
Yes

Hou rs Per Week:
40

Schedule Details/Additional Information:

Mondy - Friday. Occasional weekends. Covers both Illinois and Wisconsin

Pay Range:
$51.05 - $76.60

Major Responsibilities:

- Provides division-level leadership for Hospitality Services standards, quality practices, policies, training methods, and operational expectations across multiple hospitals, campuses, and service areas.
- Conducts audits, inspections, facility assessments, and performance validation activities to evaluate compliance with organizational standards, regulatory requirements, and operational expectations.
- Documents observations, findings, trends, risks, and recommendations using formal reporting methods for division leadership, site leaders, and operational stakeholders.
- Provides guidance to division and site leaders to support vendor relations, accountability, corrective action planning, follow-up, and closure of identified performance or compliance gaps.
- Serves as the governance lead for Hospitality Services policies, including policy development, review, standardization, implementation, and ongoing maintenance.
- Provides oversight and support for training methods, training content, onboarding resources, and leadership development tools to promote consistency across Hospitality Services.
- Analyzes operational performance data, audit findings, quality metrics, and other information to identify improvement opportunities and communicate insights to leadership.
- Oversees the planning, implementation, adoption, and sustainability of new Hospitality Services initiatives, technologies, process improvements, and standard work.
- Provides operational readiness leadership for construction, renovation, and project implementation activities to help maintain service continuity and alignment with Hospitality standards.
- Serves as a subject matter resource for quality, safety, compliance, service delivery standards, continuous improvement, change management, and Hospitality Services operations.

Education Required:

- ​​ Bachelor’s degree in Hospitality, Healthcare Administration, Business Administration, Operations Management, Quality Management, or a related field.

Work Experience Required:

- 7+ years of experience in healthcare, hospitality services, support services, operations, quality, compliance, training, project coordination, or a related field, including
- Experience supporting standards, audits, process improvement, policy management, training programs, or multi-site operations, and
- Experience working in a matrixed environment and collaborating with operational leaders and cross-functional partners

Knowledge, Skills & Abilities Required:

- Knowledge of healthcare support services, hospitality operations, food and nutrition services, quality assurance, compliance readiness, policy management, and operational standards
- Ability to conduct audits, assessments, inspections, and follow-up activities in a consistent and objective manner
- Ability to analyze data, identify trends, summarize findings, and provide clear recommendations to leadership
- Strong written and verbal communication skills
- Ability to develop and maintain policies, procedures, tools, reports, training resources, and standard work
- Ability to manage multiple priorities, projects, timelines, and stakeholder needs
- Ability to collaborate with enterprise, division, site-based, and cross-functional leaders
- Ability to support change management, process improvement, and standardization across multiple locations
- Ability to provide consultative support and influence outcomes without direct line authority
- Strong organizational, problem-solving, and critical thinking skills

Physical Requirements and Working Conditions:

- System-level role supporting multiple hospitals, campuses, and operational units across Illinois and Wisconsin
- Frequent travel throughout the Midwest Division, with routine presence across multiple hospitals and sites
- Work performed in office, hospital, patient care, and operational service environments
- Regular use of computers, phones, reporting tools, and virtual meeting platforms
- Physical activity may include sitting, standing, walking, bending, and reaching during site visits, audits, and assessments
- Exposure to operational environments, including food service areas, cleaning products, noise, and variable temperatures, may occur
- Flexibility required to support operational priorities, site visits, regulatory readiness, and project work across locations.

Preferred Job Requirements

Preferred Certification/License/Registration

- Relevant certifications preferred (e.g., CRM, CDP, data, analytics, or privacy platforms)
- Relevant platform certifications (e.g., Salesforce, CDP, CMP, privacy, data governance) strongly preferred

Preferred Education

- Master’s Degree in related field

Preferred Experience

- Experience supporting large, multi-site healthcare or hospitality operations
- Experience with regulatory readiness, accreditation processes, or survey preparation
- Experience supporting large, multi-site healthcare or hospitality operations
- Experience with regulatory readiness, accreditation processes, or survey preparation

Preferred Knowledge/Skills/Abilities

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance

Benefits and more

- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.