Robert Birkhead
Staten Island,NY
Summary
Results-driven Director successful at optimizing administrative procedures to control costs and improve operations. Experienced in building positive relationships with students and teachers to underpin sustainable policies. Natural leader and analytical problem-solver with articulate communication style.
Overview
8
8
years of professional experience
Work History
Director of Support Services
New York Presbyterian Hospital
04.2023 - Current
- Responsible for directing all operations and budgets for Support Services which encompasses Environmental Services, Food & Nutrition, Linen, Mailroom & Patient Transport Departments
- Ensures a 24/7 clean, safe and sanitary environment for patients, staff and visitors in order to maximize customer and staff satisfaction
- Responsible for the operations, activities and financial management of these Support Services departments
- The goals of the position are to obtain and maintain the highest quality clean environment, maximize employee relations and satisfaction, drive outstanding patient satisfaction results and meet and/or beat the established budget targets
- Responsible for the development of robust process improvements in relation to financial goals, and employee and patient satisfaction
- This includes identifying process defects and improvement strategies
- Responsible for the budget and manages fiduciary responsibilities in accordance with budgeted guidelines
- 175 FTE’s 7 million dollar oversight operational budget, 1.5 million square feet
- Supervises department managers and directs work activities, establishes procedures, and finds the most effective and customer focused ways to provide services
- Develops solutions to operational problems including review and approval of department policies and procedures and coordinates the implementation of Hospital/Network policies and administrative directives
- Oversees divisional operations with respect to compliance with Quality Assurance and regulatory standards
- Takes an active role in all aspects of planning and coordination of the activation of construction of the hospital facilities and refurbishment/renovation of all vacated spaces for occupation by new tenants/functions
- Assures development and achievement of goals and objectives, which are consistent with the plans of the division and the overall institution
- Participates in the formulation of departmental and Hospital/Network-wide policies and procedures
- Coordinates department activities to promote optimal patient care and integrate divisional services with other Hospital services to ensure smooth and efficient operations
- Maintains effective communication with hospital executives, administrators and department heads, staff, outside agencies and appropriate others to ensure effective operations, including executives from Network institutions to which we are providing any services
- Acts as a liaison between customers and the Support Service division at the assigned hospital campuses or with other network partners
- Participates on various committees and task forces
- Develops manpower, operating and capital budgets for assigned areas
- Monitors divisional performance through the divisional report card and other available reports to ensure maintenance of operations within authorized budgets
- Investigates variances and take appropriate measures to ensure budget adherence
- Coordinates the preparation and maintenance of divisional capital budgets
- Coordinates the collection, review and follow up on divisional business case models and plans
- Works to build a culture of service, accountability and hospitality by rounding on internal customers, staff, patients and visitors, to assess satisfaction and opportunities for service improvement
- Partners with Nursing and Admitting on capacity and flow initiatives to improve capacity management strategies, by constantly improving our turnaround times of bed readiness
- Uses such technological tools and systems as Press Ganey, HCAHPS, KRONOS, Employee Opinion Survey, TeleTracking, Sentact, etc
- To measure and improve performance, manage efficiency and productivity in the role
- Manages the activities of the required departments in accordance with established procedures to ensure that patient needs are met
- Continuously implements and follows up on programs targeted to improve patient and customer satisfaction and good public relations.
Manager of Ambulatory
Memorial Sloan Kettering Cancer Center
04.2019 - 04.2023
- Manages the ambulatory care administrative, operational and technical activities of the Environmental Services, Security, Plant Ops, & Linen Departments to maintain the cleanliness of the multiple centers environment and to ensure efficient operations and quality service
- Manages the activities of employees including hiring, training, corrective actions, performance evaluation
- Provides guidance to supervisors and administers in service training for department
- Monitors and enforces compliance to departmental standards and regulatory requirements
- Ensures sufficient supplies and equipment are available to meet the needs of the department
- Monitors budget to meet the financial needs of the department.
NYC Regional Coordinator
New York State Minority Leaders Office
01.2019 - 03.2019
- Served as a representative for Minority Leader Brian Kolb’s office and Assemblywoman Nicole Malliotakis
- Delivered constituent services acting as a liaison with state and local agencies to resolve constituent issues
- Organized press releases/press conferences with Chief of Staff and member
- Coordinated all of Assembly Member Nicole Malliotaki’s Brooklyn office operations.
Deputy District Director
Representative Daniel M. Donovan Jr.
09.2018 - 01.2019
- Served as a representative for Congressman Donovan within the 11th Congressional District of New York
- Oversee District office operations when District Director Chief of Staff are not in district
- Delivered constituent service acting as a liaison with federal, city, state, and local agencies to resolve constituent issues.
Manager Environmental Services /Transport Services
Staten Island University Hospital
09.2016 - 01.2019
- Supervisor of Environmental Services/Transport Patient
- Bookkeeper, Facilities Management
- Write daily supervisor reports and submit to the Director/Associate Director of the department to identify problems, needs, or accomplishments on his/her shift
- 85 Direct Reports responsible for grievances disciplinary action, performance evaluations
- Put together data to prepare for Joint commission survey
- (3 JC surveys)
- Implemented ATP swabbing process in various critical areas in the hospital to measure heat signatures for cleanliness
- Break down Press Ganey data on a monthly basis and put together in a digestible fashion to share with staff at monthly staff meetings
- Assisted logistics team with the “lean project” to improve patient throughput, time, turnover, tele tracking data, and transport turnaround time
- Inspected and monitored cleaning of patient rooms after patient discharge
- Coordinated room cleaning with Bed Management and Tele-tracking process
- Submitted patient room surveys, quality performance inspection sheets, terminal and cyclical cleaning inspection sheets, C-Diff inspection sheets to management for data quality improvement
- Prepared daily assignment schedules to include established routine duties, as well as special areas to be cleaned to always maintain adequate services, to all areas
- Efficient scheduling of personnel for assigned units
- Monitored financial progress for local capital and system infrastructure projects
- I was involved in the following projects at SIUH ED CT Scan, HVAC Upgrades, Roof Replacement, Med/Surg Unit Build Out, Joint Commission Deficiency Corrections, Super Storm Sandy Costs Incurred
- Executed check requests and purchase orders
- Hospital wide utility expenses, operating expenses (20 million in budgets) & capital purchases for 20 cost centers
- Systematically assigned and processed work orders
- Approx
- 75 work orders per day across 5 buildings and 5 service lines
- Tracking and ordering of various shop resources
- Carpentry, Paint, HVAC, General and Mechanical Engineering were the departments in facilities.
Education
Masters of Business Administration -
University of Phoenix
01.2025
Bachelor of Science: Management -
University of Phoenix
2016 -
Completed: Northwell ALEAD 2.0 Program
Fema Certification for Emergency Management
Additional Proficiencies
- Microsoft Office (Word, Excel, Outlook)
- People Soft Requisitions/Invoices/Contracts
- Oracle Purchasing Platform
- Lawson Electronic Requisition Systems
- Eprocurement (epro)
- Kronos My Time Payroll Systems
- EPIC Super- user Tele- Tracking/ Transport Tracking / Tele-Tracking Dashboard
- InterTrac/FireFox
Timeline
Director of Support Services
New York Presbyterian Hospital
04.2023 - Current
Manager of Ambulatory
Memorial Sloan Kettering Cancer Center
04.2019 - 04.2023
NYC Regional Coordinator
New York State Minority Leaders Office
01.2019 - 03.2019
Deputy District Director
Representative Daniel M. Donovan Jr.
09.2018 - 01.2019
Manager Environmental Services /Transport Services
Staten Island University Hospital
09.2016 - 01.2019
Masters of Business Administration -
University of Phoenix
Bachelor of Science: Management -
University of Phoenix
2016 -
Completed: Northwell ALEAD 2.0 Program
Fema Certification for Emergency Management
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