Paula E. Wright
Round Rock,TX
Summary
Dynamic professional with extensive experience in environmental services, excelling in staff management and strategic planning. Proven track record in enhancing patient satisfaction through effective data analysis and staff development. Recognized for implementing quality control measures that improved service levels and fostered a collaborative work environment.
Overview
14
14
years of professional experience
Work History
Assistant Director
Touchpoint Support Services
07.2023 - Current
- Established clear lines of communication between housekeeping staff and other departments, fostering a collaborative work environment.
- Conducted regular inspections of patient rooms and public areas, identifying areas for improvement and directing corrective actions.
- Developed training programs for new hires, streamlining onboarding processes promoting employee retention.
- Managed inventory control, ensuring the timely replenishment of supplies and minimizing waste.
- Implemented quality control measures to ensure consistent service levels across all aspects of the operation.
- Streamlined housekeeping operations for improved efficiency, leading to increased patient satisfaction scores.
- Oversaw daily scheduling and assignment of tasks, optimizing staff allocation for maximum productivity.
- Mentored and developed housekeeping staff, resulting in a more cohesive and effective team.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Evaluated employee performance and developed improvement plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Operations Manager
Touchpoint Support Services
03.2021 - 07.2023
- Addressed patient/ client concerns quickly and professionally, demonstrating exceptional customer service skills and problem-solving abilities.
- Managed staff scheduling efficiently to ensure adequate coverage during peak times
- Ordered, maintained and distributed supplies and inventory.
- Held classes to teach staff facility procedures.
- Maintained and improved customer and patient satisfaction with consistent follow-up.
- Increased employee satisfaction by developing a positive work environment and fostering teamwork within the department.
- Promoted workplace safety culture through ongoing education, policy enforcement, and identification of potential hazards.
- Conducted staff meetings and communicated with members of other departments to coordinate housekeeping activities.
- Recruited, interviewed, hired and developed staff
- Established key performance indicators to regularly monitor progress toward environmental goals and make necessary adjustments in operations.
- Ensured compliance with regulatory requirements through regular audits, inspections, and employee training.
Patient Ambassador
Touchpoint Support Services
03.2019 - 03.2021
- Assisted with data collection and analysis for performance improvement initiatives related to patient satisfaction metrics.
- Enhanced patient satisfaction by addressing concerns and providing prompt solutions to issues.
- Supported newly admitted patients by offering orientation on Food Service and Housekeeping room cleanings
- Implemented targeted initiatives to address identified patient needs, leading to higher satisfaction rates.
- Served as a liaison between patients and healthcare providers, ensuring timely resolution of concerns and positive outcomes
- Developed training materials for staff on effective communication techniques, rounding with intent, and service recovery
- Conducted thorough patient interviews to gather feedback on their experiences, identifying areas for improvement.
- Identified trends in negative feedback from patients using comprehensive data analysis tools
Environmental Service Team Lead
Touchpoint Support Services
08.2011 - 03.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked all areas to provide optimal coverage and meet production goals.
- Trained and mentored all new personnel
- Communicated repair needs to maintenance staff.
- Managed team productivity and workflow to
- Assigned housekeeping staff to specific areas
- Managed up to 15 housekeepers depending on the shift
Education
Diploma - Medical Assisting
Virginia College At Austin
Austin, TX08-2009
High School Diploma -
Theodore Roosevelt High School
San Antonio, TX05-2000
Skills
- Staff management
- Creative direction
- Strategic planning
- Data analysis
- Staff development
- Regulatory compliance
Accomplishments
- Employee engagement 96% at my current facility
- 5Star CMS rated for hospital cleanliness
- Patient Experience rating of 75%
Languages
Spanish
Professional Working
Timeline
Assistant Director
Touchpoint Support Services
07.2023 - Current
Operations Manager
Touchpoint Support Services
03.2021 - 07.2023
Patient Ambassador
Touchpoint Support Services
03.2019 - 03.2021
Environmental Service Team Lead
Touchpoint Support Services
08.2011 - 03.2019
Diploma - Medical Assisting
Virginia College At Austin
High School Diploma -
Theodore Roosevelt High School
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