Timothy Gibbons
Mentor,OH
Summary
Over 6 years of Director Of Patient Support Services experience working with providers, nurses and support staff to deliver exceptional service. Background in Management, Operations Management, and Call Center Management represent a unique combination of disciplines.
Overview
15
15
years of professional experience
Work History
Director, Patient Support Services
Cleveland Clinic
Cleveland, OH
02.2021 - Current
- Directed the departments in their strategic plans, monitored and evaluated programmatic and operational effectiveness.
- Implemented programs for department ex. Shared Governance.
- Ensured quality and effectiveness of the programs through statistical research reporting.
- Worked collaboratively with organizational leaders throughout the enterprise to ensure CC standards being fulfilled every day.
- Facilitated quarterly Transport Leadership meetings to align Cleveland Clinic standards.
- Supported Cleveland Clinic Florida Markets with operational needs with Patient Transport and Red Coat services.
- Created an environment for growth and development for each caregiver.
- Maintained operational department budget for Support Services.
- Lead Hospital integration as it relates to Transport Services
- Managed three departments with a budgeted FTE of 155.
- Lead Hospital COVID Screening, aligned services across all Cleveland Clinic Hospitals to ensure safety, consistency and standards met daily.
- Standardized and implemented the Cleveland Clinic Red Coat brand to Hillcrest and Mercy Hospitals
- Aligned all Patient Support Services SOP's across the Cleveland Clinic
- Supported Cleveland Clinic London Hospital to make sure services are aligned with CCF standards.
Director, Patient Transportation
Cleveland Clinic
Cleveland, OH
11.2017 - 02.2021
- Lead the technical and administrative function of Patient Transportation Services.
- Managed quality assurance and performance improvement activities within the assigned areas.
- Interpreted and ensured compliance with all appropriate codes and standards.
- Provided direct supervision of assigned Patient Transportation team members.
- Ensured that all policies and procedures were consistently applied throughout the program.
- Conducted regular evaluation and mentoring of all team members.
- Utilized daily productivity metrics to help with caregiver engagement.
Manager, Patient Transportation
Cleveland Clinic
Cleveland, OH
06.2015 - 11.2017
- Maintain safe, secure, and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations.
- Keep equipment operating by establishing and enforcing operating and preventive maintenance rules, arranging for repairs.
- Achieved patient transportation operational objectives by contributing patient transportation information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining patient transportation system improvements; implementing change.
- Accomplished patient transportation human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Supervisor IV, Transportation Services
Cleveland Clinic
Cleveland, OH
01.2011 - 06.2015
- Consistently develop, implement and supervise a shuttle route service that is safe, convenient, responsive and reliable. Provide direct supervision of the drivers responsible for transporting between 14,000-25,000 weekly patient, visitor and employee riders.
- Plan and coordinate employee weekend quarterly meetings focusing on team building and impact process improvement.
- Negotiate, implement, monitor, and continuously improve services while effectively establishing, maintaining, and supervising shuttle operations including routing, scheduling, and service requirements.
- Manage performance counseling for all assigned drivers, recognize accomplishments for employee growth, complete Annual Performance Evaluations and provide recommendations to Human Resources for salary administration.
- Hire, terminate, and conduct corrective action to ensure compliance with The Cleveland Clinic expectations and communicate recommendations to Human Resources in order to ensure the most qualified team is in place.
- Conduct monthly business reviews to ensure the company operations produce the desired results in the most efficient manner; improve shuttle cost efficiency resulting in a $15,000 savings in 2014.
- Investigate all accidents involving Cleveland Clinic Shuttle buses to determine root cause; ensure lessons learned are shared with Transportation Services to promote awareness and avoid future accidents.
- Exceed customer service expectations with 98% of patients and visitors strongly agreeing and 95.6% of employees strongly agreeing with positive statements concerning driver friendliness and courtesy, timeliness, reliability and predictability.
Facility Manager, Parking Services
Standard Parking
Cleveland, OH
12.2008 - 12.2010
- Developed policies and procedures and planned, directed and coordinated all aspects of the facility including operations and staffing to ensure an exceptional customer experience, compliance with policies and procedures, and a satisfied client.
- Recommended and implemented plans and programs to improve the safety of operations including the implementation of the valet safety initiative.
- Participated in the hiring and employee management process and provided initial and ongoing training and support to staff.
- Member of the Front Door Experience Committee, a leadership group designed to unite front line employees from various departments to ensure a positive Cleveland Clinic experience.
Education
MBA - Business Administration
Lake Erie College
Painesville, OH05-2020
Bachelor of Arts - Criminal Justice
Gannon University
Erie, PA05-2000
Accomplishments
- Ohio Hospitals Association nominee: 2023 Albert E. Dyckes Healthcare Worker of The Year Award
- Cleveland Clinic Q1 2023 Excellence Award
- Member of the DiverseAbility ERG
- Co-Chair Cleveland Clinic Project Search
Timeline
Director, Patient Support Services
Cleveland Clinic
02.2021 - Current
Director, Patient Transportation
Cleveland Clinic
11.2017 - 02.2021
Manager, Patient Transportation
Cleveland Clinic
06.2015 - 11.2017
Supervisor IV, Transportation Services
Cleveland Clinic
01.2011 - 06.2015
Facility Manager, Parking Services
Standard Parking
12.2008 - 12.2010
MBA - Business Administration
Lake Erie College
Bachelor of Arts - Criminal Justice
Gannon University
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