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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Customer Experience

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Shift:** Shift 1

**Work Schedule:** 8 Hr (8:00:00 AM - 5:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $69.41 - $103.42 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Executive Director of Support Services is a system leadership position within the Rush University System for Health, responsible for strategic oversight, operational excellence, and continuous improvement across a broad portfolio of essential non-clinical departments. These include Environmental Services, Food Services, Clinical Dietitians, Patient Transport, Linen, Guest Relations, and Interpreter Services.

The Executive Director will lead a large, diverse workforce across multiple facilities, ensuring the highest standards of patient and guest experience, safety, regulatory compliance, operational efficiency, and financial performance. This role requires a visionary leader with strong business acumen, data-driven decision-making capabilities, and a passion for delivering exceptional support to patients, families, and clinical teams.

Other information:

Reports To:

• System Vice President, Support Services

Education:

• Bachelor’s degree in Healthcare Administration, Business, Hospitality, or related field required.

• Master’s degree in Business Administration (MBA), Healthcare Administration (MHA), or related discipline strongly preferred.

Experience:

• Minimum of 10 years progressive leadership experience in healthcare support services or a related field.

• Experience managing large, diverse teams across multiple service lines and/or locations.

• Proven track record of delivering operational excellence, service innovation, and financial stewardship.

Skills & Competencies:

• Strong strategic thinking and planning capabilities.

• Exceptional leadership, team-building, and interpersonal skills.

• Advanced analytical and data interpretation skills; experience with tools such as Tableau, Power BI, or similar platforms is a plus.

• Deep understanding of patient experience principles and hospitality-focused service delivery.

• Effective communicator with the ability to influence and collaborate at all organizational levels.

• Demonstrated knowledge of regulatory requirements and healthcare operations.

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Preferred Attributes:

• Lean Six Sigma certification or experience with continuous improvement methodologies.

• Experience in academic medical center or multi-hospital health system setting.

• Bilingual or experience overseeing interpreter services is a plus.

Responsibilities:

Strategic Leadership

• Develop and implement system-wide strategies that enhance service delivery, patient satisfaction, and operational performance across all support service departments.

• Partner with executive leadership, clinical teams, and other stakeholders to align support services with Rush University System for Health’s mission, vision, and strategic objectives.

• Identify and implement best practices and innovations to position Rush as a national leader in support service excellence.

Operational Oversight

• Oversee day-to-day operations of Environmental Services, Food Services, Clinical Dietitians, Patient Transport, Linen, Guest Relations, and Interpreter Services across the Rush Health System.

• Ensure departments maintain compliance with all regulatory and accreditation standards (e.g., The Joint Commission, CMS, OSHA, etc.).

• Drive continuous improvement efforts in quality, service delivery, staff engagement, and patient-centered care.

Financial & Business Management

• Develop and manage multi-million-dollar operating and capital budgets; ensure financial targets and efficiency goals are met or exceeded.

• Leverage financial and operational data to inform decision-making and optimize resource allocation.

• Identify opportunities for cost reduction, productivity gains, and revenue enhancement while maintaining quality and service standards.

Data Analytics & Performance Measurement

• Utilize advanced data analytics to measure, report, and improve departmental performance metrics, including patient satisfaction, turnaround times, quality indicators, and operational efficiency.

• Implement performance dashboards and KPIs to drive accountability and transparency at all levels of support services.

Leadership & Talent Management

• Lead, mentor, and develop a high-performing team of directors, managers, and frontline staff across the system.

• Foster a culture of engagement, inclusion, innovation, and accountability.

• Build succession planning and professional development programs that support workforce growth and retention.

Patient-Centered Service

• Champion a patient-first mindset across all support service areas, ensuring all interactions contribute positively to the overall patient and family experience.

• Collaborate closely with clinical leadership to align support services with clinical workflows and patient care priorities.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** Exc Dir Support Services

**Location** US:IL:Chicago

**Req ID** 23601