The Support Services Specialist oversees the daily operations of the main information desk while coordinating administrative, technical, and operational support for Engineering Services, Environmental Services, and Guest Services. This position supervises support staff for the main information desk, administers facilities management systems, analyzes operational data, coordinates work requests, and serves as a key liaison between departments, vendors, and technology partners to support efficient operations and an exceptional[LJ1.1] patient and guest experience.

The primary work schedule is Monday through Friday between 7:00 a.m. and 5:00 p.m., with occasional early morning or after-hours coverage as operational needs require.

Position Responsibilities
Guest Services – Operational Support
• Provide exceptional customer service to patients, families, visitors, and staff while maintaining a professional and welcoming environment.
• Greet patients and visitors at the main information desk and provide directions, hospital information, and assistance in person and by telephone in accordance with hospital policies.
• Answer and appropriately route incoming telephone calls following established customer service standards.
• Coordinate wheelchair assistance and arrange patient and visitor transport requests through Epic.
• Coordinate deliveries to the information desk by logging items, notifying appropriate departments, and following established procedures.
• Support the Lost and Found program by collecting and directing items to Safety and Security team for tracking, researching and returning purposes. [DL2.1][LJ2.2]
• Provide service recovery by assessing concerns and resolving issues to support a positive patient and guest experience.
• Provide information regarding parking options and the Guest Lodging Program.
• Utilize Epic, Microsoft Office, and other department applications to support daily operations.
• Maintain confidentiality in accordance with UI Health Care and HIPAA guidelines.

Facilities Systems Administration, Reporting, and Data Analysis
• Administer and maintain the Computerized Maintenance Management System (CMMS) and related facilities applications.
• Create, maintain, and distribute standard and custom reports supporting Engineering Services, Environmental Services, preventive maintenance, work order management, infection control, Environment of Care monitoring, risk reporting, and other operational needs.
• Develop, revise, and maintain dashboards within the CMMS and electronic health record (EHR).
• Monitor workflow activity through the CMMS and EHR to ensure timely completion of corrective and preventive maintenance activities.
• Perform routine database audits to ensure equipment, asset, and space inventories remain accurate and current.
• Analyze operational data, assist with budget development and spending analysis, and identify opportunities for process improvement.
• Understand and monitor regulatory, accreditation, and Environment of Care requirements to support departmental compliance.
• Coordinate with department leadership to schedule, prioritize, and establish preventive and corrective maintenance work frequencies.
• Respond to operational issues and emergencies by determining appropriate actions or escalating concerns as needed.

Technical Support and Systems Integration
• Maintain and support departmental technology systems including WebTMA, TempTrak/PlumSense, Fieldwire, MobileView, KeyWatcher, Masterlocks, AeroScout, computers, iPads, and related equipment.
• Coordinate equipment maintenance, repairs, inventory, and user support.
• Develop an operational understanding of critical facilities systems and departmental workflows.
• Participate in the design, testing, validation, implementation, and continuous improvement of system workflows and applications.
• Evaluate software and hardware solutions and assist with designing system interfaces that improve communication and workflow between departments.
• Support integrated data needs across Facilities Management, HCIS-supported applications, and related systems.
• Serve as a liaison with software vendors and HCIS to coordinate system integrations, upgrades, testing, and issue resolution.
• Provide point-of-care workflow and technology support for complex operational issues.
• Develop training materials and provide one-on-one and small group training for departmental staff

Leadership and Human Resources
• Supervise clerical support staff and student or temporary employees as assigned.
• Support onboarding and training for new employees.
• Provide ongoing communication, updates, and customer support to service requestors and departmental staff.
• Serve as backup support for departmental call center operations.
• Maintain effective communication with Engineering Services, Environmental Services, Guest Services, vendors, University Shared Services (USS), and other departments.
• Escalate operational issues and concerns to leadership in a timely manner.
• Contribute to departmental strategic planning, operational improvement initiatives, and project implementation.
• Support departmental goals by aligning daily operations with UI Health Care's strategic objectives.
Program Administration
• Administer and continuously improve CMMS functionality and associated workflows.
• Schedule, prioritize, assign, and monitor corrective, preventive, predictive, and routine maintenance work orders.
• Coordinate distribution of work assignments and mobile devices to optimize operational efficiency.
• Support implementation of the CMMS for additional departments as directed.
• Develop, revise, and maintain departmental policies, procedures, and documentation.
• Implement best practices that improve system scalability, usability, maintainability, customer support, and operational performance.

Education Requirement
• Bachelor’s Degree; or an equivalent combination of education and experience in a relevant field.

Experience Requirement
• 1-3 years' experience in the administration of and/or support of healthcare operations including software applications
• Excellent verbal and written communication skills; demonstrate the ability to communicate with technical and non-technical staff
• Experience working with customers to define system requirements and understand business needs
• Ability to work independently and demonstration of self-motivation for assignment completion
• Demonstrated experience in creating a positive work environment that demonstrates a focus on service excellence principles
• Experience managing multiple concurrent objectives and tasks while making effective judgments to the priorities of time and resource allocation
• Ability to successfully collaborate within a multi-disciplinary team and across different departments
• Proficient in use of Microsoft Office Suite (Outlook, PowerPoint, Excel, and Word).

Desired Qualifications
• Prior supervisory experience preferred
• Prior computer maintenance management software system (CMMS) experience preferred
• Prior electronic health record (EHR) experience preferred
• Working knowledge of automated and non-automated building systems
• Working knowledge of the basic principles of environmental services and/or infection prevention and control
• Comprehensive knowledge of University of Iowa policies and procedures, systems, and regulations
• Ability to read and comprehend construction documents

Please attach a resume as part of the application process. Job openings are posted for a minimum of 10 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended. For questions or additional information, please contact Emilio Villagrana or emilio-villagrana@uiowa.edu

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process