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Facilities Customer Advocate
Patient Care and Prevention Facilities (PC&PF) is fundamental to the daily operations of MD Anderson Cancer Center. This department ensures all of the hospital's facilities are safe, operational, and compliant with accreditation standards. It fosters an environment of growth and professional development by cultivating the skills necessary to oversee the vital maintenance operations needed throughout the institution. PC&PF also plays a longitudinal role for the institution in overseeing the construction of new facilities and the modernization of existing buildings through new software and monitoring initiatives. All of this makes PC&PF a vital and integral department in delivering world class cancer care to patients.
The salary range is $60,500 - $75,500 - $90,500.
MD Anderson offers our employees:
- Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
- Group Dental, Vision, Life, AD&D and Disability coverage
- Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals
- Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
- Tuition Assistance Program after six months of service
- Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
- Employer paid life, AD&D and an illness-related reduced salary pay program
- Extensive wellness, recognition, fitness, employee health programs and employee resource groups.
Why Join MD Anderson?
Be part of a world-renowned cancer center making an impact across Texas and beyond.
Collaborate with top-tier leaders and institutions in academic medicine
Help shape the future of healthcare through bold, system-wide innovation
Work with a Mission-Driven Organization: Be part of MD Anderson's mission to eliminate cancer through integrated patient care, research, and education, contributing to a globally recognized institution with a meaningful purpose.
SUMMARY
Coordinates services provided to customers located within M. D. Anderson-owned buildings and leased properties. Impacts the delivery of services provided by the Facilities department.
JOB SPECIFIC COMPETENCIES
Tenant/Landlord relations: Conduct monthly meetings with tenants, landlords, and customers. Develop Service Level Agreements in coordination with customers to manage expectations and service delivery. Develop SOP’s for normal and emergency conditions. Responds to emergency events. Be the primary point of contact for customers and liaison between customers and other MD Anderson departments. Communicates promptly with stakeholders on key customer topics. Serves as Liaison with Customers and Supervisors or CADs to coordinate and clarify service expectations through the Service Level Agreements (SLA). Conducts follow-up visits to close open issues and to perform quality control and satisfaction inquiries to ensure requests remain within financial parameters. Coordinates special projects as assigned by supervisor and provides liaison work with the division/department, other divisions/departments within the institution. Conduct customer satisfaction surveys to ensure the quality of service delivery. Assist in the resolution of difficult operational issues between facilities groups and customers. Execute weekly quality assurance rounds and facility walkthroughs, leveraging the Housekeeping Rounds Assessment Tool to track compliance and maintain high environmental standards.
Property Services: Conduct Property Inspections and prepare reports indicating deficiencies. Attend customer meetings and present on topics of interest related to facilities services. Coordination of event assignments. Represent Facilities Management on the Events Committee. Manage the Aesthetic Renewal Program to ensure patient satisfaction. Conducts semi-annual customer surveys on housekeeping and maintenance. Can coincide with the Service Level Agreement surveys. Work with internal staff to coordinate the completion of work orders at various properties. FM Space Survey review and validation of space in the different PCPF Portfolios. Monitors Customer Call Back Report to ensure work is performed satisfactorily on the first callout. Prepares reports by collecting, analyzing, and summarizing data and trends. Facilitate the creation of work orders as needed to maintain facilities in satisfactory condition. Utilize the CMMS to review work orders and gain insight into their details.
Customer Service: Provide facilities tours to various internal and external departments and vendors.
As a Management Team member, this position is expected to regularly carry a pager or other communication device to answer questions or give direction if needed. This requirement does not imply any other limits during non-working hours. This time is not considered on-call and will not be compensated.
This position is considered “essential personnel” in the event of suspension of normal operations due to inclement weather or other emergencies. They are required to perform duties as outlined in the Emergency Management Plans.
Projects as requested by the Director.
Perform other duties as assigned.
Develop Service Level Agreements in coordination with customers to
manage expectations and service delivery.
Develop SOP’s for normal and emergency conditions. Responds to
emergency events.
Be primary point of contact for customers and liaison between
customer and other MD Anderson departments.
Communicates in a timely manner with stakeholders on key customer
topics.
Serves as Liaison with Customers and Supervisors or CADs to
coordinate and clarify service expectations through the Service Level
Agreements (SLA). Conducts follow up visits to close open issues and
perform quality control and satisfaction inquiries to make sure the
requests are within the financial parameters.
Coordinates special projects as assigned by supervisor and provides
liaison work with the division/department, other divisions/departments within the institution.
Conduct customer satisfaction surveys to ensure quality delivery of
services.
Assist in the resolution of difficult operational issues between facilities groups and customers.
Execute weekly quality assurance rounds and facility walkthroughs, leveraging the Housekeeping Rounds Assessment Tool to track compliance and maintain high environmental standards.
Develop Service Level Agreements in coordination with customers to
manage expectations and service delivery.
Develop SOP’s for normal and emergency conditions. Responds to
emergency events.
Be primary point of contact for customers and liaison between
customer and other MD Anderson departments.
Communicates in a timely manner with stakeholders on key customer
topics.
Serves as Liaison with Customers and Supervisors or CADs to
coordinate and clarify service expectations through the Service Level
Agreements (SLA). Conducts follow up visits to close open issues and
perform quality control and satisfaction inquiries to make sure the
requests are within the financial parameters.
Coordinates special projects as assigned by supervisor and provides
liaison work with the division/department, other divisions/departments within the institution.
Conduct customer satisfaction surveys to ensure quality delivery of
services.
Assist in the resolution of difficult operational issues between facilities groups and customers.
Execute weekly quality assurance rounds and facility walkthroughs, leveraging the Housekeeping Rounds Assessment Tool to track compliance and maintain high environmental standards.
Develop Service Level Agreements in coordination with customers to
manage expectations and service delivery.
Develop SOP’s for normal and emergency conditions. Responds to
emergency events.
Be primary point of contact for customers and liaison between
customer and other MD Anderson departments.
Communicates in a timely manner with stakeholders on key customer
topics.
Serves as Liaison with Customers and Supervisors or CADs to
coordinate and clarify service expectations through the Service Level
Agreements (SLA). Conducts follow up visits to close open issues and
perform quality control and satisfaction inquiries to make sure the
requests are within the financial parameters.
Coordinates special projects as assigned by supervisor and provides
liaison work with the division/department, other divisions/departments within the institution.
Conduct customer satisfaction surveys to ensure quality delivery of
services.
Assist in the resolution of difficult operational issues between facilities groups and customers.
Execute weekly quality assurance rounds and facility walkthroughs, leveraging the Housekeeping Rounds Assessment Tool to track compliance and maintain high environmental standards.
and vendors.
As a Management Team member, this position is expected to regularly carry a pager or other communication device to answer questions or
give direction if needed. This requirement does not imply any other
limits during non-working hours. This time is not considered on-call and will not be compensated.
This position is considered “essential personnel” in the event of
suspension of normal operations due to inclement weather or other
emergencies. They are required to perform duties as outlined in the
Emergency Management Plans.
Projects as requested by the Director.
Perform other duties as assigned.
EDUCATION
- Required: Bachelor's Degree Business Administration, Management, Healthcare Administration or related field.
WORK EXPERIENCE
- Required: Ten years related experience in a large institution or hospital.
- May substitute Bachelor's degree with additional years of equivalent experience on a one to one basis.
The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.
This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
