Amanda Diefenthaler

Amanda Diefenthaler

[email protected]

5500 N St. Louis Ave. Chicago, IL.

(773)583-4050

Join My LinkedIn Network

While my educational background is focused heavily in Accounting, my professional experience has been in the field of healthcare facility support services. I began this journey as an administrative assistant with the company,and after only 8 months, was offered a leadership role.
I was quickly recognized for my ability to drive efficiency and standardization, and identified as a subject matter expert for the company's quality standards of excellence. I have led successful training programs for department managers and directors to ensure quality compliance was met, and assisted new accounts to coordinate these trainings and ensure a smooth transition.
With the use of my adaptive leadership skills and passion for driving operational improvement, I currently split my time between managing the support service contact center for the account, and working with the facility maintenance team to fine tune our work request system and preventive maintenance program. By paying close attention to the intersection where proven best practices and new innovations meet, I have been able to emphasize quantifiable improvement in both timeliness and quality of work to the client without sacrifices in cost, compliance standards, and team engagement.

Notable Skills	TRAINING & COMPLIANCE \| STANDARDIZATION \| CLIENT RELATIONSHIPS \| TEAM ENGAGEMENT \| DATA ANALYTICS AND PRESENTATION \| DRIVING INNOVATION & EFFICIENCY \| PROJECT MANAGEMENT \| PREVENTIVE MAINTENANCE \| CMMS \| MICROSOFT OFFICE \| FACILITIES MANAGEMENT \| TJC AND CMS QUALITY MEASURES \| FINANCIAL ANALYSIS

Experience
HOSPITALITY CENTER MANAGER, ARAMARK DEC '20 to PRESENT Northshore University HealthSystem Call Center for Nutrition, Facility Maintenance, Patient Transport, and Environmental Services Managed call center operations for a 900 bed hospital system with inbound call volume of over 45k interactions per month. Met or exceeded Client Service Level expectations as well as company goals for efficiency, call wait times, labor budget, and patient satisfaction. Improved overall efficiency that showed a 20% increase in number of calls taken per budgeted FTE Maintained involvement in both Facility Management and Environmental Services, in a split role with 20% of time supporting as a subject matter expert in several areas including: Joint Commission preparedness, Training and Compliance, and CMMS utilization. Provided data reporting, analytical root cause analysis to help provide solutions, as well as ongoing participation in Environment of Care Life Safety Compliance assessments. FACILITY MANAGER, ENVIRONMENTAL SERVICES, ARAMARK AUG '18 to DEC '20 Evanston Hospital Oversight of housekeeping and maintenance team of 115 FTE’s providing services for 1.7m ft2 of net cleanable square footage. Improved high-priority bed cleaning turnaround time by over 25min to meet 60 min goal and improve patient throughput. Developed training and competency assessment program for COVID 19 isolation rooms during the CV19 pandemic. Recognized as a subject matter expert in department procedures, compliance, and training. Helped lead the department through 2 successful Joint Commission Surveys, and participated in quarterly “Deep-Dive” EOC tracers. Worked as Project Lead for development and launch of an Interdepartmental Patient Capacity and Throughput Management Center PATIENT CAPACITY CENTER MANAGER, SUPPORT SERVICES, ARAMARKJAN '19 to AUG '19 Northshore University Healthsystem Developed procedures and workflows for launch of an interdepartmental patient transfer center to coordinate and expedite specialized care bed assignments within a 900 bed hospital system. Worked with key stakeholders to gain buy in and approval for permanent support services role to be added to the department- further integrating the company with the healthcare system. Collaborated directly with nursing leaders, administration, and external patient transport services to maximize value to the client. Tracked and presented several KPIs to the client on an ongoing basis such as: patient transport turnaround, bed cleaning turnaround of both standard and isolation precaution rooms, facility maintenance impact, and ER patient wait times.

Experience

HOSPITALITY CENTER MANAGER, ARAMARK DEC '20 to PRESENT
Northshore University HealthSystem Call Center for Nutrition, Facility Maintenance, Patient Transport, and Environmental Services

Managed call center operations for a 900 bed hospital system with inbound call volume of over 45k interactions per month.
Met or exceeded Client Service Level expectations as well as company goals for efficiency, call wait times, labor budget, and patient satisfaction.
Improved overall efficiency that showed a 20% increase in number of calls taken per budgeted FTE
Maintained involvement in both Facility Management and Environmental Services, in a split role with 20% of time supporting as a subject matter expert in several areas including: Joint Commission preparedness, Training and Compliance, and CMMS utilization. Provided data reporting, analytical root cause analysis to help provide solutions, as well as ongoing participation in Environment of Care Life Safety Compliance assessments.

FACILITY MANAGER, ENVIRONMENTAL SERVICES, ARAMARK AUG '18 to DEC '20 Evanston Hospital

Oversight of housekeeping and maintenance team of 115 FTE’s providing services for 1.7m ft2 of net cleanable square footage.
Improved high-priority bed cleaning turnaround time by over 25min to meet 60 min goal and improve patient throughput.
Developed training and competency assessment program for COVID 19 isolation rooms during the CV19 pandemic.
Recognized as a subject matter expert in department procedures, compliance, and training.
Helped lead the department through 2 successful Joint Commission Surveys, and participated in quarterly “Deep-Dive” EOC tracers.
Worked as Project Lead for development and launch of an Interdepartmental Patient Capacity and Throughput Management Center

PATIENT CAPACITY CENTER MANAGER, SUPPORT SERVICES, ARAMARKJAN '19 to AUG '19 Northshore University Healthsystem

Developed procedures and workflows for launch of an interdepartmental patient transfer center to coordinate and expedite specialized care bed assignments within a 900 bed hospital system.
Worked with key stakeholders to gain buy in and approval for permanent support services role to be added to the department- further integrating the company with the healthcare system.
Collaborated directly with nursing leaders, administration, and external patient transport services to maximize value to the client.
Tracked and presented several KPIs to the client on an ongoing basis such as: patient transport turnaround, bed cleaning turnaround of both standard and isolation precaution rooms, facility maintenance impact, and ER patient wait times.

Education
B.S. ACCOUNTING, PRESENT Northeastern Illinois University — Chicago, IL. A.A. GENERAL STUDIES (HONORS) 2021 Harold Washington College — Chicago, IL. A.A.S ACCOUNTING (HONORS) 2017 Wilbur Wright College — Chicago, IL

Education

B.S. ACCOUNTING, PRESENT
Northeastern Illinois University — Chicago, IL.

A.A. GENERAL STUDIES (HONORS) 2021
Harold Washington College — Chicago, IL.

A.A.S ACCOUNTING (HONORS) 2017
Wilbur Wright College — Chicago, IL

Certifications
Advanced Certification - Accounting
Advanced Certification - Business Administration
CPMM (Certified Plant Maintenance Manager)
NFPA Incidental Chemical Spills

Last updated 10/2021 by Amanda Diefenthlaer