Manager - Clinical Laboratory Services

KEY RESPONSIBILITIES – 

Performed majority of the time:

·       OPERATIONS MANAGEMENT: Directs operations in the Phlebotomy, Processing, Client Services and Outreach Services. Demonstrates high-level customer service to both internal and external customers by timely responsiveness to customer needs. This includes acting at all times to ensure client satisfaction through positive interaction, excellent telephone and face to face communication skills, effective workflow management of specimens, paperwork, client requests thorough problem-solving, and ensuring that the same standards are met by supervised staff.  Interacts with clinicians, patient care staff, and other clients regarding aspects of sample collection, specimen handling, internal and external client communication. Formulates policies and procedures to ensure consistent and reliable policies. Reviews policies and procedures with director and writes procedures in standard formats for distribution and implementation among section staff. Trains section staff in standard operating procedures to ensure consistently optimal service in all situations. Serves as a resource for other laboratory and hospital staff. 

·       HUMAN RESOURCES MANAGEMENT:  Designs and implements staffing plans which ensure coverage of work, meeting turnaround time goals, and high quality results on all shifts.  Selects employees who demonstrate understanding of organizational culture and job-specific duties and provides continuous feedback, encouragement, and coaching and addresses employee performance issues. Manages human resources according to hospital policies and procedures.    Manages human resources according to labor laws and collective bargaining contracts with no repetitive violations of contract articles or labor laws or untimely response to filed grievances.  Works with staff to recognize team and individual accomplishments, ensure open communication, teamwork, and high level customer service.

·       ASSET MANAGEMENT:  Assists in the development of section’s capital budgets.  Projects needs, budgets, and submits proposals within expected format, procedures and time lines.  Manages equipment repair and maintenance according to hospital policies and procedures.  Works with technical staff to ensure optimal quality and functionality of equipment at all times.  Manages current and future space needs according to operational requirements.  Meets all equipment and space-related accreditation requirements at all times.

·       QUALITY AND REGULATORY MANAGEMENT:  Works with technical staff to ensure compliance with DNV CAP, CMS and other regulatory agency standards.  Develops Quality Assessment and Improvement programs for all sections’ services according to departmental and hospital Quality policies.  Works to assure effective, compliant technical billing.  Assists in data gathering for quarterly QI reports.  Submits data when requested and responds to any deficiencies within required timelines.  Maintains personal professional certification and current knowledge of technological and management applications that apply to areas of responsibility.

·       MARKET INITIATIVE:  Develops and maintains a customer service program.  Utilizes external surveys, other customer input, and internal departmental data for improvement initiatives, and timely responses.  Assures department is strategically positioned for the competitive market.

·       Performs other duties as assigned by Director.

·       Able to steps in and cover a shift in case of emergency or staff shortages.

Performed occasionally but critical to successful performance of the job:

·       Attends continuing education activities to enhance skills.

·       Attends and participates in section and departmental meetings, hospital manager’s meetings, hospital-wide committees/activities.

Decision making and budget responsibilities (e.g. impact limited to the employee, entire unit or organization-wide):

·       Decision making is influencing the department and can influence the organization.

·       Budget planning for their areas of responsibility. Develops and monitors sections’ budgets including submitting budgets in expected format and time lines, while meeting financial expectations.  Understands financial systems and uses them effectively. Monitors monthly variances using expected format and within time lines. Continually assesses opportunities for increased productivity and efficiency.

Assigned direct reports (not limited to the ones listed). If not applicable, please enter N/A:

·       Lab Assistants, Client Services Reps

JOB SPECIFICATIONS

Education:

Required

·         Bachelor’s degree in medical technology, business management or related field.

Preferred

·         N/A

Experience:

Required

·         Minimum five (5) years of experience in clinical laboratory, phlebotomy setting.

·         At least two (2) years managing personnel.

·         Experience hiring, scheduling and managing staff performance.

Preferred

·         N/A

Licenses, Certifications and/or Registrations:

Required

·         Phlebotomy certification preferred upon hire and required within 90 days of hire.

Preferred

·         ASCP certification.

Job Related Skills, Abilities and Behaviors:

Required

·         Demonstrates knowledge of hiring and compensation process/policies.

·         Understands and complies with the Code of Conduct, departmental policies and procedures, applicable rules, regulations. 

·         Demonstrates ability to work in a team situation.

·         Focuses on the situation, issue or behavior not the person.

·         Familiarity with The Joint Commission/CMS, Health Department, DOT, and OSHA standards.

·         Ability to lead, train, mentor and support staff in a team-oriented, customer service driven department.

·         Reads, speaks and communicates well in conversational English.

·         Demonstrates experience in fast-paced, institutional environment.

·         Presents a personal appearance that makes a good first impression.

·         Demonstrates excellent customer service skills, patient care skills and problem-solving skills.

·         Demonstrates effective personal computer skills in analyzing and communicating data.

·         Demonstrates effective interpersonal communication skills-body language, filters, listening, paraphrasing and questions.

·         Demonstrates confidentiality according to PHI regarding patient and co-worker information.

·         Ability to schedule employees using the excel program on the computer.

·         Demonstrates ability to oversee special function activities at the hospital.

·         Looks for ways to improve customer service.

·         Utilizes feedback from customers in decision-making.

·         Involves others in decisions that might impact their jobs.

·         Involves people in creating a picture of what can be accomplished together.

·         Models ethical and appropriate behavior, professional standards, compliance and personal integrity.

·         Makes decisions that focus on the customer and are best for the organization versus areas managed.

·         Communicates effectively with pediatric, adolescent, adult, and geriatric customers based on principles of growth and development and life stages.

·         Communicates and educates employees, using positive feedback to help improve overall teamwork and services.

·         Develops, assists, supports and acknowledges others.

·         Gives regular performance feedback to employees.

Preferred

·         Bilingual skills a plus.

Other:

Required

·         N/A

Preferred

·         N/A