Supervisor - Customer Service (Medical Lab Scientist)

Job Functions, Duties, Responsibilities and Position Qualifications:

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Position Summary: Responsible for managing day to day operations of the Customer Service. Responsible for oversight of personnel including training, evaluation, and documentation of performance. Maintains departmental operating policies and procedures to include departmental programs, quality assurance and safety. Maintains departmental expenses and productivity as budgeted.

Principle Responsibilities:

• Hires and directs department supervisors in the performance of their duties.

• Oversees interviews of all prospective applicants for department

• Oversees supervisory departmental general orientation and training of employees

• Ensures competency testing and performance appraisals are performed on employees in a timely manner

• Oversees employee counseling when indicated in accordance with CPL and departmental policies

• Ensures staff utilization effectively through scheduling and work assignments.

• Ensures areas of responsibility are current and in compliance with regulations, required documentation, policies and procedures.

• Performs other duties as assigned.

• Oversees and maintains the following departmental programs

• Oversees maintenance and revisions of departmental policies and procedures as needed

• Develops and maintains departmental quality assurance and quality control programs, taking corrective action when indicated.

• Follows and enforces all safety policies

• Assists with continuing education programs within the laboratory

• Utilizes the following tools to manage departmental resources

• Maintains expenses within a budgeted variance

• Identifies and recommends items for capital purchase

• Monitors departmental productivity with call monitoring software

• Utilizes technical skills and abilities to provide quality customer service

• Ability to competently resolve customer issues

• Performs miscellaneous duties and/or special projects as assigned

• Communicates with laboratory staff and its clients to ensure quality patient care.

• Maintains and supports a service oriented relationship with its customers.

• Respects and maintains the confidentiality of information relative to clients and patients.

• Responsible for maintaining a positive work environment.

• Oversees continuing education of staff

• Performance evaluation and compensation for employees

Scope:

• Promotes quality relations and creates a supportive climate by serving as a role model.
• Respects and maintains the confidentiality of information relative to the laboratory.
• Adheres to and enforces prescribed laboratory safety policies and regulations.
• Works independently with minimal direction.
• Functions as a liaison between the laboratory, the laboratory customers and other departments within CPL.
• Operates general laboratory equipment, including but not limited to: telephones, computer keyboards and CRT.
• Effectively communicates via written, verbal, face-to-face, telephone and computer methods.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Education and Experience:

• Bachelor's degree or Associate degree in a laboratory science or medical technology program with a minimum of ten years' experience in a clinical laboratory science
• A minimum of five years of supervisory experience

Skills:

• Ability to read, analyze, and interpret technical reports.
• Ability to write accurate and concise clinical documents, memos, and required correspondence.
• Ability to collect and analyze data using statistical methods.
• Ability to communicate effectively at all levels within the laboratory and with laboratory customers.

Scheduled Weekly Hours:

40

Work Shift:

Job Category:

Laboratory Operations

Company:

Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.