GENERAL SUMMARY:
Responsible for coordinating and managing day to day operations of the Customer Service Call center and issue resolution. Responsible for staff training, education, process improvement and procedure review and updates with the Lab Manager, Customer Service. This position reports to the Lab Manager Processing or Lab Operations Director.
ESSENTIAL DUTIES:
- Supervises staff and workflow. Does employee scheduling, payroll, attendance records and work assignments etc.
- Manages personnel functions such as interviewing/hiring, evaluations, counseling and corrective actions as needed.
- Responsible for the implementation and maintenance of all policies and procedures required by hospital, laboratory, and any governing regulatory agencies to assure the ongoing safe and efficient daily operation of processing/phlebotomy services. Support and monitor customer, and employee service expectations.
- Ensures that the staff is properly trained according to ISO/CAP guidelines; monitors staff competency and keeps staff apprised of changes in policies/procedures and in hospital/regulatory requirements.
- Participates in process improvement programs, continuously monitors operations for cost, service and operational effectiveness. Assists in ISO and CAP compliance Audits.
- Assist in resolving client/patient concerns.
- Perform employee appraisals in conjunction with Manager.
- Perform as liaison with operations and Sales and Marketing. Work directly with sales team to resolve high priority issues.
- Assist with the update of metrics and presenting in the Quality Management Meeting.
- Develop training for employees and oversee probationary employees during their training.
- Manage and facilitate patient chart corrections coming from data integrity to ensure results are entered on correct patient and removed from wrong chart.
- Expertise in various applications including EPIC Beaker (registration/follow up task/order entry/etc), Soft Express, EPIC Onechart and DSS Phone system to be a resource in the department.
This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.
STANDARD QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Education / Training:
- Minimum high school diploma or equivalent, Associates or Bachelor's degree preferred.
- Work Experience:
- Required: 3-5 years in commercial laboratory experience with knowledge of laboratory specimens/processing and laboratory test orders.
- Preferred: Commercial laboratory experience, call center experience, patient registration and specimen processing.
- Certification, Licensure, Registration:
- Successful completion of Epic Registration training and testing requirements (Outreach only)
- Other Qualifications:
- Computer experience (Windows, Word, Excel), outstanding interpersonal, organizational and customer service skills. Excellent problem-solving skills.
- Must be able to work with internal and external customers and develop solid relationships with both. Must be flexible and open to change as the lab is continuously undergoing process improvement. Needs to be able to motivate staff that changes are positive and in the best interest of patient care and our client needs.