Supervisor, Outpatient Lab

St. Luke's University Health Network • Bethlehem, PA

1d

About The Position

The Supervisor, Outpatient Lab manages assigned staff and oversees daily operations at outpatient laboratory patient service centers (PSCs). The role is accountable for team and site performance, staffing and coverage, and standardized service quality that meets laboratory accrediting-agency standards. The supervisor helps ensure patient specimens are collected safely and conveniently in a professional environment while fostering a positive workplace for the phlebotomy team. The position works with the Regional Manager and operational leaders on staff support, site operations, compliance, and performance, and requires frequent travel to patient service centers.

Requirements

• Associate or bachelor’s degree required.
• At least 2 years of successful phlebotomy experience, or 3 years of progress with a documented leadership development plan, required.
• Excellent customer-service and interpersonal skills required.
• Computer experience with Microsoft Word and Excel required.
• Ability to operate a motor vehicle to travel to patient service centers and St. Luke’s locations.
• Ability to read and write English.
• Ability to meet the stated physical and sensory requirements, including sitting for up to 6 hours per day and up to 2 hours at a time; occasional lifting and frequent carrying of objects weighing up to 15 pounds; pushing up to 250 pounds in a wheelchair; stooping and bending; and vision and hearing adequate for the described tasks.

Nice To Haves

• Master’s degree preferred.
• Two years of supervisory experience preferred.
• Knowledge of medical terminology preferred.

Responsibilities

• Provide hands-on, first-level leadership and supervise outpatient lab phlebotomists and other front-line employees on the assigned team.
• Collaborate with the Regional Manager on human-resources activities, including employee development, coaching, councils, discipline, rounding, communications, performance feedback and reviews, and payroll; engage leadership resources when needed.
• Manage setup, daily operations, site performance, coverage, staff training, and performance for patient service centers in the assigned territory.
• Meet performance expectations and metrics for patient satisfaction, employee engagement, and quality.
• Troubleshoot equipment, procedural, employee, and patient issues; investigate and resolve complaints and patient-safety events promptly, and provide service recovery as needed.
• Maintain effective communication with the assigned employees and operational leadership team.
• Ensure adherence to safety, compliance, and regulatory policies and protocols across assigned patient service centers; prepare for and support regulatory inspections, including JC, CAP, and DOH, and ensure documentation and remedial training are completed as needed.
• Standardize service quality and ensure it meets laboratory accrediting-agency standards at all locations.
• Serve as a subject-matter resource for the team on the hospital information system and remain current on relevant departmental and job-function information.
• Maintain working knowledge of Lab Outreach policies and procedures and demonstrate proficiency in Lab Outreach and registration workflows.
• Maintain confidentiality of materials handled within the Network or entity and ensure proper release of information.
• Provide input to the Regional Manager for the annual budget and explain variances.
• Maintain cost-effective inventory at patient service centers.
• Demonstrate competency in assigned areas of responsibility and in patient assessment, range of treatment, growth and development knowledge, and age-appropriate communication.
• Travel frequently to patient service centers in support of job responsibilities; be able to operate a motor vehicle to reach Lab Outreach patient service centers or St. Luke’s locations.
• Follow Network and departmental policies regarding employee, patient, and environmental safety, including reporting requirements, attendance, and dress code.
• Model the Network’s PCRAFT values in interactions with customers.
• Demonstrate performance improvement in clinical care and outcomes, customer and service improvement, operational systems and processes, and safety, as appropriate.
• Demonstrate financial responsibility and accountability through effective and efficient use of resources.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree