Supervisor, Outpatient Lab

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

About The Position

The Supervisor, Outpatient Lab manages assigned staff and oversees daily operations and performance at outpatient lab patient service centers (PSCs) within an assigned territory. The role supports safe, convenient, and professional specimen collection; consistent service quality that meets laboratory accrediting standards; and a positive working environment for the phlebotomy team. The supervisor collaborates with the Regional Manager on human resources activities, staffing, training, performance, compliance, and operational matters, and travels frequently to patient service centers in support of the role.

Requirements

Associate or bachelor's degree required.
At least two years of successful phlebotomy experience, or three years of progress with a documented leadership development plan.
Excellent customer service and interpersonal skills.
Computer experience with Microsoft Word and Excel.
Ability to operate a motor vehicle to travel to Lab Outreach patient service centers or St. Luke’s locations.
Ability to read and write English.
Ability to sit for up to six hours per day, for up to two hours at a time; see with normal and peripheral vision; use upper extremities for occasional lifting and frequent carrying of objects up to 15 pounds; push up to 250 pounds in a wheelchair; stoop or bend; and hear normal conversation and telephone use.

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 frontline employees on the assigned team.
Collaborate with the Regional Manager on employee development, coaching, councils, discipline, employee rounding, communications, performance feedback and reviews, and payroll; engage leadership resources when appropriate.
Manage setup, daily operations, and site performance for assigned patient service centers.
Ensure site coverage and manage staff training and performance.
Meet performance expectations and metrics for patient satisfaction, employee engagement, and quality across the assigned territory.
Troubleshoot equipment, procedural, employee, and patient issues; investigate and resolve complaints and patient safety events promptly, and provide patient service recovery as needed.
Maintain effective communication with assigned employees and the operational leadership team.
Ensure adherence to safety, compliance, and regulatory policies and protocols at patient service centers and across the assigned team.
Prepare assigned patient service centers for regulatory inspections, including JC, CAP, and DOH inspections; ensure required documentation and remedial training are completed.
Ensure service quality is standardized and meets minimum laboratory accrediting agency standards at all locations.
Serve as a subject matter expert for the team on the hospital information system and stay current on information related to department and job functions.
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/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.
Travel frequently to patient service centers in support of job responsibilities.
Comply with Network and departmental policies related to employee, patient, and environmental safety, including applicable reporting requirements.
Model the Network’s PCRAFT values in interactions with customers.
Demonstrate performance improvement in clinical care and outcomes, customer service, operational systems and processes, and safety, as appropriate.
Use resources effectively and efficiently, demonstrating financial responsibility and accountability in daily procedures, processes, and practices.
Comply with Network and departmental attendance and dress-code policies.
Demonstrate competency in patient assessment, range of treatment, growth and development knowledge, and communication appropriate to the age of the patient treated.
Perform other related duties as assigned.