Supervisor Support Services

Fulgent Genetics, Inc.•Needham, MA

29d

About The Position

Summary of Position The Supervisor - Support Services is responsible for overseeing staff processes to meet team and department goals. The Supervisor will promote customer satisfaction, both internal and external. Supervisors carry out responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality. Supervisors oversee workflow, training, and verifying the accuracy of their team's work. The position provides operational guidance and counseling on routine issues to ensure that the daily work of the team is completed accurately and on time, under the direction of the Laboratory Director. This position also acts as a support function to all Lab Operations Departments.

Requirements

High School diploma or equivalent required.
3+ years of lead or supervisory experience in an anatomical pathology laboratory required.
Demonstrated skills and high level of attention to detail in technical data interpretation and ability to effectively troubleshoot.
Proficient in Microsoft Office Suite, specifically Word, Excel, and Outlook.
General working knowledge of the Internet for business use.
Ability to multi-task and work in a fast-past, deadline driven environment.
Drive for results across service, quality, and continuous improvement.
Ability to ensure procedures and processes are in place that lead to the delivery of quality results with continuous reassessment of their effectiveness.
Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization. Excellent usage of grammar, punctuation, and spelling.
Commitment to the successful achievement of team and organizational goals through a desire to participate with and help others with continuous improvement.
Demonstrated focus on listening to and understanding client/customer needs and exceeding service and quality expectations.
Ability to provide support to different departments and leaders.
Visual acuity (including color discrimination) and analytical skill to distinguish fine detail.
Ability to tolerate extensive periods seated and/or standing.
Must possess ability to perform repetitive motions.
Ability to lift up to 20 pounds.

Nice To Haves

Experience preferred with troubleshooting of all systems within Operations.
Experience preferred with writing and editing of Standard Operating Procedures (SOPs).

Responsibilities

Supervises Distribution, TC/PC, Slide-Block, and Reference Testing/Send Outs staff. Also supervises Accessioning at the Boston laboratory site.
Provides support to all lab operations leaders, client services, and pathology staff.
Oversees and ensures quality and production metrics are performed and delivered by team.
Monitors employees' daily performance and productivity.
Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics.
Assesses, processes, and oversees workflow, handling the daily scheduling of employee breaks and coverage of workstations.
Conducts weekly team meetings.
Attends applicable department/management meetings.
Keeps team informed of new processes and general updates.
Manages correspondence, escalated issues, and requirements/regulations.
Reviews and approves assigned work; maintains records on individual performance and attendance.
Mentors, coaches, and addresses developmental opportunities and disciplinary issues on the team.
Implements corrective action and further development plans as necessary.
Uses motivational techniques to assist team members in maintaining and exceeding standards.
Demonstrates accelerated knowledge of system(s) functions as it affects daily work flow and team/department business processes.
In partnership with department Director, oversees team recruiting, training, and performance evaluations.
Works collaboratively to solve problems and participate cross functionally with other teams.
Conducts work audits and determines additional training and counseling that may be required including providing recommendations, guidance, and implementing solutions.
Acts as first point of contact on technical, procedural, and policy questions.
Conducts research and implements solutions to resolve customer issues, complex problems, and department efficiencies.
Assists with the creation and documentation of processes.