System Manager, Lab Customer Service

Corewell Health • Royal Oak, MI

4d • Onsite

About The Position

Responsible for all daily operations and services of customer service including equipment, policies/procedures, quality, safety, personnel, and financial activities in accordance with all regulatory/accrediting agencies' requirements, and corporate/laboratory standards of operations. Reports to the VP, Laboratory services. The role encompasses Customer Service and Imaging/Store Room areas. The System Manager plans, organizes, maintains, and controls all operational aspects of their assigned department, including equipment operations and process workflows, and the evaluation and implementation of new technology and service alternatives. They are responsible for maintaining Outreach client retention through timely and accurate services and the resolution of complaints and concerns, while maintaining consistent communication with the VP, Lab services. Financial responsibilities include establishing and maintaining departmental operating budgets within plan. Quality assurance involves ensuring compliance with regulatory and accrediting agencies, maintaining quality control review and records of all equipment, creating and monitoring quality assurance metrics, and reporting and following through on RL Solutions for continuous improvement. The role also involves the supervision of laboratory personnel, including interviewing, selecting, orienting, training, and evaluating staff, as well as managing staffing schedules and providing resources for development and continuing education. They hold staff meetings, maintain open communication, and identify/report recommendations for staffing needs and departmental objectives. Policy and procedure responsibilities include the formulation, implementation, and maintenance of operational and technical methodology policies and procedures to meet quality standards for patient and clinical services, safety standards, and regulatory requirements. As a management resource, the System Manager is expected to perform, discuss, and consult on operational procedures and activities, prepare proposals and summary reports for upper management, attend committee meetings, and participate in continuing education. Specific customer service duties include handling new client set-up, resolving client phone calls, complaints, and concerns, and delivering test results. The role also manages human resources to ensure work quality and goal achievement, and councils/disciplines staff to ensure adherence to policies and regulations. Special projects and bench assistance as needed are also part of the role.

Requirements

• Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree.
• 3 – 5 years’ management/supervisory experience.
• 1-3 years’ management/supervisory experience; 1-3 years specimen processing/collection experience.
• LIC-Chauffeur License - STATE_MI State of Michigan Couriers Upon Hire required
• CRT-EPIC Clinical Informatics - UNKNOWN Unknown Processing (Outreach only) Upon Hire required

Nice To Haves

• CRT-At least one License and/or Certification in area of specialty - preferred
• CRT-Medical Laboratory Scientist - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred
• CRT-Medical Technologist, Certified (MT) - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred

Responsibilities

• Plans, organizes, maintains and controls all operational aspects of his/her assigned department including operations of equipment and process workflows; evaluation and implementation new technology and service alternatives.
• Maintains Outreach client retention through timely and accurate services and resolution of complains and concerns.
• Maintains consistent communication with the VP, Lab services.
• Establishes department operating budget; maintains operational budgets within budget plan.
• In compliance with various regulatory and accrediting agencies, maintains quality control review and records of all equipment; creates, monitors and reports on quality assurance metrics; reports and follows through on RL Solutions; continually strives for quality improvements within the department.
• Interviews and selects new staff; responsible for orientation, training, continued competency of all staff; staffing schedule, performance evaluations; provides resources and environment for development and continuing education.
• Holds staff meetings; maintains open communication with direct reports.
• Identifies and reports recommendations for staffing needs with the development of departmental objectives including costs/benefits, resources, and potential changes in responsibilities and/or staff re-scheduling; implements latter as approved; recommends salary adjustments of direct subordinates.
• Formulation, implementation and maintenance of operational and technical methodology policies and procedures to meet quality standards for patient and clinical services, to satisfy all related corporate and laboratory regulatory and accrediting agencies requirements, and to meet patient and employee safety standards.
• Able to perform, discuss and consult on his/her operational procedures and activities; prepares/presents proposals, summary reports for upper management as requested.
• Attends committee meetings as required/requested.
• Maintains/ participates in continuing education.
• Responsible for handling new client set-up, resolution of incoming client phone call questions, and complaints/concerns; delivery of test results by phone, fax and/or mail.
• Manages the human resources of the department to ensure the quality of work and achievement of department goals.
• Councils and disciplines staff to ensure quality of work and adherence to Hospital Policies and Procedures in compliance with all Federal and State regulations and contractual agreements.
• Assists on special projects as assigned by upper management.
• Also assists on bench when needed.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings

What This Job Offers

• Job Type: Full-time
• Career Level: Manager