System Manager, Laboratory Support Services

Endeavor Health•Arlington Heights, IL

26d

About The Position

The System Manager, Laboratory Support Services reports to the Lab Director and is responsible for designing and managing work related to specimen collection and processing, customer service, and associated clerical responsibilities. The manager oversees operational processes, staff scheduling, workflow, human resource matters, staff development, resources, and productivity for laboratory support functions, including specimen registration, test ordering, collection, labeling, receipt, processing, delivery, and archiving. The role oversees performance and quality-improvement initiatives for areas of responsibility across Swedish and Northwest Community Hospitals. The position manages day-to-day phlebotomy and specimen-processing operations; ensures regulatory and accreditation documentation; addresses service issues; contributes to departmental planning and budgeting; and develops corrective actions, training, and staff-development initiatives. It also includes hiring and performance management, quality and safety oversight, evaluation of equipment and processes, laboratory information-system updates, and communication of policies and operational changes. The role is full-time, Monday through Friday, 7 a.m. to 4 p.m., and requires travel.

Requirements

Bachelor’s degree required.
CPR-BLS certification from the American Heart Association required.
At least 5 years of experience in a hospital setting required.
At least 1 year of supervisory or leadership experience with phlebotomy required.

Responsibilities

Oversee daily work assignments across phlebotomy and specimen-processing areas, monitoring staffing mix, workflow, specimen acceptability, turnaround times, and quality standards.
Ensure procedural documentation meets CLIA, TJC, CAP, and other applicable regulatory and accreditation requirements.
Coordinate staff schedules and oversee timely completion of pre-analytical specimen collection and processing.
Investigate and resolve medical staff, ombudsman, customer-service, nursing-unit, and outpatient-area issues; document occurrence reports and report them to the Lab Director and/or Medical Director.
Resolve questions involving test requisitions, specimen requirements, test additions, priority changes, and patient results using laboratory information or other data-retrieval systems.
Develop departmental goals and initiatives with the Director, participate in strategic planning, recommend resources, develop annual budgets, monitor financial performance, and identify cost-efficiency opportunities.
Identify operational concerns and trends, assess improvement opportunities, and develop corrective-action plans.
Develop and integrate training and staff-development initiatives, including orientation on policies, procedures, infection control, safety, protective equipment, chemical agents, and regulatory compliance.
Interview, hire, discipline, and discharge subordinate team members as needed; evaluate performance, provide feedback and coaching, and maintain work schedules and minimum staffing levels within budget guidelines.
Implement quality initiatives, collaborate on quality-improvement assessments and process improvements, recommend or provide project-plan instruction, prioritize improvement plans, and provide reports as required.
Research and evaluate instrumentation, methodologies, and processes for specimen collection; coordinate vendor and leadership meetings; recommend laboratory equipment and process improvements; and provide technical support as needed.
Request system and database updates for assigned areas to support accurate test coding, reimbursement, pricing, and laboratory user information.
Direct quality-improvement and quality-control activities; monitor quality control with the Clinical Chemist and/or assigned Pathologist and implement corrective actions as needed.
Coordinate laboratory and chemical-hygiene compliance, investigate safety or chemical-hygiene problems, and maintain current chemical inventory lists for assigned laboratory areas.
Coordinate departmental meetings, prepare agendas and minutes, communicate policy and operational changes, and conduct periodic meetings with staff and the Pathology Group to discuss operations and improvements.
Communicate policies and provide overall direction to support efficient laboratory services.
Adhere to Endeavor Health standards, policies, and procedures.