Technical Manager Surveys

College of American Pathologists•Northfield, IL

4d•$118,000 - $150,000•Onsite

About The Position

The Technical Manager, Surveys is responsible for: Embrace a positive attitude, as a member of the Surveys department team Providing leadership to the Surveys/PT technical staff in supporting the needs of participant laboratories, scientific committees, members, vendors, manufacturers, and internal CAP staff. Supporting excellence in customer service by: Establishing operational goals in support of timelines/turnaround time and accuracy, both project related and operational Support staff development and training Demonstrating Leadership Values Supporting ongoing development and execution of the LIP Strategy and associated initiatives Ensuring staff work effectively and efficiently with other functional areas within and outside of Surveys Working independently in variable situations involving diversified procedures and policies, requiring analytical, interpretive and critical thinking skills while utilizing multiple software applications. Specific Duties Primary duties and responsibilities of the Technical Manager, Surveys: Provide leadership to a team of technical specialists/TPQAs encompassing data review, committee staffing and support, material vendor management, and customer support Contribute to the development and execution of the LIP Strategy from a technical viewpoint including aligning staff goals and providing subject matter expertise as needed Provide guidance to staff responsible for scientific committee support Understand and maintain programs to, at a minimum, meet all regulatory requirements including CLIA, ISO 17043, and CAP Accreditation Criteria for PT Providers Take a lead role in developing and managing complex, diverse projects/programs from concept through implementation to serve customers, internal and external stakeholders at all levels, including scientific committees and operations/program staff across all CAP councils and functional areas. Be an authoritative resource for the scientific committees and other member groups for the initiation and expansion of activities that will increase knowledge of, improve efficiencies for, and give impact to the technical aspect of the CAP/Surveys Department activities in support of the mission, goals, and strategies of the CAP Identify, plan and support continuous improvement Provide performance feedback and annual reviews for direct reports Hire, coach, discipline, and terminate employees in consultation with the Director as appropriate Assist Director in developing, reviewing, and revising job descriptions as needed for submission to HR for evaluation and marketMonitor workload distribution to maintain department goals, working with other technical managers, as needed Implement competency assessment and continuing education programs for Surveys technical staff Serve as back-up for critical workforce situations Engage in consistency building activities with other Surveys Technical Managers, on an ongoing basis Create and maintain operating procedures to accurately reflect current practice Ensure staff complete training on appropriate procedures Work with IS staff for development and trouble-shooting of various programs, reports, and member/customer communications Evaluate trending of critical and non-critical errors to assess training needs Serve in a leadership role for ISO and CAP/LAP audits Handle escalated operational or technical issues Handle escalated or complex customer, member, vendor/manufacturer inquiries Manage technical projects that provide value to customers, scientific committees and staff Provide assistance to program participants, scientific committees, members, vendors, and manufacturers related to PT program materials and documents Provide exceptional customer service that meets departmental standards and exceeds customers’ expectations Monitor completion of Salesforce and OPM tasks for staff Support continuous improvement process by identifying opportunities, creating and engaging teams to develop action plans and implement improvements Department Management: Maintain complete and current awareness of the operating plans and activities of the PT/Surveys department and how it interfaces with other LIP programs Supervise work of direct reports to include evaluation of both personnel and systems Hire, coach, discipline, and terminate employees, consulting with the Director as appropriate Assist Director in developing, reviewing, and revising job descriptions as needed for submission to HR for evaluation and market comparison Set team and individual goals and perform mid-year and annual performance reviews Develop and implement procedures in consultation with the Director Deliver clear, concise, compelling communication and documents for participants, scientific committees, and internal stakeholders Ensure a culture that embraces and encourages diversity, equity, and inclusion. Project Planning: Set priorities and develop plans for timely production of PT/Surveys products and services, coordinating activities with other PT managers and directors Work cross-divisionally with other departments as needed to implement new programs, products, and services Mentoring Responsibilities: Coach, mentor, and train new and incumbent technical specialists and TPQAs in all aspects or PT/Surveys processes Provide training and onboarding for new PT staff and scientific committee members Update training plans as necessary Perform competency assessments and implement continuing education programs for technical staff Provide feedback and input from training and competency assessments for mid-year and annual performance evaluations Support the development and implementation of a quality management program Support continuous improvement process by identifying opportunities, creating and engaging teams to develop action plans, and implementation of improvements Establish regular check-ins with staff that work primarily remote Perform other duties as assigned by Technical Director, Proficiency Testing or Senior Director, Scientific Resources.

Requirements

Excellent organizational and decision-making skills
Expert troubleshooting skills
Excellent communication skills, both written and verbal
Excellent coaching, mentoring and staff development skills
Able to envision, articulate, plan, organize, and implement new products, new processes, and strategic initiatives throughout the full life cycle of concept to delivery.
High level collaboration, team building, facilitation, and presentation skills.
Able to influence without authority to meet organizational goals.
Well-organized, effective communicator of complex ideas and technical information to a broad constituency.
Solid understanding of business practices; project, and association management.
Familiar with Microsoft Office applications
Comfort learning new software applications
Teaching/training skills required
Organizational and presentation skills
Ability to apply technical knowledge effectively in various scenarios
Baccalaureate degree required.
Experience in clinical laboratory or commercial or regulatory health care environment desirable.
Travel required, approximately 10%
Candidates must reside within 75-miles of the Northfield office and meet in office requirements.

Nice To Haves

Business degree or business training desirable.
Master’s degree desirable
MLS/MT/MLT (ASCP); HT (ASCP); CT (ASCP) highly recommended.
Experience as a Surveys Technical Specialist, Technical Product & QA Specialist, Cytology Technical Specialist, or equivalent experience within the CAP, preferred.
1-2 years management experience or other equivalent experience preferred.

Responsibilities

Provide leadership to a team of technical specialists/TPQAs encompassing data review, committee staffing and support, material vendor management, and customer support
Contribute to the development and execution of the LIP Strategy from a technical viewpoint including aligning staff goals and providing subject matter expertise as needed
Provide guidance to staff responsible for scientific committee support
Understand and maintain programs to, at a minimum, meet all regulatory requirements including CLIA, ISO 17043, and CAP Accreditation Criteria for PT Providers
Take a lead role in developing and managing complex, diverse projects/programs from concept through implementation to serve customers, internal and external stakeholders at all levels, including scientific committees and operations/program staff across all CAP councils and functional areas.
Be an authoritative resource for the scientific committees and other member groups for the initiation and expansion of activities that will increase knowledge of, improve efficiencies for, and give impact to the technical aspect of the CAP/Surveys Department activities in support of the mission, goals, and strategies of the CAP
Identify, plan and support continuous improvement
Provide performance feedback and annual reviews for direct reports
Hire, coach, discipline, and terminate employees in consultation with the Director as appropriate
Assist Director in developing, reviewing, and revising job descriptions as needed for submission to HR for evaluation and market
Monitor workload distribution to maintain department goals, working with other technical managers, as needed
Implement competency assessment and continuing education programs for Surveys technical staff
Serve as back-up for critical workforce situations
Engage in consistency building activities with other Surveys Technical Managers, on an ongoing basis
Create and maintain operating procedures to accurately reflect current practice
Ensure staff complete training on appropriate procedures
Work with IS staff for development and trouble-shooting of various programs, reports, and member/customer communications
Evaluate trending of critical and non-critical errors to assess training needs
Serve in a leadership role for ISO and CAP/LAP audits
Handle escalated operational or technical issues
Handle escalated or complex customer, member, vendor/manufacturer inquiries
Manage technical projects that provide value to customers, scientific committees and staff
Provide assistance to program participants, scientific committees, members, vendors, and manufacturers related to PT program materials and documents
Provide exceptional customer service that meets departmental standards and exceeds customers’ expectations
Monitor completion of Salesforce and OPM tasks for staff
Support continuous improvement process by identifying opportunities, creating and engaging teams to develop action plans and implement improvements
Maintain complete and current awareness of the operating plans and activities of the PT/Surveys department and how it interfaces with other LIP programs
Supervise work of direct reports to include evaluation of both personnel and systems
Set team and individual goals and perform mid-year and annual performance reviews
Develop and implement procedures in consultation with the Director
Deliver clear, concise, compelling communication and documents for participants, scientific committees, and internal stakeholders
Ensure a culture that embraces and encourages diversity, equity, and inclusion.
Set priorities and develop plans for timely production of PT/Surveys products and services, coordinating activities with other PT managers and directors
Work cross-divisionally with other departments as needed to implement new programs, products, and services
Coach, mentor, and train new and incumbent technical specialists and TPQAs in all aspects or PT/Surveys processes
Provide training and onboarding for new PT staff and scientific committee members
Update training plans as necessary
Perform competency assessments and implement continuing education programs for technical staff
Provide feedback and input from training and competency assessments for mid-year and annual performance evaluations
Support the development and implementation of a quality management program
Establish regular check-ins with staff that work primarily remote
Perform other duties as assigned by Technical Director, Proficiency Testing or Senior Director, Scientific Resources.