Under the leadership of Director of Laboratory Services, the Laboratory Services Operations Manager will be responsible for the day–to-day operations of the Laboratory Services Department.
KNOWLEDGE/EXPERIENCE: Minimum of five years’ experience in a fast-paced healthcare or business environment required. Previous experience in a leadership role in a Laboratory setting is preferred. Experience in Process management, LEAN development, budgets and Project management preferred.
EDUCATION: BS/BA degree is required. Masters preferred.
LICENSE/CERTIFICATION/REGISTRY: Current licensure as a Clinical Laboratory Scientist in Montana strongly preferred.
This position will be responsible for:
1. Departmental Operations. Actively connect department through active rounding, communication and availability to all lab staff.
2. Relationships / Communication. Build and maintain emotionally intelligent relationships and effective communication with all stakeholders (above, beside, below). Help engage Leads with the intent of Technical Supervisors assuming roles as staff group leaders and active communicators.
3. Culture Development. Cultivate a culture of trust, accountability, ownership, reliability, and follow-through.
4. Problem Solving. Successfully and expeditiously resolve and/or support the staffs concerns, and problems.
5. Quality Control, Safety & Compliance. Promote, model, equip the department for Quality Control, safety, and regulatory compliance.
6. Healthy Team. Collaborate to create and sustain a high-performing team that produces quality results and gold standard employee experience.
7. Selection / Retention. Working with the Director and leads, get and keep the right people on the bus (hiring, retention).
8. Operational Excellence. Pursue and achieve operational excellence in fiscal, regulatory, and patient experience areas.
The following functions will be the responsibility of the Laboratory Services Operations Manager.
Daily Operation: Assists the Director in the day-to-day operations of the Laboratory Services Department. Patient Flow: Is responsible to ensure effective and efficient patient flow systems; ensures development and consistent implementation of tools to ensure patient satisfaction with service as measured by satisfaction scores; responds to and resolves complaints. Patient Care: Works with Phlebotomy Coordinators, Outreach Business Office (OBO), Data analysts, Point Of Care Coordinator(s), Pathologists and Technical Laboratory Supervisors to foster collaborative relationships and ensure consistent and integrated approach to providing services. Policies, protocols and Safety: Works collaboratively with Technical Laboratory Supervisors, Phlebotomy Coordinators, OBO, Pathologists and other constituencies to develop and implement policies and procedures to comply with rules, regulations, and state and federal law; ensures practices to support patient safety CQI & QA: Responsible for working with the lead technologist to the development and participation in both CQI and QA yearly plans and activities (as approved by Director). Patient Experience: In a shared role with the Director and Phlebotomy Coordinators, the Manager will be accountable for improvement of patient experience and scores for both the sections and the department. Budget and Strategic planning: Will assist in evaluating budget expenditures and productivity and make recommendations to insure operations are within budget. Will take part in strategic planning and budget development each year. Manager will also assist with Kronos time and attendance for staff. Staffing & Scheduling: Responsible for overseeing the development of staffing schedules that meet both the physicians and patients needs. These schedules must also meet the productivity standards set forth by the Director and budgets for each year. Phlebotomy and Client Services: Responsible for overseeing the Phlebotomy Coordinators to ensure that all collections, shipments and transfers meet the quality standards set forth by the Laboratory Leadership team. The Manager must also work cohesively with the Technical Laboratory Supervisors to resolve issues including the timeliness of collection and testing. Staff Training/ orientation: Responsible for oversight for training and orientation functions that are employee centered, competency based and timely. Staff Development: Responsible for working with the Director, Technical Laboratory Supervisors, Phlebotomy Coordinators and Pathologists to insure there is a continual plan for the education and development of each staff member. Regulatory Compliance: Responsible for assisting in the compliance of the Laboratory to CLIA, CMS and other regulating agencies requirements. Works cohesively with the Technical Laboratory Supervisors and Phlebotomy Coordinators assure compliance of each employee. The Manager will be required to function as a member/leader of a department compliance team. Equipment maintenance: Assist with ensuring adequate equipment maintenance and that all equipment is in compliance with regulatory requirements and calibration standards. Equipment vendors and Biomed: Assist in being a liaison with both equipment vendors and Biomed Services. Department Projects: May be assigned responsibility for participating in or leading department projects such as but not limited to ARRA Meaningful Use, ICD-10 implementation and LEAN Process improvement . Meetings: The Manager will attend and participate in all department meetings. Manager could be asked to lead these meetings if Director is not able. Departmental Liaison: Responsible for being a liaison between Providers, Nursing, Patient Access and Laboratory to ensure the best possible patient care experience. Subject Matter Expert: Responsible for acting as and mentoring SME in areas assigned. Staff performance input: Will participate in evaluating employee performance in designated areas of responsibility and assist Director with employee recruitment, and disciplinary action as defined by St. Peter’s Health policy. Evaluations: Provide input and participate in employee evaluation and competency assessment in designated areas of responsibility. Positive, encouraging and promotional: Responsible for always setting the example of positive interactions, encouraging actions and promoting co-workers, providers, the hospital, and the medical group. Other duties as assigned by leadership team.