Supervisor, Laboratory Client Support

Job Description

Under general direction of the Assistant Director, for Laboratory and Client Services, supervise and coordinate daily functions and activities of the Outreach and Send Out areas within the Laboratories of Pathology. In addition, provide active engagement in client service activities for internal and external clients. This includes, but is not limited to, account management, problem resolution, QA reporting, onboarding new clients, education and training.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Confers with Assistant Directors and Clinical Directors where appropriate, regarding laboratory operation and the development, implementation, review and update of written policies, procedures, and protocols.

• Ensures compliance with requirements of accreditation and regulatory agencies through periodic inspections and observation of practices. Takes appropriate action when violations occur.

• Assists in the evaluation of laboratory performance and recommends, initiates and effects measures to improve services. Assists in the determination of need for development of new services.

• Updates the operating policies and procedures on a regular basis for designated laboratory areas.

• Directs, supervises and coordinates the technical functions and activities of designated laboratory areas.

• Monitors the quality control of designated laboratory areas, supplies and equipment.

• Monitors instrument maintenance, quality control and competency testing ensuring accuracy, efficiency and documentation/reporting of the same.

• Addresses clinical laboratory computer system/software problems. Utilizes hospital computer systems to manage patient information.

• Provides expertise by counseling staff and solving problems related to test ordering protocols.

• Supervises laboratory personnel within the assigned laboratory area to ensure maximum productivity and effectiveness.

• Participates in hiring, evaluating work performance, discipline and termination, if necessary, of subordinate staff in conjunction with respective Assistant Director, Laboratory and Client Services and in accordance with established Medical System policies and procedures.

• Prepares staff work schedules to meet the needs of the assigned laboratory area.

• Develops and assigns work tasks to maximize productivity and service.

• Develops and implements training and continuing education programs to train employees on proper use of and care for instrumentation and in laboratory procedures.

• Conducts staff meetings in conjunction with the Assistant Director, Laboratory and Client Services.

• Coordinates communication between laboratory personnel and medical and nursing staff to relate operational procedures, mediate differences and to resolve problems.

• Communicates regularly with medical and nursing staff to address any special needs of the laboratory, especially in the areas of Outreach and Send-outs, required for patient care.

• Serves as primary account manager for both internal and external clients. Internal key clients include, but are not limited to, the Cancer Center, ED and Trauma. External key clients include, but are not limited to, UMMS affiliate hospitals and UMPA. Account management responsibilities include, but are not limited to: monthly review meetings/conference calls, monthly tabulation and distribution of performance metrics scorecard for testing insourced to UMMC, primary point of contact for all client questions, concerns and problem resolution, ensures client service agreements are current and on file, onboarding new clients, training and education.

• Maintains inventory of all consumable items and prepares monthly supply orders to ensure adequate amount of supplies are available when needed.

• Handles inventory/supply problems or questions, as needed.

• Keeps statistics on inventory usage.

• Maintains documentation of department activities, regularly, for reporting purposes and for modification and improvement of department operations.

• Reviews quality control activities daily.

• Reviews productivity reports, including individual employee and departmental production.

• Reviews instrument and equipment management including frequency or use and preventive maintenance.

• Assists in preparation of quality assurance and safety activity reports.

• Reviews monthly in-service education of staff.

• Submits to management significant departmental operations data (narrative and statistical) for administrative reports, as required.

• Keeps current with trends and advances in methods of clinical laboratory testing and procedures

• Attends educational programs and seminars focusing on the management and technical aspects of specimen processing and laboratory procedures for professional development.

• Reads health care and clinical laboratory related literature.

• May assist the Assistant Director, Laboratory and Client Services with the preparation and management of the operating and capital expenditure budget.

• Projects annual anticipated expenses based on prior activity and capital needs.

• Allocates expenditures based on needs and available funds. Generates on-line requisitions for the purchase of supplies, instruments and equipment.

• Assists with monitoring expense activity to assure that the projected budget is met.

• Assists in the training, teaching and evaluating of students as needed.

Company Description

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won't find a more vibrant place to work!

Qualifications

Education and Experience

• Bachelor's degree required. A degree in Medical Technology or a life science is preferred. An Associate's Degree and relevant work experience may be considered in lieu of a Bachelor's Degree.

• Three (3) to five (5) years of full time progressive laboratory experience in a hospital setting with demonstrated client services experience.

• Minimum of one (1) year supervisory experience preferred.

• Knowledge of laboratory terminology to effectively communicate important patient care data.

• Experience in a clinical laboratory with demonstrated skills and competence in leadership and organizing work-flow. Solid understanding of laboratory processes and procedures, especially in the areas of Outreach and Send-out testing.

• Experience in customer service and problem resolution.

Knowledge, Skills and Abilities

• Proficient knowledge of clinical laboratory process, testing and analytical procedures, techniques and quality assurance.

• Ability to manage the work of laboratory staff (i.e. assign work priorities, audit work quality, orient and train, evaluate employee performance and other responsibilities as assigned.

• Ability to read, write, speak English and perform mathematical and statistical operations for recording and evaluating lab results, including, addition, subtraction, multiplication and division.

• Ability to handle potentially infectious materials, such as, blood and body fluid specimens observing proper safety regulations and procedures.

• Outstanding and effective interpersonal, communication and customer service skills. Can maintain collaborative, effective working relationships with laboratory staff, nursing clinicians and clients.

• Ability to ensure effective work of laboratory staff through guidance and training.

• Ability to work in harmony with personnel to build team driven customer service.

• Highly proficient in laboratory processes and operations and laboratory information systems (LIS). Strong knowledge of Epic (EMR) and Cerner (LIS) preferred.

• Above average skills in the use of MS Word, PowerPoint and Excel.

Patient Safety

Ensures patient safety in the performance of job functions and through participation in hospital, department or unit patient safety initiatives.

• Takes action to correct observed risks to patient safety.

• Reports adverse events to appropriate management authority.

• Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.

Additional Information

All your information will be kept confidential according to EEO guidelines.