Job Functions, Duties, Responsibilities And Position Qualifications

Position Summary:Responsible for the overall day to day of the Customer Service department. Responsible for oversight of personnel including training, continuing education, evaluation, and documentation of performance. Maintains departmental operating policies and procedures to include departmental programs, quality control, quality assurance, and safety. Maintains departmental expenses and productivity as budgeted.

Principle Responsibilities

Hires and directs departmental staff in the performance of their duties

Interviews all prospective applicants for department
Oversees departmental general orientation and training of employees
Conducts competency testing and performance appraisals for employees in a timely manner
Counsels employees when indicated in accordance with CPL and departmental policies
Utilizes staff effectively through scheduling and work assignments
Ensures department coverage for potential 24/7 goal

Oversees and maintains the following departmental programs

Institutes and revises departmental policies and procedures as needed
Develops and maintains departmental quality assurance and quality control programs, taking corrective action when indicated
Follows and enforces all safety policies
Assists with continuing education programs within the laboratory

Utilizes the following tools to manage departmental resources

Maintains expenses within a budgeted variance
Identifies and recommends items for capital purchase
Monitors departmental productivity with call monitoring software
Participates in continuing education for Customer Service.
Enforces HIPAA documentation and education
Monitors and responds to clinical emails

Utilizes technical skills and abilities to provide quality customer service

Ability to competently resolve customer issues quickly with timely followup
Ability to de-escalate challenging situations with patients, clients, and personnel
Interfaces with other laboratory departments for best practice updates
Ability to work varying schedules
Ability to communicate and compose emails professionally and timely
Performs miscellaneous duties and/or special projects as assigned

Scope:Promotes quality relations and creates a supportive climate by serving as a role model. Respects and maintains the confidentiality of information relative to the laboratory. Adheres to and enforces prescribed laboratory safety policies and regulations. Works independently with minimal direction. Functions as a liaison between the laboratory and the laboratory customers. Operates general laboratory equipment, including but not limited to: telephones, computer keyboards and CRT. Effectively communicates via written, verbal, face-to-face, telephone, and computer methods.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Education And Experience

Bachelor’s degree in laboratory science from an accredited school of Medical Technology with at least one year experience in clinical lab.

or

Associate degree in a laboratory science, medical technology program or healthcare field with at least two years experience in a clinical lab setting.

Skills:Ability to read, analyze, and interpret technical reports. Ability to write accurate and concise clinical documents, memos, and required correspondence. Ability to collect and analyze data using statistical methods. Ability to communicate effectively at all levels within the laboratory and with laboratory customers.

Reporting Relationship

Reports to the Customer Service Manager.

Physical Requirements:Requires light to medium lifting and carrying of objects weighing up to 50 pounds. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with both hands, pinching with thumb and forefinger, twisting with hand and wrist, climbing under, lifting up, lifting down, and reaching under. Routinely requires coordination of two or more physical operations. Routinely requires visual discrimination of color, size, shape, and motility.

Environmental Demands:Works in temperature controlled environment with minimal exposure to biological and chemical hazards. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and in crisis situations.

Scheduled Weekly Hours

40

Work Shift

Job Category:

Laboratory Operations

Company

Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.