Laboratory Support Manager

Northwest Community Healthcare - Arlington Heights, IL3.0

Full-timeEstimated: $86,000 - $120,000 a year
Shift: Full time, Days

Reporting to the Lab Director, is responsible for designing and managing the work activities related to specimen collection and processing, customer service and related clerical responsibilities. Organizes, plans and directs operational processes, staff scheduling, workflow, human resource issues and staff development and monitors resources and productivity for all lab support staff including specimen registration, test ordering, collection, labeling, receipt, processing, delivery and archiving. Oversees the performance and quality improvement initiatives for areas of responsibility.

1. Oversees daily work assignments of staff in all phlebotomy and specimen processing areas, to ensure high quality standards are maintained. Monitors daily work variables and shift staffing mix for each shift and each draw site. Ensures procedural documentation is completed to meet all regulatory requirements for Clinical Laboratory Improvement Act (CLIA), The Joint Commission (TJC) and College of American Pathologist (CAP) accreditation and any other relevant regulatory and accreditation bodies. Oversees the timely completion of pre-analytical processes related to specimen collection and processing, coordinates staff schedules, and monitors workflow and quality issues, including turn-around-times and specimen acceptability standards.

2. Serves as the department’s representative to investigate, handle, and resolve medical staff, ombudsman, and/or customer service issues/complaints, problems between support services, nursing units, and outpatient areas. Ensures timely, proper documentation for occurrence reports and reports it to the Lab Director and/or Medical Director. Answers questions and resolves problems pertaining to test requisitions, specimen requirements, test additions, priority changes and patient results utilizing the Lab information system or other data retrieval system.

3. In consultation with the Director, develops departmental goals and initiatives required to accomplish agreed upon goals; ensures compatibility with departmental and hospital objectives. Participates in strategic planning for the Laboratory areas overseen. Recommends resources required to meet department goals. Develops annual budgets and monitors financial performance for the functional areas overseen; reviews departmental financial progress reports and analyses; evaluates utilization of resources and develops plans to enhance cost efficiency when applicable.

4. Identifies operational areas of concern and/or trends; assesses areas for improvement and develops corrective action plans to improve performance. Develops training and staff development initiatives that support meeting and exceeding hospital customer and laboratory service standards. Integrates ongoing training and staff development changes into existing safety, infection control, chemical, job safety and regulatory compliance requirements. Ensures orientation of all new and existing employees on department and job specific policy and procedure requirements including infection control, safety issues, protective equipment and proper use of chemical agents.

5. In accordance with NCH policies, interviews, hires, disciplines and discharges (when necessary) subordinate team members. Regularly evaluates the performance of team members in accordance with the hospital’s performance management system. Supports development of team member’s knowledge and skills through regular feedback, recognition of positive accomplishments, and coaching opportunities. Develops and maintains work schedules for all staff and shifts of responsibility, based on budget guidelines. Ensures minimum staffing levels are maintained.

6. Responsible for the implementation of quality initiatives. Participates in quality improvement assessment and initiates process improvements collaboratively with other teams. Recommends and/or provides instruction on quality improvement project plans to Laboratory management/staff members based upon compiled data. Prioritizes and implements quality improvement plans that meet immediate to short term department objectives. Provides reports at required frequencies.

7. Researches, evaluates, and selects new instrumentation, methodologies, and work processes for the specimen collection, as appropriate. Coordinates meetings with vendors, Administrative Lab Director, and Medical Director as applicable; reviews advances in technology and makes recommendations for improvements to NCH laboratory equipment and processes. Provides technical support where needed.

8. Requests system and related database updates for assigned areas to ensure timely and appropriate test coding, reimbursement, pricing and lab user information.

9. Provides direction to staff for departmental performance and quality improvement and quality control activities. In conjunction with the Clinical Chemist and/or the assigned Pathologist, monitors and reviews departmental quality control and implements corrective action as needed. Coordinates and facilitates laboratory and chemical hygiene compliance as suggested by the laboratory QA Coordinator. Investigates and resolves safety and/or chemical hygiene related problems. Ensures chemical inventory list for the assigned Laboratory areas is kept up-to-date.

10. Coordinates and facilitates departmental meetings, including agenda preparation. Effectively communicates changes in policies, procedures, and operations. Provides written minutes covering topics discussed including operations and performance improvement activities. Conducts periodic meetings with staff and Pathology Group to discuss operations and process improvements. Communicates all policies to employees and provides overall direction necessary to ensure efficient and effective laboratory service.

11. Adheres to all Northwest Community Hospital standards, policies and procedures.


1. Bachelors Degree in Healthcare or Laboratory Sciences required.

2. Phlebotomy Certification plus a minimum 5 years of progressively responsible experience performing phlebotomy functions in a hospital clinical laboratory or Certification as a Medical Technologist with 5 years of progressively responsible experience.

3. Minimum of two years management experience required.

4. Advanced knowledge of the principles and procedures of routine and complex laboratory collection methods and the equipment used.

5. Proficiency in using a personal computer with the capability of creating and managing documents, reports, and presentations in Microsoft Word and Excel required. Basic knowledge of laboratory information systems and their use required.

6. Technical experience in Laboratory services regulations and procedures.

7. The interpersonal skills necessary to effectively communicate, interact, and motivate Laboratory employees and resolve issues/complaints. Must have the ability to solve a variety of problems and deal with an array of variable situations where only limited standardization exists. This position is accountable for the quality of laboratory services delivered to patients/physicians and clients.

8. Must possess the ability to make rational decisions and act in a calm, professional manner.

9. The organizational skills necessary to plan and manage the operation of Laboratory functional areas and related services and coordinate multiple projects simultaneously.

10. The analytical skills to develop and maintain a budget, evaluate services, and write business plans/proposals.

11. Analytical and technical skills to evaluate, formulate, develop and implement Laboratory area(s) specific training and quality improvement programs.

12. The communication skills necessary to convey information in a clear, concise, and persuasive manner.

13. The leadership and problem solving skills necessary to develop training programs, and provide guidance to staff.

14. Ability to perform and write phlebotomy procedures within current recommended best practice guidelines and suitable for all age groups.

NCH at a glance
Northwest Community Healthcare (NCH) is known for compassionate care and its convenient location. But it's our advanced technologies, clinical expertise and state-of-the-art facilities that offer the latest treatments and assure the care, comfort and safety of our patients and the community. NCH offers:
A 489-bed hospital, including 200 private rooms in the South Pavilion
Four Immediate Care Centers, located in Buffalo Grove, Lake Zurich, Mount Prospect and Schaumburg
Seven accessible outpatient imaging locations that provide advanced imaging technology
The Day Surgery Center, a same-day outpatient surgery center

Annually, NCH treats an average of 24,000 inpatients and conducts:
337,000 outpatient visits
43,000 home care visits
3,100 newborn deliveries
Approximately 18,000 inpatient and outpatient surgical cases, ranging from open heart surgery and joint replacement to neurosurgery and minimally invasive procedures

NCH provides our patients and community with safe, high quality care - and it shows. Here are a few of the many awards and designations we've recently achieved:
Magnet® Recognition for Nursing Excellence (The American Nurses Credentialing Center awards Magnet status to hospitals that exhibit exemplary patient outcomes and satisfaction, have impressive nurse-to-patient ratios, and attract and retain the best nursing staff.)
Healthgrades Patient Safety Excellence Award
The Joint Commission Gold Seal of Approval
2016 American Heart Association and the American Stroke Association "Get with the Guidelines Stroke Gold Plus Quality Achievement Award"

We are
4,000 employees including nurses, allied health professionals, administrative and support personnel
More than 1,000 physicians with offices throughout the northwest suburbs
NCH Medical Group, an employed physician group focusing on primary and specialty care
Approximately 800 volunteers providing more than 100,000 hours of service annually
Primary Location: United States-Illinois-Arlington Heights
Work Locations: Northwest Community Hospital 800 W Central Rd Arlington Heights 60005
Job: Management
Shift: Day Job
Employee Status: Regular