The Region Manager, Lab Outreach oversees operations across many assigned outpatient lab patient service centers to support the needs of the providers, clients, patients, and St. Luke's University Health Network (SLUHN) Laboratory Outreach. The Region Manager will also provide input to the Director, Lab Outreach, on operational initiatives and strategy. The manager will develop a strong relationship with network operations management teams and the client base to ensure the seamless collection of patient specimens in a safe, convenient, and professional environment, while establishing a highly positive working environment for our phlebotomy team. Partners with Laboratory Operations, Outreach Account Manager, and Customer Service staff to ensure that business and operational requirements for customers/patients are satisfactorily met.
Demonstration of mid-level leadership skills. Provides leadership and direction to a supervisor.
Oversees operations across multiple outpatient lab remote sites across multiple entities/geographies.
Manages the set-up, operation, and quality performance of an assigned network of remote patient service center sites (including new PSCs).
Accountable for meeting performance metrics & expectations related to Patient Satisfaction, Employee Engagement, Financial, and Quality. Accountable for meeting Financial performance expectations for region to incl. Supervisor’s territory sites.
Responsible for effectively staffing outpatient lab patient service centers aligning with site patient volumes.
Responsible for all employee HR activities (development, coaching, councils, discipline, employee rounding, communications, employee performance feedback/reviews, payroll, etc.)
Provides support, oversight and mentorship to Outreach Supervisor(s) reporting to them.
Maintains effective communication within the department and to meet employee requirements.
Conduct patient service recovery as needed. Ensure patient satisfaction at all locations. Acts promptly to investigate/resolve complaints and/or problems, patient safety events, etc.
Prepares annual budget request for capital equipment, staffing and other expenses for aligned region.
Ensures adherence to safety, compliance, and regulatory policies/protocols at PSCs. Prepares for and ensures compliance, at all aligned PSCs, with all regulatory inspections (JC, CAP, DOH). Ensures documentation and remedial training is completed as necessary. Ensures quality of service is standardized and meets minimum standards of laboratory accrediting agencies at all locations.
Collaborates with Operational Training and Compliance position, providing feedback on new/updated phlebotomy policies and procedures related to collection of laboratory specimens.
Work with Outreach Account Manager and the Customer Service Manager to provide employees, patients and clients with robust responsiveness and problem resolution.
Serves as a super user for hospital information system and stays up to date with all information pertaining to department and job functions. Maintains working knowledge of policies/procedures pertaining to Lab Outreach. Demonstrate proficiency in Lab Outreach and registration workflows.
Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.
Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
Frequent travel to patient service centers in support of job responsibilities.
Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.
Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network’s PCRAFT values during interactions with all customers.
Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices
Complies with Network and departmental policies regarding attendance and dress code.
Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
Other related duties as assigned.
Ability to operate a motor vehicle in order to travel to any Lab Outreach patient service center or St. Luke’s location. Sitting up to 6 hours per day, up to 2 hours at a time. Seeing as it relates to normal and peripheral vision. Ability to use upper extremities for occasional lifting and frequent carrying of objects weighing up to 15lbs and push up to 250 lbs in a wheelchair. Ability to stoop/bend. Hearing as it relates to normal conversation and telephone use. Ability to read and write English.
Two years supervisory experience required. Laboratory experience preferred. Excellent customer service and interpersonal skills required. Computer experience with Microsoft Word and Excel required. Knowledge of medical terminology preferred.
