RESPONSIBILITIES:
· The listing of duties and responsibilities is not intended to be all-inclusive and may be expanded as the Laboratory Operations Director may deem necessary from time to time.
· The Pre-Analytics & Client Services Manager is responsible for overseeing the daily operations of both departments.
· This role ensures accurate, timely, and compliant receipt, identification, labeling, accessioning, and routing of patient specimens and related documentation.
· The Manager leads staff, supports quality and regulatory compliance, improves workflow efficiency, and collaborates with laboratory leadership and other departments to maintain high standards of service and specimen integrity.
· This role also supports a high level of client service by ensuring prompt, professional communication with physician offices, clinics, nursing units, and other customers regarding specimen and accessioning-related issues. The Manager of Accessioning is expected to foster positive client relationships through responsiveness, problem-solving, and a commitment to service excellence.
Essential Duties and Responsibilities:
· Manage the day-to-day operations of the accessioning & client services departments to ensure efficient workflow and timely processing of specimens and communication with clients.
· Supervise, train, coach, and evaluate accessioning & client services staff.
· Ensure all specimens are received, identified, labeled, entered, and routed accurately according to laboratory procedures and regulatory requirements.
· Monitor specimen handling processes to maintain specimen integrity and reduce pre-analytical errors, has responsibility for accessioning & client services staff and supports remedial action to correct deficiencies.
· Has responsibility for ensuring that adequate and proper safety equipment and materials are available and that personnel have been properly trained in their use.
· Ensures that departmental environments are safe and compliant with all relevant safety regulations, and that staff follow all safety protocols.
· Develop and maintain staffing schedules to ensure appropriate departmental coverage.
· Track and respond to workload volumes, turnaround expectations, and operational priorities.
· Investigate and resolve specimen discrepancies, labeling issues, documentation errors, and workflow problems.
· Collaborate with laboratory supervisors, technical staff, client services, couriers, and phlebotomy teams to address accessioning and pre-analytical issues.
· Ensure compliance with CLIA, CAP, Joint Commission, OSHA, HIPAA, and other applicable regulatory and accreditation standards.
· Coordinates accessioning departments' adherence to CLIA and CAP and inspection readiness.
· Maintain and update departmental standard operating procedures, training materials, and competency assessments.
· Participate in quality assurance and performance improvement activities, including monitoring quality indicators, error trends, and corrective actions.
· Manages departments in accordance with established productivity and quality standards.
· Assist with the implementation and optimization of laboratory information systems and accessioning workflows.
· Support audits, inspections, and readiness activities.
· Maintain inventory and supplies needed for accessioning operations.
· Promote a culture of safety, accountability, teamwork, and continuous improvement.
· Serve as a key point of contact for clients regarding specimen receipt, accessioning issues, missing information, rejected specimens, and resolution of pre-analytical concerns.
· Provide courteous, professional, and timely communication to clients, physician offices, nursing staff, clinics, and other laboratory customers.
· Manages accessioning & client services to resolve client concerns, complaints, and service issues in a prompt and service-oriented manner.
· Promote strong client relationships by demonstrating responsiveness, respect, accountability, and a commitment to high-quality service.
· Communicate specimen requirements, submission guidelines, and documentation needs clearly to clients to reduce errors and improve the overall client experience.
· Follow up on accessioning-related issues to ensure clients receive accurate information and timely resolution.
· Support service recovery efforts when errors or delays occur, including clear communication, escalation when appropriate, and documentation of corrective actions.
· Collaborate with internal departments to ensure client needs are met while maintaining compliance with laboratory policies and regulatory requirements.
Supervisory Responsibilities:
· Directly supervises accessioning and client services staff, including leads, technicians, clerks, and support personnel as applicable.
· Carries out supervisory responsibilities in accordance with the organization’s policies.
· Responsibilities may include interviewing, hiring, onboarding, training, assigning work, appraising performance, addressing complaints, coaching, corrective action, and staff development.
QUALIFICATIONS:
· Associate’s degree required; Bachelor’s degree in biological sciences, healthcare administration, laboratory science, or related field preferred.
· Equivalent combination of education and relevant laboratory accessioning or healthcare operations experience may be considered.
Experience:
· Minimum of 3 to 5 years of experience in laboratory accessioning, specimen processing, or clinical laboratory operations.
· Minimum of 1 to 3 years of leadership or supervisory experience preferred.
· Experience in a high-volume clinical laboratory strongly preferred.
· Experience with laboratory information systems and specimen tracking systems required.
Knowledge, Skills, and Abilities:
· Strong knowledge of specimen accessioning, specimen handling, patient and specimen identification requirements, and pre-analytical laboratory processes.
· Working knowledge of applicable clinical laboratory regulations and accreditation standards.
· Strong leadership, organizational, and problem-solving skills.
· Ability to manage multiple priorities in a fast-paced environment.
· Strong attention to detail and commitment to accuracy.
· Excellent interpersonal, written, and verbal communication skills.
· Ability to analyze workflow and implement process improvements.
· Proficiency with laboratory information systems, electronic medical records, and standard office software.
· Ability to maintain confidentiality and handle protected health information appropriately.
· Strong customer service skills with the ability to interact professionally and effectively with clients, providers, and internal staff.
· Ability to manage difficult or sensitive conversations with professionalism, empathy, and diplomacy.
· Demonstrated commitment to service excellence and relationship-building with laboratory clients.
· Must be able to use independent judgment, to interact productively and positively with patients, physicians, providers, technologists, and other staff.
· Must be able to balance and prioritize multiple projects with a great attention to detail. High level of critical thinking skills. Self-motivated, efficient, and very organized. Proficient in computer skills in Word, Excel, spreadsheets, and typing.
· Exhibit leadership, ethical decision-making, excellent critical thinking skills, and positive interpersonal skills.
Physical Demands:
· Ability to stand, walk, sit, bend, reach, and perform repetitive hand movements.
· May be required to lift and move items up to 20 to 30 pounds.
· Ability to work in a laboratory environment with exposure to biological materials and standard laboratory hazards.
Work Environment:
· Clinical laboratory environment.
· May require evening, weekend, holiday, or on-call support depending on operational needs.
· Frequent interaction with laboratory staff, couriers, providers, clients, and support departments.
Performance Expectations:
· Accurate and timely specimen accessioning and routing.
· Maintenance of staffing productivity and quality standards.
· Reduction of accessioning errors and specimen-related discrepancies.
· Effective staff leadership, development, and accountability.
· Ongoing compliance with regulatory, accreditation, and safety requirements.
· Maintains a high standard of professionalism and responsiveness in all client interactions.
· Addresses client questions and accessioning-related issues accurately, courteously, and within expected timeframes.
· Supports a positive client experience through effective communication, issue resolution, and follow-through.
· Helps strengthen client confidence in laboratory services by ensuring consistent, reliable, and service-focused accessioning operations.
Pay: From $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience:
- Clinical laboratory: 3 years (Required)
Work Location: In person
