Accountable to serve as a laboratory support services role model and supervise the activities and training of employees in the laboratory's specimen procurement, receiving, registration and processing area. Focus on quality customer service in both outreach and on site settings. Orchestrate and assure timely and accurate patient registrations, specimen collection, order entry and result reports. Maintain operational compliance with all regulatory agencies.
Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.
1. Regular, consistent, on-site, and timely attendance.
2. LEADERSHIP. Provides guidance and direction in support of laboratory and hospital goals as evidenced by:
a. Serves as a Laboratory role model and mentor in the section, department and across the health system, exhibiting characteristics of professionalism, commitment, communication skills, etc.
b. Balances the fiscal constraints with technical requirements of laboratory section to maximize efficiencies, while maintaining the highest quality service
c. Consistently and appropriately ensures staff compliance with departmental and hospital policies and procedures; takes corrective action as needed.
d. Champions the Excela Health communication plan; maintains clear communication and open exchange of ideas and information at all levels of the organization
e. Establishes section performance standards and procedures in compliance with NCCLS guidelines
f. Champions the full integration of section operations across the health system. Ensures standardization of laboratory practices and care across facilities.
g. Maintains section's quality management system including quality control and assurance of testing, staff competency and assessment and recognition of process improvement initiatives.
h. Ensures equivalent standard of care in section supervised at each Excela Health site
3. STAFF DEVELOPMENT/PERFORMANCE MANAGEMENT. Develops and utilizes various mechanisms and opportunities to enhance staff knowledge and skills as evidenced by:
a. Competent in all section relevant technical tasks, assists staff with direct (technical) support and oversees performance capabilities with established procedures and standards
b. Develops effective competency assessments and assures staff completion in a timely independent manner, regularly adjusts competencies to promote staff development
c. Promotes workforce that takes ownership of technical operations and cost management issues
d. Designs and implements technical training modules using clear objectives to provide education, skill based staff development and competency assessment.
e. Establishes productivity goals for staff, monitors and addresses variances
f. Conducts objective and effective evaluations of employee performance; completes performance appraisals by established review date.
g. Oversees the prioritization and organization of testing/tasks to ensure completion with minimal disruption to workflow and TAT.
h. Serves as a resource person for LIS relative to section, promotes appropriate utilization and maximization of system functionality.
4. PROBLEM SOLVING. Incorporates critical thinking, learned theory and analytical skills to resolve complex situations and problems, as evidenced by:
a. Demonstrates consistent ability to assess a situation, consider alternatives, choose appropriate course of action and communicate to all necessary personnel
b. Monitors laboratory results to assess the possibility of inconsistency and shifts in performance through correlation and observation; takes appropriate corrective action
c. Provides professional/technical advice and direction to section personnel for complex testing problems; assumes responsibility for resolution
d. Oversees/monitors preventative and corrective maintenance; anticipates problem situations and takes preventative action to avoid delay of testing; ensures documentation is complete
e. Redirects testing/operations to alternate methods or sites when appropriate, responsible to find resolution to issues
f. Investigates and documents variances on event reports; develops and implements ideas for corrective/preventative action
g. Recognizes, interprets and validates unexpected results, errors or problems with testing; differentiates technical, instrument and/or physiological causes for unexpected test results; responsible to seek resolution
h. Recognizes and resolves complex issues, confers with manufacturer or support personnel, ensures appropriate reporting and documentation of service issues
5. TECHNICAL EXPERTISE. Maintains technical and theoretical skills at a level of expertise to serve as a mentor and resource to staff. Understands and applies knowledge of theory and principles related to practice of Laboratory medicine, including the performance, evaluation, reporting and clinical correlation of laboratory results as evidenced by:
a. Functions as a technical resource for staff, maintaining complete understanding of, and competency in, all methods and procedures in section
b. Maintains current technical and theoretical expertise in supervised laboratory section, motivated to continually update education and skills
c. Compiles and collates statistical information, such as linearity, reference and reportable range criteria
d. Correlates patient data to disease state in order to assess the possibility of inconsistent results/sources of error; takes corrective action to resolve before reporting, oversees staff in such initiative
e. Utilizes computer systems and functions (e.g. HIS, LIS, Microsoft Word, Excel and Outlook) to effectively and efficiently perform duties
f. Evaluates QC data for detection of system or performance errors; performs and documents appropriate corrective action
g. Participates in hospital committees as requested by management, utilizes knowledge of laboratory medicine and laboratory operations
6. OPERATIONS MANAGEMENT. Participates in all areas of section. Responsible for cost effective section operations ensuring efficient and accurate processing and performance; establishes and communicates clear work objectives and standards to prioritize and focus staff as evidenced by:
a. Coordinates and organizes work processes to minimize TAT, maintains operational preparedness to consistently respond to priority requests, adjusts workstations and sectional staff assignments to ensure efficient workflow
b. Maintains neat, clean and well organized section; assures supplies are unpacked and stored appropriately
c. Develops, composes and communicates standardized work processes through clear and concise sectional procedures
d. Oversees, completes and reports sectional proficiency testing, with a goal of 95% or greater successful surveys for all measured analyses
e. Participates in specimen procurement and processing, appropriately redirects staff to ensure equitable involvement in these activities
f. Recognizes and resolves specimen tracking and integrity issues, mentors staff in their compliance to tracking requirements, ensuring appropriate action taken
g. Manages appropriate inventory control to ensure uninterrupted services, limiting unnecessary express order charges; monitors utilization for cost containment
h. Ensures the continuous operations of section and provides timely support to staff
7. INTERACTS with other health care providers to gather and exchange information to expedite quality section services as evidenced by:
a. Interfaces effectively with healthcare providers and customers; consistently shows a willingness to resolve issues and ensure quality of services
b. Works constructively with management to resolve issues while maintaining confidentiality and support of decisions or actions
c. Serves as a role model in customer service; anticipates, identifies and responds quickly and effectively to customer needs, concerns and requests for service
d. Researches and evaluates issues, arranges and effectively communicates information to necessary staff to assure positive outcomes
e. Establishes and promotes productive and articulate communication between and among staff, peers, colleagues, administration and the community (as required), using active listening skills, appropriate non-verbal, oral and written communications
f. Informs all appropriate individuals of impending changes or disruptions of service to allow adequate preparation or alterations of normal operations
g. Exhibits positive interpersonal skills (i.e. professionalism, integrity, respects viewpoints of others, accepts and supports change)
h. Conducts laboratory section technical staff meetings as needed, and assures timely, accurate and complete communication to all staff across Excela Health
8. FISCAL MANAGEMENT. Utilizes and controls time, material and personnel resources in an effective and efficient manner as evidenced by:
a. Identifies and researches ideas/suggestions for process improvements within section to increase efficiency and cost containment while maintaining quality of laboratory services
b. Participates constructively in the development of operating, personnel and capital budgets
c. Reviews with management opportunities for increased efficiency and productivity based on lean principles; develops and implements as appropriate
d. Operates section expenses and staffing overtime within budget guidelines while maintaining quality
e. Presents ideas for revenue enhancement; develops and implements after approval from management
f. Manages materials in such a way as to minimize excess shipping and handling charges
9. COMPLIANCE. Develop, recommend and maintain section operational policies and procedures to ensure compliance with regulatory agencies (e.g. CLIA'88, CAP, JCAHO, OSHA, DOH, etc.) as related, but not limited to:
a. Quality Control; ensure section QC is established, communicated and performed; monitors compliance within section and among technical staff in accordance with policy and accreditation standards
b. Quality Management. Assures that all remedial actions are taken whenever systems deviate from established performance standards.
c. Maintains a level of expertise in theoretical and technical knowledge of compliance and regulations to serve as a resource in the section.
d. Ensures rotation of proficiency testing among staff, and timely accurate results reporting to certifying agencies.
e. Ensures standards of operation to meet compliance to all regulatory agencies.
f. Billing: supports management in development and appropriate application of CPT codes in ChargeMaster, and assignment in testing to comply with OIG
g. Assures staff compliance with all Excela Health and regulatory agency safety protocols.
h. Remains current in all laboratory regulatory standards and implements revisions to ensure ongoing inspection readiness.
i. Maintains knowledge level concerning compliance issues to aid the LIS systems analyst with database changes for supervised section
10. SECTION DEVELOPMENT. Assists management in the development of section goals and objectives for enhancement of service, fosters open communication of information as evidenced by:
a. researches and investigates new tests/techniques, makes recommendations in consideration of effect on work process and cost/value
b. evaluates, develops and maintains, under management direction, testing methodologies/instrumentation to maintain state-of-the-art performance and testing capability
c. composes procedures, correlation studies, QC reports, maintenance logs and procedure manuals to establish clear concise standards of section performance, clearly communicates to staff, monitors and identifies areas for improvement
d. recognizes opportunities for increased utilization of computerization and any required modifications of computer database relative to section specific portion of LIS, assures timely implementation
e. recognizes and implements process improvement changes that increase quality and efficiency; supports similar initiatives among staff
f. works toward standardization of testing and work processes across the health system
g. recognizes opportunities for, develops and implements section specific lean processes
11. DEMONSTRATES ACCOUNTABILITY for Laboratory section operations across Excela Health, in a supervisory role, as evidenced by:
a. participates actively in departmental activities, conducting meetings, in-services and continuing education; participates in laboratory leadership meetings
b. identifies areas in Laboratory department operations that may provide opportunities for standardization, operational efficiency, enhanced services, quality improvement and/or cost savings
c. oversees and enforces participation of staff in fundamental functions of laboratory services (phlebotomy, meeting attendance); proceeds with corrective action if needed
d. assists in the coordination of educational conferences, laboratory meetings and quality management activities
e. collaborates with other supervisors for the efficient delivery of services, realigns workforce in conjunction with other supervisory staff to accommodate workload during call offs or downtime situations; inspires and encourages team dynamics
f. Participates in external laboratory committees and health system functions in the community, representing the Laboratory (i.e., multiphasics, health fairs, etc.)
“Ability to perform the Essential Functions listed on the Physical Conditions and ability to peform the Essential Functions on the Working Condition chart (see attached chart).”
1. Applies technical skills and knowledge to pre-analytic processes, including patient identification, phlebotomy, and specimen receiving, handling and processing through to the analytic stage.
a. designs and implements training modules to provide education to skill based staff
b. performs phlebotomy by various techniques from inpatients and out patients, following hospital/department policies and procedures to assure proper patient identification, collection and handling of specimens
c. ensures responses to phlebotomy requests are within acceptable time frame based on appropriate prioritization
d. maintains acceptable contamination rate for blood cultures
e. follows and enforces procedures for standard precautions both when performing phlebotomy and handling specimens
f. conforms to and monitors staff for adherence to patient safety standards and goals
g. assesses specimen appropriateness and resolves issues involving suboptimal specimens
h. assists in the development of policies/procedures for phlebotomy and other pre-analytic processes
2. Maintains expertise in registration; monitors and mentors staff in the registration process
a. coordinates the communication of registration issues; stays current with changes to registration process and communicates updates to appropriate personnel
b. utilizes reports to track accuracy and completeness of registration process, develops and follows through with re-education action plans as needed
c. ensures the collection of accurate patient information
d. uses appropriate registration codes
e. ensures that registrations are complete and accurate with respect to patient demographics, insurance information and documentation
f. monitors and ensures adherence to insurance guidelines
g. verifies that documentation meets current standards and policies
h. investigates and problem solves registration questions and errors
3. Serves as a customer service role model; anticipates, identifies and responds quickly and effectively to customer needs, concerns and requests for service.
a. interfaces effectively with health care providers, customers and staff to represent the department and the health care system in obtaining or exchanging information
b. interacts with clients, including nursing and personal care homes, to obtain required information
c. demonstrates positive professional communication in resolving difficult customer service situations
d. identifies and maximizes opportunities to build better working relationships with customers
e. processes and sees through to resolution issues related to SPR services and operations
f. assists in the organization and staffing of multiphasic testing
g. acts as a liaison between Excela Health phlebotomy services and the Directors of Nursing at various nursing home and personal care facilities
4. Establishes and promotes productive, articulate communication between and among staff and peers.
a. interacts professionally with management, staff and customers, with a goal of providing quality services
b. serves as a liaison between management and SPR staff; assures that staff has access to communication tools and uses them appropriately
c. serves as a resource for the communication of Specimen Procurement/Receiving issues and information
d. responsible for the communication of phlebotomy issues to nursing
e. informs manager of current and potential problem situations, demonstrates an ability to support recommendations/decisions
f. models appropriate communication techniques, e.g. answers phones quickly, courteously and in a professional manner
g. maintains good working relationships both within and outside the department
5. Organizes and coordinates the Specimen Procurement/Receiving area of the laboratory in order to maintain operational preparedness.
a. Within guidelines set by manager, establishes staffing patterns to ensure quality, effective coverage.
b. Adjusts work assignments as needed to provide coverage of all areas, ensures that schedule changes are communicated to all staff.
c. Establishes and implements work processes and standards through clear and concise policies.
d. Coordinates and organizes work processes to minimize errors and turnaround time, while maximizing efficiency.
e. Maintains appropriate inventory control, monitors utilization for cost containment.
f. Works independently, is accountable to complete assignments within specified time frames.
g. Utilizes available time to the advantage of the department.
h. Identifies, investigates and reviews with management opportunities for increased efficiency, productivity and cost containment.
6. Demonstrates a strong working knowledge of appropriate computer systems and a thorough understanding of their interactions
a. Demonstrates competency in both LIS and HIS functions-Misys, STAR, Care Manager, and Communication Director.
b. models and monitors in the SPR staff the attention to accuracy, completeness of data entry and transcription of information
c. monitors reports to track pre-analytic and post-analytic specimen/results reporting activity
d. utilizes the order entry system effectively, resolves error situations
e. Monitors "orders not processed" to track missing orders/specimens.
f. Exhibits troubleshooting skills as related to printer maintenance, error clearance.
7. Understands the importance of quality management and quality measures in the pre-analytic environment.
a. recognizes opportunities for process improvement that significantly increase quality and efficiency of services, then follows through to confer with management to d