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.
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.
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.
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:
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.
Sonic Healthcare USA is a division of Sonic Healthcare Limited, one of the largest diagnostic laboratory medicine companies in the world. We aspire to help people live better, healthier lives. We focus on delivering the highest quality laboratory information through our unique Medical Leadership model and federated structure, through regional diagnostic laboratories operating across the United States.
Since its establishment in 2007, Sonic Healthcare USA has grown to become the third largest laboratory medicine company in the United States, with operations across the country. From our boardroom to our individual practices, we are guided by the leadership of our medical specialists, senior scientists experienced managers, all of whom understand the unique demands and privileges of working to improve the health of our patients.