System Manager, Lab Customer Service

Responsible for all daily operations and services of customer service including equipment, policies/procedures, quality, safety, personnel, and financial activities in accordance with all regulatory/accrediting agencies' requirements, and corporate/laboratory standards of operations. Reports to the VP, Laboratory services. AREAS OF RESPONSIBILITY: Customer Service Imaging/Store Room

• Operations: Plans, organizes, maintains and controls all operational aspects of his/her assigned department including operations of equipment and process workflows; evaluation and implementation new technology and service alternatives. Maintains Outreach client retention through timely and accurate services and resolution of complains and concerns. Maintains consistent communication with the VP, Lab services. Financial: Establishes department operating budget; maintains operational budgets within budget plan. Quality: In compliance with various regulatory and accrediting agencies, maintains quality control review and records of all equipment; creates, monitors and reports on quality assurance metrics; reports and follows through on RL Solutions; continually strives for quality improvements within the department. Supervision of laboratory personnel: Interviews and selects new staff; responsible for orientation, training, continued competency of all staff; staffing schedule, performance evaluations; provides resources and environment for development and continuing education. Holds staff meetings; maintains open communication with direct reports. Identifies and reports recommendations for staffing needs with the development of departmental objectives including costs/benefits, resources, and potential changes in responsibilities and/or staff re-scheduling; implements latter as approved; recommends salary adjustments of direct subordinates. Policies and procedures: Formulation, implementation and maintenance of operational and technical methodology policies and procedures to meet quality standards for patient and clinical services, to satisfy all related corporate and laboratory regulatory and accrediting agencies requirements, and to meet patient and employee safety standards. Management resource of the area: Able to perform, discuss and consult on his/her operational procedures and activities; prepares/presents proposals, summary reports for upper management as requested. Attends committee meetings as required/requested. Maintains/ participates in continuing education. • Customer Service: Responsible for handling new client set-up, resolution of incoming client phone call questions, and complaints/concerns; delivery of test results by phone, fax and/or mail. Manages the human resources of the department to ensure the quality of work and achievement of department goals. Councils and disciplines staff to ensure quality of work and adherence to Hospital Policies and Procedures in compliance with all Federal and State regulations and contractual agreements. Assists on special projects as assigned by upper management. Also assists on bench when needed. Qualifications Required Bachelor's Degree Couriers: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree. Required Bachelor's Degree Customer Service, Imaging/Storeroom: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree. Required Bachelor's Degree Phlebotomy: Bachelor of Science. Required Bachelor's Degree Processing: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree. Required Bachelor's Degree AP/CP Office: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree. 3 years of relevant customer Service: 3 – 5 years’ management/supervisory experience. Required 1 year of relevant processing, Phlebotomy: 1
• 3 years’ management/supervisory experience; 1
• 3 years specimen processing/collection experience. Required CRT-At least one License and/or Certification in area of specialty - preferred LIC-Chauffeur License - STATE_MI State of Michigan Couriers Upon Hire required CRT-EPIC Clinical Informatics - UNKNOWN Unknown Processing (Outreach only) Upon Hire required CRT-Medical Laboratory Scientist - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred CRT-Medical Technologist, Certified (MT) - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred Physical Demands Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs Waist to Waist > 5 lbs: Seldom up to 10 lbs Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs Waist to Overhead > 5 lbs: Seldom up to 10 lbs Bilateral Carry > 5 lbs: Seldom up to 10 lbs Unilateral Carry > 5 lbs: Seldom up to 10 lbs Pushing Force > 5 lbs: Seldom up to 10 lbs Pulling Force > 5 lbs: Seldom up to 10 lbs Sitting: Frequently Standing: Occasionally Walking: Occasionally Forward Bend - Standing: Seldom Forward Bend - Sitting: Occasionally Trunk Rotation - Standing: Seldom Trunk Rotation - Sitting: Occasionally Reach - Above Shoulder: Seldom Reach - at Shoulder or Below: Seldom Handling: Occasionally Forceful Grip > 5 lbs: Seldom Forceful Pinch > 2 lbs: Seldom Finger/Hand Dexterity: Frequently Visual Acuity ¹[None = No; Seldom = Yes]: Seldom How Corewell Health cares for you Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here . On-demand pay program powered by Payactiv Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! Optional identity theft protection, home and auto insurance Traditional and Roth retirement options with service contribution and match savings Eligibility for benefits is determined by employment type and status Primary Location SITE - Royal Oak Hospital - 3601 W 13 Mile Rd - Royal Oak Department Name Reference Lab CHE - Parent Entity East Employment Type Full time Shift Day Weekly Scheduled Hours 40 Hours of Work 9 a.m. to 5 p.m. Days Worked Monday to Friday Weekend Frequency N/A CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non
• Corewell Health team members only. Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team. You may request assistance in completing the application process by calling 616.486.7447.