MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:
1. Staff Management: Directly manages the customer service department including all staff. Will also oversee POC, compliance, and regulatory.
1. Quality:
1. Design and implement Departmental Quality Improvement Monitors under the direct supervision of the Laboratory Director and participate in performance improvement activities.
2. Prepare monthly reports detailing the results of all Quality Improvement initiatives.
3. Monitor compliance of Quality Control documentation, corrective action and appropriate supervisory signatures in compliance with the College of American Pathologists recommendations and requirements.
4. Coordinates laboratory’s proficiency program and monitors result submission, result review and corrective action for all P.T. failures.
5. Assist the department managers in maintaining a personnel competency program that includes technologists and supervisory personnel as per directives of the Clinical Laboratory Director.
1. Occurrence/Incident Reporting – Collaborate with section managers to monitor, investigate & respond to all incident occurrence reports that are submitted in RL Datix.
1. Operations:
1. Responsible for contract maintenance for all departments.
2. Modify SOPs and edit documents with Director approval in order to improve laboratory workflow and processes.
3. Interact with IT to ensure proper functioning and troubleshooting of LIS issues.
4. May write procedures and/or prepare manuals as required.
1. Budget Preparation: In collaboration with the Administrative Director and department managers, prepares yearly labor and operating budgets and closely monitors expenses for any variances.
1. Customer Service/Patient Satisfaction: Acts as the gatekeeper of Press Ganey reports/feedback and offers recommendations in areas of opportunity through regular dialogue with site directors and managers.