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Fairview Health Services Manager, Customer Support Services - Lab in Saint Paul, Minnesota


In partnership with the System Director of Laboratory Business Services and other stakeholders, provide leadership and management for the day-to-day operations in Mobile Phlebotomy and Laboratory Customer Services. The individual will lead teams and support a culture of continuous improvement through idea generation. Ensure that customer expectations are met and challenges are resolved in a timely manner.

Foster an environment that includes consistent excellent patient experience, outcomes that meet or exceed quality standards and financial targets, a culture of employee engagement and ongoing organizational and regulatory compliance.

This is a full-time opportunity (1.0 FTE, 80 hrs/ pay period) for a visionary Lab Manager with strong leadership skills who understands change management to oversee a team of 45+ lab customer service reps and mobile phlebotomists at St. Joe's Hospital.

Responsibilities/Job Description

  • Responsible for timely and accurate analysis and decision-making initiatives that support laboratory business performance, operational and financial objectives

  • Develop, implement and communicate key metrics and improvement activities to monitor the performance of laboratory support operational teams

  • Partner with human resources and other teams on human capital initiatives that ensure recruitment of high quality candidates, foster staff engagement, encourage professional development and provide appropriate training and orientation

  • Create and maintain an environment for professionals to function efficiently with known accountabilities and exemplary performance standards

  • Communicate with Laboratory outside reference laboratory clients and customers to ensure all needs are met and provide service at the highest level

  • Maintain knowledge, ensures and facilitates compliance with all relevant laws, regulations, policies, procedures and standards

  • Perform presentations and various communications as needed to staff, laboratory leadership, as well as system leadership

  • Drive a culture of continuous improvement through idea generation to challenge current ways and establish new ways to support and deliver patient care

  • Recognizes and conducts themselves as a leader and establishes a balance of authority and alignment with staff

  • Provide continuous communication with other Laboratory operations teams as well as the Laboratory outside business (Outreach) team



  • Bachelor’s degree in Business, Medical Technology or chemical, physical, biological science

  • MT (ASCP) or equivalent. Registry/Licensure in a specialty area will be considered

  • Two years of clinical laboratory experience


  • Masters of Arts or Masters in Business Administration

  • Two years of management experience

  • Customer Service experience

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Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Joined by HealthEast in June 2017, Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota.

Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

EEO/AA Employer/Vet/DisabledAll qualified applicants will receive consideration without regard to any lawfully protected status.

Requisition ID 2019-35579

Profession Clinical/Direct Patient Care (non-nursing/allied Health)

Speciality Laboratory

Location St Joseph's Hospital

Shift day

Hours per 2 weeks 80

Department Lab - Office