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.
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)
Location St Joseph's Hospital
Hours per 2 weeks 80
Department Lab - Office