The Laboratory Supervisor works as an integrated team member within the overall department of laboratory medicine promoting training and high standards of service delivery. Supervises daily clerical organization, using of various logs, reports etc. to monitor the clerical process, specimen processing and clerical duties of the Medical Laboratory Assistants in outpatient drawing sites. Coordinates the data entry of all outpatient physician orders and venipunctures at Memorial Medical Center Outpatient drawing facilities (i.e. Baylis Lab, Admissions, Testing Lab, Simmons Lab and all Express Care locations). Corrects patient encounter by reversing charges, crediting, updating demographic and billing information to ensure encounters are correct. Reviews patient satisfaction surveys and develops action plans with staff to provide exceptional customer satisfaction and maintain desired goal. 

Education:

• Education equivalent to graduation from high school is required.

Licensure/Certification/Registry:

• ASCP or equivalent Phlebotomy Certification is preferred but not required.

Experience:

• Four or more years of experience in the clinical laboratory, physician office or customer service center required.
• One or more years in a supervisory or demonstrated leadership experience required.

Other Knowledge/Skills/Abilities:

• Ability to perform venipunctures from patients of all ages, including blood gases.
• Dedication to the standards of service delivery and technical knowledge attributable to clerical services and its relationship to the physician, patient and laboratory.
• Above average guest relation skills and oral and written communication skills.
• Exemplary customer service skills necessary to promote Great Patient Experience.
• Medical insurance and billing knowledge.
• Must demonstrate the ability to type and use a keypad.
• Required to participate in an on-call rotation with a 30 minute response time.
• Maintains a current and valid driver’s license with the ability to drive an automobile.

1. Assigns responsibilities and monitors workflow and productivity to ensure timely completion of all tasks in areas of responsibility.

2. Develops staff schedules to maintain effective operation in all areas of responsibility for all applicable business hours.

3. Functions at staff level by performing all related tasks (admitting, order entry, cancellations, etc.), ensuring all data processing, specimen handling, customer service and support activities are maintained at a level to provide optimal service to clinical departments. Obtains blood specimens from outpatients of all ages (including infants and blood gases), employees, etc. as requested by authorized personnel (i.e. Physicians, residents, employee health nurse) when needed.

4. Ensures that waived testing requirements are met – appropriate record keeping, proficiency testing, instrument maintenance, general QC/QA, specimen handling, safety and results reporting.

5. Develops technical knowledge of the admitting and laboratory computer systems to assure the ability to function at the technical level when necessary. (LMRP- Medical necessity/ABN’s).

6. Prepares monthly QA reports for Medical Director review. Reviews quality control and temperature logs.

7. Conducts the orientation, training and annual competencies of personnel in clinical and non-clinical positions.

8. Assists with developing protocols to assure good communication between clerical and phlebotomy staff.

9. Evaluates staffing in all areas of responsibility, conducts performance appraisals, interviews and selects candidates to fill vacant positions.

10. Evaluates personnel and apply departmental disciplinary standards as required to maintain effective operation of the department.

11. Contributes to effective customer relations by assisting patients, visitors, physicians to resolve expressed concerns and by demonstrating a welcoming and helpful attitude.

12. Monitors the specimen workflow ensuring that laboratory specimens are processed according to the physician order.

13. Contributes to lab operations by performing other related duties as may be required and/or assigned.

14. Works closely with the Phlebotomy Supervisor, Tech III’s and Manager, Lab Support to keep all staff updated to all procedural modifications.

15. Promotes teamwork as an organizational approach to making quality and productivity improvements in clerical and outpatient service areas of responsibility. Promote teamwork between outpatient, clerical and inpatient phlebotomy staff.

16. Maintains confidentiality of information regarding all patients as detailed in hospital policies.

17. Ensures that professional and personal activities conform to Memorial Medical Center’s mission, vision, and values.

18. Receives and handles complaints, reviews pertinent information, performs or assigns additional investigation as necessary to ensure resolution.

19. Monitors daily functions by the use of various computer programs, special reports and logs.

20. Maintains the lab order database (3OPO) .Clarifies orders with doctor offices, updates entries and removes orders from 3OPO after verification in Millennium.

21. Maintains the Express Care (all site) procedure manuals.

22. Assists clients and physicians with specimen requirements and collection procedures for testing ordered.

23. Schedules special testing of Cortisol Stimulation tests, Lactose Tolerance Tests, Therapeutic Phlebotomy and any other testing that needs to be scheduled.

24. Credits, reverses charges, cancels and makes changes to client and patient encounters.

25. Monitors the checking of all laboratory physician orders for accuracy of order and patient demographics. Makes corrections when necessary.

26. Identifies internal and external customer’s concerns and issues regarding collection information and provide a complete and accurate solution within established timeframes and guidelines.

27. Provides staff updates regarding changes in billing and processing for client drug screens & special collections.

28. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.