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Job Summary:

Under the supervision of the Outreach Laboratory Operations Assistant Manager, supervises, organizes and delegates duties and responsibilities of personnel within the Outreach Laboratory Services Department. Performs front line supervision and coordination of all daily department and personnel activities. Performs all Kronos Time and Attendance functions for direct reports. Performs the training and orientation of all new hires and ongoing competency review of existing staff. Performs all responsibilities and functions of their direct reports (the Patient Outreach Services Specialists) when called upon to do so in their absence. Handles team member matters within the department. Performs Customer Service Recovery with Outreach patients and physicians.

Core Responsibilities and Essential Functions:

Supervision and Leadership * Perform Kronos (Time & Attendance) functions for all direct reports * Approves or Rejects PTO request, and process leave paperwork for all Outreach staff * Handles all direct report team member issues and performs employee coaching and counseling * Reviews and resolves all daily pending log reports; searches for and locates all missing specimens * Performs STAT specimen pick-ups at Pathology locations close to Kennestone and Cobb campus. * Monthly rounding on team members * Performs all job-related responsibilities and functions of their direct reports (the Patient Outreach Services Specialist) when staffing shortages requires them to do so. * Conduct quarterly staff meetings * Actively engage staff to meet yearly Great Place to Work goals Customer Service * Responsible for maintaining appropriate bulk internal supply inventory and timely distribution of supplies to Outreach staff and clients * Provides knowledgeable and extensive information to physicians and physicians staff regarding the most appropriate test selection to meet the medical needs of their patients * Actively develops, recommends, and implements solutions to team members, departmental and/or client problems * Perform Service Recovery to resolve all Outreach-related Customer Service issues * Responsible for notifying Outreach client and/or patient of necessary specimen recollection * Responsible for communicating with Quest and Lab Corp laboratories to resolve testing issues and retrieve patient reports for our clients * Provides expert Epic knowledge and acts as a resource to providers, office staff, and the Laboratory Information System team Quality and Performance Improvement * Perform site visits monthly with clients and department managers * Review quarterly and yearly safety check list maintaining CLIA and CAP, and National Patient Safety Goals * Assist the Compliance Department with privacy violations * Assumes an active role in continuous performance improvement using Six Sigma or LEAN methodologies * Completes annual competency checks on all team members * Facilitates culture focused on safety and quality of care * Keeps up to day on best practices and industry changes Employee Hiring and Training * Actively participates in the interview process and selection of new Outreach team members * Perform mid-year, and annual performance evaluations on direct reports * Coordinates and performs all training of all new hires and training of existing staff on new procedures * Prepares Action Plan and performs re-training of existing staff if the staff members job performance warrants * Works in conjunction with the Customer Relations staff to prepare and implement all new Outreach Client locations for operation * Responsible for distributing and documenting all staff educational in-services Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or GED equivalent Required

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

• Basic Life Support or BLS - Instructor

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 5 years Extensive (at least 5 years preferably) years of experience in areas of job related responsibilities Required and Minimum 5 years of Phlebotomy experience. Required and Less than 1 year supervisory/leadership experience Required

Required Minimum Skills:

Computer skills. Must have the ability to make sound supervisory decisions with regards to personnel issues, scheduling, and workload assignments to the staff. Must have good customer service and telephone skills. Must possess excellent written and verbal communication skills.

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