<p>Job Summary</p> <p>Accountable to serve as a laboratory support services role model and supervise the activities and training of employees in the laboratory's specimen procurement, receiving, registration and processing area. Focus on quality customer service in both outreach and on-site settings. Orchestrate and assure timely and accurate patient registrations, specimen collection, order entry and result reports. Maintain operational compliance with all regulatory agencies.</p> <p>Essential Job Functions</p> <ul> <li>Articulate compelling program direction and translate direction into goals. </li><li>Model and exemplify the Leadership Pledge in a consistent and proactive manner. </li><li>Lead change in a complex healthcare environment. </li><li>Align department with strategy map and continually work to implement drivers in support of Independence Health System's mission and vision. </li><li>Act promptly to resolve problems and initiate better ways of doing things by acting as a catalyst for change. </li><li>Implement at least one process improvement initiative for department on an annual basis. </li><li>Investigate root case analysis of recurring problems and take appropriate action. </li><li>Tie contributions to bigger goals while influencing and persuading others by building commitment among diverse groups. </li><li>Demonstrate ability to eliminate silos by modeling actions and setting example and influence others to think and act as a unified health system. </li><li>Challenge oneself to a higher level of performance by taking responsibility for professional growth and development. </li><li>Promote Independence Health System through participation in one community outreach or educational event per year. </li><li>Hold self and others accountable and take responsibility for outcomes. </li><li>Establish and maintain a safe working environment and assure staff complies with safety, environmental, and infection control guidelines. </li><li>Equitably apply policies and procedures by issuing corrective action in a fair and consistent manner. </li><li>Demonstrate expectation of confidentiality by continually encouraging staff to keep private information confidential and share information on a need to know basis. </li><li>Assess customer's needs, exceed customer expectations, and consider customers in decision making to improve customer satisfaction. </li><li>Perform in accordance with Independence Health System's behavioral standards in support of the mission, vision, and values. </li><li>Actively and positively promote the Respect and Recognition initiatives by supporting staff participation in committee membership, activities, and projects. </li><li>Analyze issues before acting, generate creative ideas, detect patterns and connections, and break down complex problems. </li><li>Practice participatory leadership by involving staff in decision-making and problem solving. </li><li>Act on most urgent tasks, leverage available resources, review own workload, implement workable systems, and provide clear direction. </li><li>Provide constructive feedback to help others improve performance and articulate areas of deficiency. </li><li>Provide opportunities for staff to actively provide input into decision-making process. </li><li>Update stakeholders on project progress. </li><li>Facilitate open communication, diffuse sources of conflict, demonstrate respect for others, and diplomatically negotiate solutions. </li><li>Facilitate teamwork through coaching and mentoring staff. </li></ul> <p>Specialty Job Functions</p> <ul> <li> <p>Applies technical skills and knowledge to pre-analytic processes, including patient identification, phlebotomy, and specimen receiving, handling and processing through to the analytic stage.</p> </li><li> <p>designs and implements training modules to provide education to skill-based staff</p> </li><li> <p>performs phlebotomy by various techniques from inpatients and out patients, following hospital/department policies and procedures to assure proper patient identification, collection and handling of specimens</p> </li><li> <p>ensures responses to phlebotomy requests are within acceptable time frame based on appropriate prioritization</p> </li><li> <p>maintains acceptable contamination rate for blood cultures</p> </li><li> <p>follows and enforces procedures for standard precautions both when performing phlebotomy and handling specimens</p> </li><li> <p>conforms to and monitors staff for adherence to patient safety standards and goals</p> </li><li> <p>assesses specimen appropriateness and resolves issues involving suboptimal specimens</p> </li><li> <p>assists in the development of policies/procedures for phlebotomy and other pre-analytic processes</p> </li><li> <p>Maintains expertise in registration; monitors and mentors' staff in the registration process</p> </li><li> <p>coordinates the communication of registration issues; stays current with changes to registration process and communicates updates to appropriate personnel</p> </li><li> <p>utilizes reports to track accuracy and completeness of registration process, develops and follows through with re-education action plans as needed</p> </li><li> <p>ensures the collection of accurate patient information</p> </li><li> <p>uses appropriate registration codes</p> </li><li> <p>ensures that registrations are complete and accurate with respect to patient demographics, insurance information and documentation</p> </li><li> <p>monitors and ensures adherence to insurance guidelines</p> </li><li> <p>verifies that documentation meets current standards and policies</p> </li><li> <p>investigates and problem solves registration questions and errors</p> </li><li> <p>Serves as a customer service role model; anticipates, identifies and responds quickly and effectively to customer needs, concerns and requests for service.</p> </li><li> <p>interfaces effectively with health care providers, customers and staff to represent the department and the health care system in obtaining or exchanging information</p> </li><li> <p>interacts with clients, including nursing and personal care homes, to obtain required information</p> </li><li> <p>demonstrates positive professional communication in resolving difficult customer service situations</p> </li><li> <p>identifies and maximizes opportunities to build better working relationships with customers</p> </li><li> <p>processes and sees through to resolution issues related to SPR services and operations</p> </li><li> <p>assists in the organization and staffing of multiphasic testing</p> </li><li> <p>acts as a liaison between Independence Health System phlebotomy services and the Directors of Nursing at various nursing home and personal care facilities</p> </li><li> <p>Establishes and promotes productive, articulate communication between and among staff and peers.</p> </li><li> <p>interacts professionally with management, staff and customers, with a goal of providing quality services</p> </li><li> <p>serves as a liaison between management and SPR staff; assures that staff has access to communication tools and uses them appropriately</p> </li><li> <p>serves as a resource for the communication of Specimen Procurement/Receiving issues and information</p> </li><li> <p>responsible for the communication of phlebotomy issues to nursing</p> </li><li> <p>informs manager of current and potential problem situations, demonstrates an ability to support recommendations/decisions</p> </li><li> <p>model's appropriate communication techniques, e.g. answers phones quickly, courteously and in a professional manner</p> </li><li> <p>maintains good working relationships both within and outside the department</p> </li><li> <p>Organizes and coordinates the Specimen Procurement/Receiving area of the laboratory in order to maintain operational preparedness.</p> </li><li> <p>Within guidelines set by manager, establishes staffing patterns to ensure quality, effective coverage.</p> </li><li> <p>Adjusts work assignments as needed to provide coverage of all areas, ensures that schedule changes are communicated to all staff.</p> </li><li> <p>Establishes and implements work processes and standards through clear and concise policies.</p> </li><li> <p>Coordinates and organizes work processes to minimize errors and turnaround time, while maximizing efficiency.</p> </li><li> <p>Maintains appropriate inventory control, monitors utilization for cost containment.</p> </li><li> <p>Works independently, is accountable to complete assignments within specified time frames.</p> </li><li> <p>Utilizes available time to the advantage of the department.</p> </li><li> <p>Identifies, investigates and reviews with management opportunities for increased efficiency, productivity and cost containment.</p> </li><li> <p>Demonstrates a strong working knowledge of appropriate computer systems and a thorough understanding of their interactions</p> </li><li> <p>Demonstrates competency in both LIS and HIS functions-Misys, STAR, Care Manager, and Communication Director.</p> </li><li> <p>models and monitors in the SPR staff the attention to accuracy, completeness of data entry and transcription of information</p> </li><li> <p>monitors reports to track pre-analytic and post-analytic specimen/results reporting activity</p> </li><li> <p>utilizes the order entry system effectively, resolves error situations</p> </li><li> <p>Monitors "orders not processed" to track missing orders/specimens.</p> </li><li> <p>Exhibits troubleshooting skills as related to printer maintenance, error clearance.</p> </li><li> <p>Understands the importance of quality management and quality measures in the pre-analytic environment.</p> </li><li> <p>recognizes opportunities for process improvement that significantly increase quality and efficiency of services, then follows through to confer with management to develop, implement and support any initiatives</p> </li><li> <p>assists manager in coordination of educational activities and quality assessment initiatives</p> </li><li> <p>compiles required reports in a clear and concise format</p> </li><li> <p>assures that remedial actions are taken whenever systems deviate from established performance standards</p> </li><li> <p>Lead staff, through employee engagement, by assisting manager and other supervisors</p> </li><li> <p>lead daily meetings in absence of manager</p> </li><li> <p>Participate in team projects throughout the laboratory (i.e. quality, 5S, etc.)</p> </li><li> <p>participate in projects throughout the health system</p> </li><li> <p>Evaluate and implement processes across the health system, working with other Support Services supervisors and laboratory managers to standardize processes</p> </li><li> <p>Utilizing input from staff, develop processes that can be used system wide.</p> </li><li> <p>communicate to other campuses, changes that are developed and made at each site</p> </li><li> <p>Other related duties as assigned.</p> </li></ul> <p>Competency and Experience [Knowledge, Skills and Abilities]</p> <p>Required Qualifications</p> <ul> <li>Associate degree in related field and two (2) years of relevant staff level experience </li><li>OR five (5) years of relevant staff level experience AND a National Certification. </li><li>Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice. </li><li>Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience. </li><li>Hospital information systems experience in registration. </li><li>Medical Terminology. </li><li>Healthcare Billing Experience. </li><li>Knowledge of Payor/Insurance Benefits. </li><li>Keyboard proficient & computer skills. </li></ul> <p>Preferred Qualifications</p> <ul> <li>Two (2) to Four (4) years supervisory/management experience in Laboratory setting. </li><li>Certification in Phlebotomy from American Society of Clinical Pathologists. </li></ul> <p>License, Certification & Clearances</p> <ul> <li>Valid Pennsylvania Driver's License (if out of state hire current Department of Motor Vehicle record report required and obtain PA Current Driver License within 30 days of hire). </li><li>Act 33 with renewal. </li><li>Act 34 with renewal. </li><li>Act 73 FBI Clearance. </li></ul> <p>Supervisory Responsibilities</p> <ul> <li>This position has direct supervisory responsibilities and serves as a coach and mentor for other positions in the department. </li><li>Supervisory responsibilities may include hiring, coaching, skills development, recognition and rewards, staff productivity and performance management. </li></ul> <p>Position Type/Expected Hours of Work</p> <ul> <li>Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.). </li><li>Travel may be expected locally between Independence Health System locations. </li></ul> <p>Equal Employment Opportunity</p> <p>Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.</p> <p>Disclaimer</p> <p>This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.</p> <p>Work Environment</p> <p>Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines</p> <p>When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.</p> <p>Essential - Absolute Necessity.</p> <p>Marginal - Minimal Necessity.</p> <p>Constantly - 5.5 to 8 hours or more or 200 reps/shift.</p> <p>Frequently - 2.5 to 5.5 hours or more or 32-200 reps/shift.</p> <p>Occasionally - 0.25 to 2.5 hours or 2-32 reps/shift.</p> <p>Rarely - Less than 0.25 hours or less than 2 reps/shift.</p> <p>Physical Condition</p> <p>Essential</p> <p>Marginal</p> <p>Constantly</p> <p>Frequently</p> <p>Occasionally</p> <p>Rarely</p> <p>Never</p> <p>Extreme Heat</p> <p>X</p> <p>Extreme Cold</p> <p>X</p> <p>Heights</p> <p>X</p> <p>Confined Spaces</p> <p>X</p> <p>Extreme Noise(>85dB)</p> <p>X</p> <p>Mechanical Hazards</p> <p>X</p> <p>Use of Vibrating Tools</p> <p>X</p> <p>Operates Vehicle (company)</p> <p>X</p> <p>X</p> <p>Operates Heavy Equipment</p> <p>X</p> <p>Use of Lifting/Transfer Devices</p> <p>X</p> <p>Rotates All Shifts</p> <p>X</p> <p>X</p> <p>8 Hours Shifts</p> <p>X</p> <p>X</p> <p>10-12 Hours Shifts</p> <p>X</p> <p>X</p> <p>On-Call</p> <p>X</p> <p>Overtime(+8/hrs/shift; 40/hr/wk)</p> <p>X</p> <p>X</p> <p>Travel Between Sites</p> <p>X</p> <p>X</p> <p>Direct Patient Care</p> <p>X</p> <p>X</p> <p>Respirator Protective Equipment</p> <p>X</p> <p>X</p> <p>Eye Protection</p> <p>X</p> <p>X</p> <p>Head Protection (hard hat)</p> <p>X</p> <p>Hearing Protection</p> <p>X</p> <p>Hand Protection</p> <p>X</p> <p>X</p> <p>Feet, Toe Protection</p> <p>X</p> <p>Body Protection</p> <p>X</p> <p>X</p> <p>Latex Exposure</p> <p>X</p> <p>X</p> <p>Solvent Exposure</p> <p>X</p> <p>Paint (direct use) Exposure</p> <p>X</p> <p>Dust (sanding) Exposure</p> <p>X</p> <p>Ethylene Oxide Exposure</p> <p>X</p> <p>Cytotoxic (Chemo) Exposure</p> <p>X</p> <p>Blood/Body Fluid Exposure</p> <p>X</p> <p>X</p> <p>Chemicals (direct use) Exposure</p> <p>X</p> <p>Mist Exposure</p> <p>X</p> <p>Wax Stripper (direct use)</p> <p>X</p> <p>Non-Ionizing Radiation Exposure</p> <p>X</p> <p>Ionizing Radiation Exposure</p> <p>X</p> <p>Laser Exposure</p> <p>X</p> <p>Physical Demands</p> <p>When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.</p> <p>Essential - Absolute Necessity.</p> <p>Marginal - Minimal Necessity.</p> <p>Constantly - 5.5 to 8 hours or more or 200 reps/shift.</p> <p>Frequently - 2.5 to 5.5 hours or more or 32-200 reps/shift.</p> <p>Occasionally - 0.25 to 2.5 hours or 2-32 reps/shift.</p> <p>Rarely - Less than 0.25 hours or less than 2 reps/shift.</p> <p>Physical Condition</p> <p>Essential</p> <p>Marginal</p> <p>Constantly</p> <p>Frequently</p> <p>Occasionally</p> <p>Rarely</p> <p>Never</p> <p>Bending (Stooping)</p> <p>X</p> <p>X</p> <p>Sitting</p> <p>X</p> <p>X</p> <p>Walking</p> <p>X</p> <p>X</p> <p>Climbing Stairs</p> <p>X</p> <p>X</p> <p>Climbing Ladders</p> <p>X</p> <p>Standing</p> <p>X</p> <p>X</p> <p>Kneeling</p> <p>X</p> <p>Squatting (Crouching)</p> <p>X</p> <p>X</p> <p>Twisting/Turning</p> <p>X</p> <p>X</p> <p>Keyboard/Computer Operation</p> <p>X</p> <p>X</p> <p>Gross Grasp</p> <p>X</p> <p>X</p> <p>Fine Finger Manipulation</p> <p>X</p> <p>X</p> <p>Hand/Arm Coordination</p> <p>X</p> <p>X</p> <p>Pushing/Pulling(lbs. of force)</p> <p>X</p> <p>10#</p> <p>Carry</p> <p>X</p> <p>5#</p> <p>Transfer/Push/Pull Patients</p> <p>X</p> <p>Seeing Near w/Acuity</p> <p>X</p> <p>X</p> <p>Feeling (Sensation)</p> <p>X</p> <p>X</p> <p>Color Vision</p> <p>X</p> <p>X</p> <p>Hearing Clearly</p> <p>X</p> <p>X</p> <p>Pulling/Pushing Objects Overhead</p> <p>X</p> <p>Reaching Above Shoulder Level</p> <p>X</p> <p>X</p> <p>Reaching Forward</p> <p>X</p> <p>X</p> <p>Lifting Floor to Knuckle</p> <p>X</p> <p>10#</p> <p>Lifting Seat Pan to Knuckle</p> <p>X</p> <p>Lifting Knuckle to Shoulder</p> <p>X</p> <p>10#</p> <p>Lifting Shoulder to Overhead</p> <p>X</p> <p>When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.</p>