Customer Service and Process Supervisor - Full-time

Under general supervision, the Customer Service and Processing Supervisor assists in the operational responsibilities of the Client Service/Accessioning/Processing department including development of new clients and Outreach Programs, provides test selection interpretation, communication of test information and monitors the Accessioning /processing area. This person is responsible for the pre-analytic processes.

Education:
Bachelor’s degree or equivalent in a related field
 

Experience:
4 years progressively more responsible related work experience
 

Skills:
• Knowledge of chemistry, biology, mathematics and physics and the clinical medical sciences
• Knowledge of a variety of hospital computer systems and software applications
• Skill in written communication, data analysis and interpretation and customer service
• Ability to learn and use advanced Lab Information System applications
• Skill to perform investigative and analytical techniques
• Skill to coordinate, direct and assign work to subordinates

Principal Duties and Responsibilities:
• Supervises the Customer Service and Processing Team activities
• Provides technical assistance, training and education in support of the Customer Service Representatives and the Clinical Lab Assistants.
• Assists in the development of job descriptions and standards of performance
• Evaluate and provide on-going feedback on performance of team members
• Assists in the hiring process for new team members
• Develops formal procedures and policies and assists in the implementation.
• Monitors annual completion of Corporate and departmental competencies
• Resolves problems by using a systematic approach through analysis of problem and evaluation of alternative solutions. Follows through with appropriate documentation.
• Initiates investigations, audits and analyzes data, develops resolutions where possible, gains support for resolution, and completes appropriate documentation
• Provides first line troubleshooting to internal and external customers as required for basic LIS applications, e.g., query, results reporting, order entry, reference lab interface, printer queues, etc. Troubleshoots hardware/equipment problems, e.g. printers, fax machine
• Conducts chart reviews, reviews customer satisfaction surveys for quality improvement and coordinates the courier service
• Coordinates special protocols as requested
• Participates in the new test implementation, current test and workflow
• Researches new tests requests for Clients
• Participates in the Laboratory’s Continuing Education program and meets requirements as described in the Laboratory Continuing Education Policy. Shares knowledge gained from the seminars, workshops, etc. through formal and informal presentations.

All roles must demonstrate GBMC Values: 

Respect 

I will treat everyone with courtesy. I will foster a healing environment. 

• Treats others with fairness, kindness, and respect for personal dignity and privacy. 

• Listens and responds appropriately to others’ needs, feelings, and capabilities. 

Excellence 

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others. 

• Meets and/or exceeds customer expectations. 

• Actively pursues learning and self-development. 

• Pays attention to detail; follows through. 

Accountability 

I will be professional in the way I act, look and speak. I will take ownership to solve problems. 

• Sets a positive, professional example for others. 

• Takes ownership of problems and does what is needed to solve them. 

• Appropriately plans and utilizes required resources for various job duties. 

• Reports to work regularly and on time. 

Teamwork 

I will be engaged and collaborative. I will keep people informed.