Outreach Manager ( Community Health Center Labs)

POSITION SUMMARY:

Under the direct supervision of the CHC Manager, the Outreach Manager performs a wide variety of operational, technical, and administrative duties. Works with administrators, medical directors, managers, supervisors, and staff to review existing laboratory operations across the assigned Community Health Centers. Explores and evaluates improvement of operations or service models to maximize operating efficiencies. Identifies and troubleshoots laboratory operations issues as assigned. Supports and ensures coordination of general laboratory operations, information technology systems, quality improvement projects, and fiscal improvement projects within organization objectives.

Position: Outreach Manager       

Department: Codman Square Laboratory

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

HUMAN RESOURCES:

1.           Assists Laboratory Operations Director and managers with personnel and human resource issues. Ensures adherence to job descriptions, policies and procedures, and performance standards.

1.1         Plans, coordinates and administers policies.

1.2         Initiates and recommends policies and procedures necessary to achieve objectives of the hospital and ensure maximum utilization and stability of personnel.

1.3         Investigates causes of disputes and grievances and initiates corrective actions with technical supervisor managers if necessary.  Assists with grievance process when requested.

1.4         Informs employees of hospital and department activities through routine staff meetings, bulletin boards, and other media available.

1.5         Analyzes services and initiates optimum staffing patterns according to the needs of operations and evaluates staffing options to include current full-and part-time staff, as well as per diem staff.

1.6         Works closely with Human Resources and the Operations and Administrative Director for Laboratory Medicine to select the highest quality candidates.

1.7         Assists with payroll monitoring as needed; monitors employee turnover, overtime, and absenteeism and reports variances to the Operations Director.

CUSTOMER SERVICE:

2.           Responsible for implementing, training and providing coverage and proper solutions to any customer service issues regarding access to services and laboratory results.

2.1         Maintains relationships with staff including Laboratory Medicine Medical Directors, department staff, CHC staff, hospital employees, requesting physicians and all customers to insure quality customer relations are maintained.

2.2         Understands and works to improve the dynamics of customer support in conjunction with the goals and mission of BMC.

2.3         Maintains close relationship with the Community Health Centers to insure quality service is provided and maintained.

2.4         Works with other Laboratory Medicine personnel, as necessary, to ensure departmental systems and operations are maintained to maximize customer service.

 2.5       Establishes and maintains customer service standards to insure all customers are provided prompt and complete

2.6         Ensures a customer service focused environment at BMC’s laboratories. Values and responds to customer feedback by taking appropriate action to improve suboptimal services.

TRAINING:

3.           Responsible for the training and orientation of personnel to accomplish the department and hospital mission of service and support.

3.1         Prepares training manuals and supervises employees engaged in carrying out duties as it relates to the department and area functions.

3.2         Establishes, and when necessary, administers department specific orientation and in service training programs for the technical staff.

FINANCIAL MANAGEMENT:

4.           Ensures sound financial management of Laboratory Medicine areas of responsibility and contributes to departmental goals of optimization of resources and revenue enhancement.

4.1         Works with managers to prepare and address monthly budget variance reports. Included in this variance report is detailed assessment of overtime usage within the department; works with area managers to resolve excessive overtime. Workload recording metrics shall be reported on a monthly basis.

4.2