Administrative Supervisor - Laboratory Client Services - Mount Sinai Hospital/Mount Sinai Corporate Office - Full Time/Days

The Administrative Supervisor will be responsible for leading, coaching and developing their team to ensure successful customer service operations. This role will also assist in all client service functions such as responding to inquires made by users of the Mount Sinai Laboratory regarding clinical test specifications and communicating patient’s test results and other data to healthcare professionals in a timely manner along with their team members. 

This role requires strong organizational, interpersonal and problem-solving skills, as well as the ability to lead, multi-task and communicate effectively are keys to success in this position, which also requires attention to detail and a commitment to achieving consistent customer satisfaction. 

The LSR has access to confidential patient data available on the Lab Information System (LIS) and processes both incoming and outgoing telephone calls and faxes through an Automated Call Center program. The LSR must also have the ability to properly communicate with State and City health departments, as required by law.

The LSR is responsible for monitoring customer service team performance, aid in the development of customer service policies and procedures, train and mentor customer service staff, handle customer complaints and inquires and identify customer service trends and recommend process improvements.

In addition, the LSR performs duties related to problem discovery and resolution and works closely with the supervisory staff in Central Accessioning and other departments within the Center for Clinical Laboratories. The LSR must also have a strong knowledge of computers and must be capable of learning data procurement through utilization of the Laboratory Information System.   

• Responsible for monitoring team performance, daily operations and ensuring department deliverables and KPIs are within expectations.
• Assist in working with the LIS Call List Module when the department needs arise. This includes viewing and communication of critical values within the designated timeframe to the appropriate licensed professionals and in accordance with JCAHO and Mount Sinai Medical Board policies. Call abnormal and amended results in addition to any specimen messages such as QNS, No Specimen Received and Patient Mismatches, as sent to the Call List by the Central Accessioning troubleshooters and laboratory personnel. 
• Plans and schedules work for staff to ensure proper distribution of assignments and adequate staffing, space and facilities for subsequent performance of duties.
• Ensures adequate staffing for unexpected/emergency coverage.
• Provides work direction, guidance, coaching and training for staff.
• Work on team weekly payroll and time clock tasks.
• Establishes, reviews and revises work processes and procedures to ensure efficient and effective administrative activities.
• Makes recommendations regarding fiscal and staffing requirements of the unit to assist in the preparation of budgetary recommendations.
• Meet with team for daily huddle to communicate any department updates, changes and share team performance and feedback.
• Compiles information reflecting expenditures and develops comparisons.
• Assists in the development of new methods, procedures and/or processes to increase efficiency and to improve service deliver, production, equipment performance, scheduling and quality control.
• Establishes and maintains liaison with other departments, units or care centers, as well as within own department, to ensure effective coordination of work activities.
• Fosters an environment of open communication and teamwork in support of the department and organizations goals and objectives.
• Investigate and resolve problems brought forth regarding the functions of the team and their communication to medical personnel.
• Ensures compliance with department and organization policies and procedures.
• Supervises and coordinates various personnel activities including, but not limited to, hiring, performance appraisals, training, disciplining and making salary increase recommendations.
• Performs other related duties.

• Associates degree required (Bachelor's degree preferred)
• Graduate of a Medical Assistant Program (Medical Assistant Certification) is a plus
• 2+ years working on a client services related role in healthcare required
• 5+ years working in Laboratory setting required
• Intermediate to Advanced Level of Computer skills and knowledge
• Excellent in computer, written and oral communication
• Light level of physical activity
• Must be able to sit for long periods of time and be physically capable of working with a computer keyboard and mouse for much of the work-time. In addition, the LSR must be able to walk to any area of the laboratory to car