Supervisor - Lab Support Services Call Center
Company: Mayo Clinic
Location: Avondale
Posted on: March 11, 2023
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Job Description:
Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World
Report, ) and ranked in more specialties than any other care
provider. We have a vast array of opportunities ranging from
Nursing, Clinical, to Finance, IT, Administrative, Research and
Support Services to name a few. Across all locations, you'll find
career opportunities that support diversity, equity and inclusion.
At Mayo Clinic, we invest in you with opportunities for growth and
development and our benefits and compensation package are highly
competitive. We invite you to be a part of our team where you'll
discover a culture of teamwork, professionalism, mutual respect,
and most importantly, a life-changing career!
Mayo Clinic offers a variety of employee benefits. For additional
information please visit Mayo Clinic Benefits . Eligibility may
vary.
Position description
Lab Support Services Supervisor for Mayo Clinic Lab Call center.
Supports the Lab Call Center in leading and providing excellent
customer service to our clinical operations and acts as an
information resource at our various lab locations at both
outpatient and inpatient settings.
Efficiently and effectively leads a team of lab call center
representatives and manages a high volume of incoming and outgoing
telephone calls. Is responsible for working cooperatively with Mayo
Clinic staff, leaders, customers, and patients promoting
professional and respectful interactions. Responsible for daily
supervision, performance management, and development of Lab Call
Center staff and high volume lab call center. Provides staff with
training and training support, technical direction, development,
and problem resolution. Is accountable for ensuring appropriate
staffing levels and mix and coordination of staffing levels at
assigned location(s) in order to meet business needs. Is
accountable for staff and unit based performance management.
Assists with and/or provides oversight to, and is accountable for
quality and service, regulatory compliance, work unit safety,
strategic planning, document management, supply and cost
management, Epic lab calendars and scheduling, COVID unit, and
developing and implementing new services. Participates as an active
member of the leadership team and collaborates with other areas of
the lab. Performs call center duties, floats to provide coverage,
training duties, general workflow, and any other assigned tasks or
duties as needed. Performs troubleshooting, acts as technical
subject matter expert, and will be designated for downtime
leadership. Works cooperatively with a wide variety of customers,
as well as internal and external resources. Completes special
projects or other job-related duties as assigned by the laboratory
management.
The individual must demonstrate knowledge of the principles of
growth and development of the life span and strong
intradepartmental skills. The ability to assess data reflective of
the patient's status, scheduling, orders, and appropriately
interpret information relative to the patient's age-specific needs
is required.
Qualifications
High School diploma/GED required.
Completion of a phlebotomy, medical assisting, MT or lab accredited
program.
Must also have a national certification from an accredited
association such as ASCP or AMT.
A minimum of four (4) years of experience in phlebotomy, specimen
processing, clinical lab, medical assisting, patient care, lab
customer service, or combination thereof, which includes two (2)
years of lab supervisory, lead, or prior management experience.
Experience must show progressive responsibility in previous
supervisor or leadership roles.
Additional qualifications
Strongly prefer candidates with a Bachelor's degree from an
accredited institution in a biological or health related field, and
a minimum of two (2) years of previous lab supervisor or leadership
positions. Must have a national certification (ASCP, AMT, etc.) for
phlebotomy or other related field. Strongly prefer candidates with
prior lab customer service, testing and/or technical lab
experience.
Demonstrated ability to provide leadership to multiple areas, (with
proven effectiveness in decision making and problem solving).
Proven ability to manage multiple priorities successfully.
Demonstrated effective and excellent communication and
interpersonal skills, leadership skills, and demonstrated personnel
management ability.
Demonstrated effectiveness in communicating and networking across
shifts
Demonstrated ability to work independently and in a team
environment
Demonstrated ability to encourage and promote teamwork amongst
staff
Must have strong teambuilding skills
Demonstrated ability to positively motivate staff for effective
productivity
Proven ability to deal effectively with people in stressful
situations
Demonstrated proficiency with computer skills and ability to learn
and utilize multiple computer systems and applications
Must have strong attention to details
Must have strong customer service skills
The individual must demonstrate knowledge of the principles of
growth and development of the life span, basic anatomy, physiology,
basic medical terminology, and lab testing and technical
terminology.
Proven ability to assess data reflective of the patient's status
and appropriately interpret information relative to the patient's
age-specific needs is required.
Prior hospital and/or clinical pathology experience preferred
Extensive knowledge and experience in managing and supervising all
aspects of phlebotomy, central processing, referral labs, send
outs, and/or lab call center as assigned.
Demonstrated lab customer service skills.
License or certification
ASCP, NCA or AMT
Exemption status
Non-exempt
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday to Friday
7am-3:30pm, occasional weekends, and rotating holidays
Schedule and hours may vary to support the needs of the work unit.
Scope of supervisor consists of staff that are scheduled weekdays,
weekends, and overnight.
Weekend schedule
Occasional Weekends as needed.
Remote
No
International Assignment
No
Site description
Over the next four years, Mayo Clinic is making significant
investments in both the physical and technological future of health
care, through doubling the size of the Mayo Clinic campus in
Phoenix, inclusive of practice, education, and research activities.
Mayo Clinic's campuses in Arizona are located in Phoenix and
Scottsdale, in the beautiful Sonoran Desert. The region is known as
the Valley of the Sun, a metropolitan area with more than 4 million
residents in 25 cities and towns.
With Phoenix being the fifth largest city in the nation, this sunny
"desert metropolis" offers the amenities of a big city in the midst
of a strikingly beautiful, rugged, southwest landscape.
Scottsdale frequently earns praise as a highly desirable place to
live. The city's more than 200,000 residents enjoy a vibrant mix of
culinary hot spots, arts and entertainment, professional and
collegiate sports teams, and community resources. The region's
desert climate promotes an outdoor lifestyle with a full complement
of sports and recreation.
Recruiter
Mary Ricci
EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic
is committed to creating an inclusive environment that values the
diversity of its employees and does not discriminate against any
employee or candidate. Women, minorities, veterans, people from the
LGBTQ communities and people with disabilities are strongly
encouraged to apply to join our teams. Reasonable accommodations to
access job openings or to apply for a job are available.
Keywords: Mayo Clinic, Avondale , Supervisor - Lab Support Services Call Center, Healthcare , Avondale, Arizona
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