Healthier Communities. Healthiest Lives. Together.
JOB DESCRIPTION:
In a network-wide department, this Supervisor oversees the provision of operational and technical laboratory support to clinicians, staff and patients throughout the UVM Health Network of hospitals and acts as a subject matter expert and resource to the Lab Clinical Operations Analysts and their Leads. It includes supervision of both the lab’s operational support call center and the lab’s general support staff. The lab’s call center serves everyone utilizing laboratory testing at UVMMC to assist with sample collection, test ordering and resulting of up to 1800 different lab tests in our test menu. The general support area in the lab includes supply provision and decontamination and preparation of glassware and chemical reagents. The position includes supervision of staff who operate both onsite at the main ACC lab and IDX locations and staff working remotely. The Supervisor is an integral member of the lab management team who assists the manager in overseeing daily operations.
Expectations include monitoring and providing service levels in accordance with client expectations and lab industry benchmarks, personnel management, staff orientation, goal setting, scheduling, and regulatory compliance with accreditation agencies which include: the College of American Pathologists, New York State, Joint Commission, Occupational Safety and Health Administration and the Environmental Protection Agency; budget input, succession planning, teaching residents and staff, communication, policies and procedure management, cost management, staff development. Responsibilities also include laboratory computer information systems maintenance and updates within Epic, Atlas and Mayo Access.
The department provides telephone support up to 16 hours per day, 7 days a week. They are responsible for communicating that patient testing is completed and results are delivered appropriately within Epic. The supervisor MUST be able to troubleshoot a wide variety of problems with Epic systems including OP and IP Orders, Specimen Inquiry, Chart Review, Results Review, Transcribe Data functions, Registration, Scheduling, HB Billing and others. They provide front line support for a large number of applications in a complex technological and clinical environment.
In addition, a significant portion of the work effort (30%) in the call center includes providing technical support on all aspects of laboratory testing outside of Epic in Atlas and Mayo Access to revenue generating community-based doctors’ offices, nursing homes and the other 13 hospitals in VT and several hospitals in NY, NH, ME & MA.
The supervisor must ensure caller expectations are met in terms of service level and wait times, with staff trained to provide answers that facilitate patient care. They must monitor monthly call volumes, wait times and call abandonment rates and report these Key Performance Indicators to lab leadership, as well as giving individual staff members feedback on their performance and call volumes monthly.
This supervisor participates in long-term Pathology and Laboratory Medicine projects across the Health Network to ensure consistent levels of client service. They share best practices with our health network partners and are involved in creating a shared technical support resource for the network as a future goal.
Education:
Bachelor’s Degree in an appropriate field. Preference given to concentration in communications and / or biomedical sciences.
3 years of supervisory experience. Laboratory / healthcare experience preferred. Experience with EMR and / or laboratory information systems software.
Problem-solving. Communication. Critical thinking. Client services.
Knowledge of medical terminology helpful. Knowledge of laboratory testing helpful.