Patient Services Supervisor

Overview:

• Supervise NE Oklahoma Patient Service Center (PSC)/In- Office Phlebotomy (IOP) operations for the Diagnostic Laboratory of Oklahoma.
• Responsible for daily operations of all assigned facilities, PSC’s and in-office phlebotomy.
• Oversee safety, maintenance, and cleanliness of facilities (including upgrades, repairs, etc.)
• Implement SOP’s for phlebotomy services in accordance with DLO guidelines
• Where applicable, ensures all Federal, State, and local licensure requirements are met, working with the QA officer.
• Perform site visits at all assigned PSC’s/IOP’s. Document findings.
• Hold regularly scheduled meetings for dissemination of all information to staff.
• Track/enter time/attendance of employees.
• Prepare month-end reports.
• Investigates/resolves and responds to customer complaints appropriately and effectively.
• Prepares schedules with minimal overtime for employees and floaters. Maintains adequate coverage for all locations.
• Oversees inventory process for supervised facilities.
• Responsible to ensure Quest improvement and or standardization initiatives are implemented.
• Relocate/open/close PSC’s and IOP’s.
• Participate in the interview, selection and hiring of new employees.
• Responsible for training, coaching, supervision, and development of staff
• Monitor on-going performance of employees, provide corrective action and counseling as required. Perform appraisals.
• Assist in preparation of annual budgets for areas of responsibility.
• Maintain budget control throughout the year.
• Participates to assure fiscal responsibilities of the department are met.
• Assist in growing volume of patients using the PSC’s.
• Maintain relationships with clients assisting them with resolving any PSC issues as they arise.
• Participate on process improvement teams, or other initiatives to meet management objectives.
• Organize and lead project both within the work group and with cross-functional groups. May be required to lead groups.
• Ensure cooperation and maintain communication between Patient Services and other departments within DLO
• All other duties as assigned, within scope of the position.
• Demonstrate and live the Values of DLO.

Responsibilities:

• Must have knowledge of phlebotomy methods/skills and patient service center operations.
• Preferred knowledge of training and development programs

• 3+ years prior supervisory or group lead experience preferred.
• 5+ years of experience of phlebotomy required
• Demonstrated leadership experience
• Keyboard/data entry application
• PC experience, MS Office application
• Customer service in a service environment
• Leadership of a group of employees
• Implementation of training initiatives

Qualifications:

• Must be flexible and available based on staffing requirements; weekends; holidays; on call; overtime.
• Must have valid driver license and clean driving record
• Demonstrates good organization, communication, and interpersonal skills
• is able to manage concerns of patients and clients in a professional manner;’
• Capable of handling multiple priorities in a high-volume setting.
• Must be able to make decisions based on established procedures and exercise consistent, independent, solid decisions.
• May require long periods of standing, sitting, or PC use.
• Extensive use of telephones.
• Ability to work with fellow supervisors in standardizing operations.

• Extensive use of phone and PC
• Prolonged standing/sitting
• Fine dexterity with hands/steadiness
• Able to lift up to 25 pounds; may occasionally need to lift 40 pounds; carrying up to 15 pounds for several minutes at a time
• Talking
• Vision - requires constant mental visual attention to details.
• Walking
• Balancing
• Bending/Kneeling
• Pushing/Pulling
• Reaching/Twisting

EEO:

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.