Supervisor - Customer Service

Job Functions, Duties, Responsibilities and Position Qualifications:
Position Summary: Responsible for the overall day to day of the Customer Service department. Responsible for oversight of personnel including training, continuing education, evaluation, and documentation of performance. Maintains departmental operating policies and procedures to include departmental programs, quality control, quality assurance, and safety. Maintains departmental expenses and productivity as budgeted.
Principle Responsibilities:

• Hires and directs departmental staff in the performance of their duties
  • Interviews all prospective applicants for department
  • Oversees departmental general orientation and training of employees
  • Conducts competency testing and performance appraisals for employees in a timely manner
  • Counsels employees when indicated in accordance with CPL and departmental policies
  • Utilizes staff effectively through scheduling and work assignments
  • Ensures department coverage for potential 24/7 goal

• Oversees and maintains the following departmental programs
  • Institutes and revises departmental policies and procedures as needed
  • Develops and maintains departmental quality assurance and quality control programs, taking corrective action when indicated
  • Follows and enforces all safety policies
  • Assists with continuing education programs within the laboratory

• Utilizes the following tools to manage departmental resources
  • Maintains expenses within a budgeted variance
  • Identifies and recommends items for capital purchase
  • Monitors departmental productivity with call monitoring software
  • Participates in continuing education for Customer Service.
  • Enforces HIPAA documentation and education
  • Monitors and responds to clinical emails

• Utilizes technical skills and abilities to provide quality Customer Service
  • Ability to competently resolve customer issues quickly with timely followup
  • Ability to de-escalate challenging situations with patients, clients, and personnel
  • Interfaces with other laboratory departments for best practice updates

• Ability to work varying schedules
• Ability to communicate and compose emails professionally and timely

• Performs miscellaneous duties and/or special projects as assigned

Scope: Promotes quality relations and creates a supportive climate by serving as a role model. Respects and maintains the confidentiality of information relative to the laboratory. Adheres to and enforces prescribed laboratory safety policies and regulations. Works independently with minimal direction. Functions as a liaison between the laboratory and the laboratory customers. Operates general laboratory equipment, including but not limited to: telephones, computer keyboards and CRT. Effectively communicates via written, verbal, face-to-face, telephone, and computer methods.
This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.
Education and Experience:
Bachelor's degree in laboratory science from an accredited school of Medical Technology with at least one year experience in clinical lab.
or
Associate degree in a laboratory science, medical technology program or healthcare field with at least two years experience in a clinical lab setting.
Skills: Ability to read, analyze, and interpret technical reports. Ability to write accurate and concise clinical documents, memos, and required correspondence. Ability to collect and analyze data using statistical methods. Ability to communicate effectively at all levels within the laboratory and with laboratory customers.
Reporting Relationship:
Reports to the Customer Service Manager.
Physical Requirements: Requires light to medium lifting and carrying of objects weighing up to 50 pounds. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with both hands, pinching with thumb and forefinger, twisting with hand and wrist, climbing under, lifting up, lifting down, and reaching under. Routinely requires coordination of two or more physical operations. Routinely requires visual discrimination of color, size, shape, and motility.
Environmental Demands: Works in temperature controlled environment with minimal exposure to biological and chemical hazards. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and in crisis situations.
Scheduled Weekly Hours:
40
Work Shift:
Job Category:
Laboratory Operations
Company:
Clinical Pathology Laboratories, Inc.
Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.