*Ideally this candidates start time will be 8 - 9am on Monday and 4am Tues - Friday*
The Manager, Laboratory Support Services reflects the mission, vision, and values of NM, adheres to the organization鈥檚 Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
Responsibilities:
- Leads by example; models I-CARE values (Integrity, Compassion, Accountability, Respect and Excellence) in daily work and interactions.
- Helps all employees make the connection between CDH values, their daily work and patient and customer satisfaction. Holds staff accountable for modeling service standards and behaviors.
- Sets clear expectations for continuous quality and service improvement. Uses internal and external benchmark data and best practices to establish specific targets, timelines and metrics for improvement projects.
- Encourages those who identify problems, potential solutions and opportunities for improvement. Supports and empowers staff in piloting new ideas and solutions.
- Creates an environment of partnership, collaboration, seamless quality and service enhancement across teams, departments and divisions of the organization.
- Stays informed of current and emerging issues and trends for areas of accountability, CDH organization and healthcare industry. Communicates and educates staff on requirements, changes, advances, opportunities, directions and projections for the future.
- Thinks and acts in ways that support CDH strategy, vision and plans. Identifies opportunities for new business growth and development, expansion of current services, etc.
- Practices fiscal accountability. Encourages staff and team accountability by involving them in budget preparation, identifying ideas for increasing efficiency, cost savings, developing and growing the business and existing services.
- Measures and monitors budget and business development plans; provides ongoing updates to staff.
- Achieves or exceeds budget and business growth and profitability targets.
- Makes effective hiring decisions; completes the 90-day NEWMAN orientation process for new employees.
- Identifies staff's individual skills and interests; provides timely, positive, constructive feedback; addresses performance gaps as they occur with clear action plans and timelines for improvement.
- Supports ongoing learning and skill development for self and staff; provides coaching and mentoring; assigns stretch goals, cross-training and other opportunities for career development within CDH.
- Involves staff in planning and decision-making as appropriate. Holds staff accountable for follow-through and results.
- Facilitates change readiness and agility among staff and teams.
- Uses timely, effective communication methods to update staff on departmental and organizational priorities and progress.
- Creates a culture of respectful communication by listening, demonstrating approachability, practicing meeting, voicemail and e-mail courtesy.
- Asks for staff input; encourages diverse perspectives and solutions, drawing from staff, peers, physicians, patients and other stakeholders.
- Demonstrates ability to communicate effectively across departments and sectors of organization; within all levels of management; with patients, visitors, other customers, etc.
- Acknowledges and celebrates individual and team contributions.
- Works in a cooperative and collaborative manner with the sales and service representatives to meet new and existing client need.
- Fully supports through management accountability for customer service the growth of the reference laboratory.