POSITION SUMMARY:
Under the direct supervision of the CHC Manager, the Outreach Manager performs a wide variety of operational, technical, and administrative duties. Works with administrators, medical directors, managers, supervisors, and staff to review existing laboratory operations across the assigned Community Health Centers. Explores and evaluates improvement of operations or service models to maximize operating efficiencies. Identifies and troubleshoots laboratory operations issues as assigned. Supports and ensures coordination of general laboratory operations, information technology systems, quality improvement projects, and fiscal improvement projects within organization objectives.
Position: Outreach Manager
Department: Codman Square Laboratory
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
HUMAN RESOURCES:
1. Assists Laboratory Operations Director and managers with personnel and human resource issues. Ensures adherence to job descriptions, policies and procedures, and performance standards.
1.1 Plans, coordinates and administers policies.
1.2 Initiates and recommends policies and procedures necessary to achieve objectives of the hospital and ensure maximum utilization and stability of personnel.
1.3 Investigates causes of disputes and grievances and initiates corrective actions with technical supervisor managers if necessary. Assists with grievance process when requested.
1.4 Informs employees of hospital and department activities through routine staff meetings, bulletin boards, and other media available.
1.5 Analyzes services and initiates optimum staffing patterns according to the needs of operations and evaluates staffing options to include current full-and part-time staff, as well as per diem staff.
1.6 Works closely with Human Resources and the Operations and Administrative Director for Laboratory Medicine to select the highest quality candidates.
1.7 Assists with payroll monitoring as needed; monitors employee turnover, overtime, and absenteeism and reports variances to the Operations Director.
CUSTOMER SERVICE:
2. Responsible for implementing, training and providing coverage and proper solutions to any customer service issues regarding access to services and laboratory results.
2.1 Maintains relationships with staff including Laboratory Medicine Medical Directors, department staff, CHC staff, hospital employees, requesting physicians and all customers to insure quality customer relations are maintained.
2.2 Understands and works to improve the dynamics of customer support in conjunction with the goals and mission of BMC.
2.3 Maintains close relationship with the Community Health Centers to insure quality service is provided and maintained.
2.4 Works with other Laboratory Medicine personnel, as necessary, to ensure departmental systems and operations are maintained to maximize customer service.
2.5 Establishes and maintains customer service standards to insure all customers are provided prompt and complete
2.6 Ensures a customer service focused environment at BMC’s laboratories. Values and responds to customer feedback by taking appropriate action to improve suboptimal services.
TRAINING:
3. Responsible for the training and orientation of personnel to accomplish the department and hospital mission of service and support.
3.1 Prepares training manuals and supervises employees engaged in carrying out duties as it relates to the department and area functions.
3.2 Establishes, and when necessary, administers department specific orientation and in service training programs for the technical staff.
FINANCIAL MANAGEMENT:
4. Ensures sound financial management of Laboratory Medicine areas of responsibility and contributes to departmental goals of optimization of resources and revenue enhancement.
4.1 Works with managers to prepare and address monthly budget variance reports. Included in this variance report is detailed assessment of overtime usage within the department; works with area managers to resolve excessive overtime. Workload recording metrics shall be reported on a monthly basis.
4.2 Contributes to departmental goals of improving cost effectiveness, optimization of resources and revenue enhancement and support of Laboratory Medicine.
Works closely with Laboratory Support Services supervisors to control laboratory test send out budget and assess reference laboratory services.
Ensures all related duties associated with charging and coding of procedures are performed within hospital requirements and regulatory requirements.
QA & TECHNICAL COMPETENCIES:
5.0 Provides a technically sound environment to ensure the quality of Laboratory Medicine services. Ensures that technologist competencies are assessed and maintained for all personnel according to department policy. Competencies include, but are not limited to the following, education, safety, equipment, quality control, result reporting, record maintenance, patient skills, infectious control, problem solving, employee education and required training and cross-training.
5.1 Ensures ongoing compliance with all applicable regulatory agencies for department.
Measured by:
a. Absence of major deficiencies observed during inspections by regulatory agencies (College of American Pathologists [CAP]; The Joint Commission, Department of Public Health, OSHA, FDA).
b. Report of corrective action of deficiencies noted in self-inspection is prepared and submitted to the Operations Director. Self-inspection is performed annually, in conjunction with Medical Directors and Laboratory Medicine Technical Supervisors.
c. Ensures compliance with laboratory billing regulations
5.2 Ensures continuous quality improvement in services through:
a. Active management of the laboratory quality assurance program:
Implements change as necessary in conjunction with CHC Manager and/or Operations Director for Laboratory Medicine.
Ensures data collection, monitoring, evaluation, and actions on assigned projects are within agreed upon time frames, and are documented.
b. Coordinates the performance of turnaround time (TAT) studies in each laboratory section to insure compliance with departmental service standards; works with technical supervisors for correction actions as required.
c. Works with quality assurance coordinator to review and assess errors and the sources of errors. Error analysis is performed, and addressed with appropriate action plans. Exhibits innovation in planning improvements/new programs and problem solving.
DAY TO DAY OPERATIONS / MANAGEMENT:
6.0 Supervises, plans, coordinates and directs the daily operations of assigned Community
Health Centers, and works collaboratively as a resource with supervisory, technical and clerical employees to ensure the delivery of quality service in accordance with applicable policies, procedures and professional standards. Satisfies all operational requirements as determined necessary by the CHC Manager.
6.1 Develops, secures approval, and implements departmental policies and procedures related to patient and staff welfare, equipment maintenance, procedures, and all other issues related to Laboratory Medicine Policy and Procedures.
6.2 Ensures that department is covered by development of proper work schedules.
6.3 Monitors and addresses issues with the documentation of the competency of the technical staff through training in the following areas: Technical, professional, safety, and adherence to policy and procedures.
6.4 Works with managers and supervisors to ensure the optimal utilization of the staff.
6.5 Ensures systems are operating for adequate inventory of supplies appropriate for the volume of testing. Minimizes any overstocking of supplies and understands and makes appropriate changes to keep stock and inventory to minimum.
6.6 Works with the safety committee to ensure the proper usage of all required safety equipment. Helps to maintain a safe work environment for all personnel.
6.7 Compiles and maintains all appropriate statistical data to include attendance records, vacation schedules, and procedure and revenue volume. Provides monthly reports to CHC Manager.
PROFESSIONALISM & LEADERSHIP:
7. Exhibits personal and professional pride and self-development:
7.1 Demonstrates a commitment to continue self-development in management skills and Laboratory Medicine knowledge by attending management training sessions. Measured by review of continuing education records and evidence of application of knowledge to the workplace by Operations Director for Laboratory Medicine. Attends meetings, as necessary, related to any operational issues involving Laboratory Medicine.
7.2 Demonstrates reliability and pro
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