Job description
How to ApplyA cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Job Summary
MLabs Consult Service Supervisor provides leadership, management, and support to MLabs Consultation Service Client Service Representatives to ensure the successful operation of MLabs Consultation Service.
The Consultation Service Client Service Representative´s (CSR) primary responsibilities are to receive, accession, triage, deliver, and return outside case materials for the purpose of facilitating consultations referred from outside facilities and for patients transferring care to Michigan Medicine for continuation of care. The Consultation Service CSR team also provides specimen processing support for the Department of Pathology NCRC laboratory logistics center (NLNC) including receipt, processing, tracking, and transport of anatomic and clinical laboratory specimens and other duties as assigned.
Mission Statement
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
Excellent medical, dental and vision coverage effective on your very first day
2:1 Match on retirement savings
Responsibilities*
Supervise direct reports as assigned. Promote employee job satisfaction and professional growth. Build team engagement with focus on trust and cooperation. Responsible (directly or indirectly) for all subordinate staff activities related to human resource management (recruitment, hiring, on-boarding, promotion, salary changes, performance coaching, disciplinary actions, mandatory competencies, and annual evaluations). Plan, direct, and supervise the operational activities of the MLabs Consultation Service. Develop, maintain, and ensure implementation of MLabs Consultation Service policies and procedures. Monitor and evaluate benchmarks and metrics including productivity measures and other statistical data.
Develop and review processes related to MediaLab document control software to ensure compliance with new and existing Michigan Medicine or Department of Pathology requirements. Such processes may include development and/or review of written MLabs policies and procedures.
Model exemplary customer service skills and set customer service expectations for Customer Service Representatives (CSR). This is a working supervisor position which will require performing the duties of the CSRs as well as supervisory duties. Serve as primary technical resource for calls and concerns triaged from consultation service CSRs. Coordinate and collaborate with Department of Pathology supervisors and other staff to ensure compliance with MLabs policies and procedures and respond to related client and laboratory concerns. Monitor, review, and facilitate resolution of problems involving occurrence reports and work with individuals involved to ensure the problem has been resolved satisfactorily and that correction action has been taken, if applicable. Coordinate and collaborate with MLabs Trainer/Educators and other staff to assist in training of CSRs, development of training materials, and continuous improvement of the CSR training program and processes.
Required Qualifications*
In order to be considered for this position the applicant must have met or will have met all the required qualifications prior to the start date of employment. Associates degree in science, business, or related field, or equivalent combination of education and experience . Reasonable relevant clinical experience. Ability to work flexible hours to meet goals and deadlines. Demonstrated commitment to Service Excellence.
Desired Qualifications*
Bachelor of Science degree in Medical Laboratory Science or related field.
Strong computer skills with proficiency in MS Office Suite applications (Word, Excel, Visio).
Experience working in the reference laboratory industry.
LEAN training
Experience with hospital (EPIC) and laboratory information systems (SOFT).
Work Schedule
Monday – Friday, 8:00 am – 5:00 pm
Work Locations
Department of Pathology, MLabs, NCRC. This is an onsite position.
Background Screening
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Application Deadline
All applications for this position must be received by (enter the date).
Vaccination Requirements
COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response .
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
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