Outreach Manager ( Community Health Center Labs)

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 professionalism. Maintains standards for department and personnel as follows:

                             1. Follows all hospital policies and procedures.

                             2. Demonstrates consistent attendance and punctuality at work and departmental meetings. Sets standard for all

                                 employees to follow.  Measured by standards of conduct developed and implemented by the Human Resource

                                 Department.

                             3. Ensures work assignments are completed within agreed upon time frames.

7.3         Supports the departmental goal of effective cooperation and communication with staff, peers, members and other hospital departments, and supervisor(s) to ensure that information is shared for effective operations.

                             a.            Communicates with staff through attendance of regularly scheduled meetings. Utilizing tools such as an agenda before the meeting and meeting minutes for follow-up to staff members.

                             b.           Investigates patient and employee incidents, gathers additional information, evaluate and take effective corrective action when necessary. Demonstrates the ability to identify and resolve conflicts when dealing with members of organization to include peers, subordinates, patients, physicians, nurses, and all other staff.

                             c.            Demonstrates willingness to accept instruction, guidance and/or constructive criticism from staff, peers or supervisor(s). 

                             d.            Consistently demonstrates tact, courtesy, and a positive attitude in all aspects of communication.

                             e.            Consistently presents the department and organization in a positive and professional manner.

COMPLIANCE:

8.0            Maintains familiarity and current knowledge with all compliance standards and proficiency testing related to Laboratory Medicine. Will meet all assigned PT deadlines and maintain records according to regulation.

SERVICE & MAINTENANCE:

9.0       Assists with the evaluation of new laboratory equipment, products and supplies as necessary in  order to recommend for purchase and or departmental use.

9.1      Understands planning and space allocation to help maximize patient testing flow, while maintaining proper specimen flow for maximizing appropriate specimen handling and rapid turn-around-times.

MANAGED CARE:

10.      Understands managed care guidelines and works to ensure that the guidelines are adhered to and proper policies are implemented. Works with any outside departments or agencies to ensure all managed care guidelines are followed for proper billing and / or coding.

11.     Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.

• Utilizes hospital’s Values as the basis for decision-making and to facilitate the division’s hospital mission.

• Follows established hospital infection control and safety procedures

*Performs other tasks as required.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Requires a Bachelor’s degree from an accredited university or college in Medical Technology or related Clinical Laboratory Science which includes successful completion of a supervised course of clinical internship in an approved hospital laboratory, or a Bachelor’s degree in a life science (Chemistry, Biology, or Biochemistry).

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Certification by American Society of Clinical Pathologists (ASCP) or National Credentialing Agency (NCA) or equivalent agency as a Medical Technologist, Clinical Laboratory Scientist, Medical Laboratory Technician, or specialty certification is preferred.

• Equivalent agency is defined as an agency that requires a degree in science from an accredited college or university with successful completion of an examination for certification. Such agencies include but are not limited to ASCP, NCA, American Medical Technologists (AMT), American Association of Bioanalysts (AAB), Health Education and Welfare (HEW), and American Society of Microbiologists (AMT).

EXPERIENCE:

• 3 to 5 years supervisory and/or management experience in a clinical laboratory required; operations or project management experience preferred.

KNOWLEDGE AND SKILLS:

• The work requires outstanding organizational and interpersonal skills as well as leadership qualities.

• Excellent presentation and technical skills, analytical ability to provide input for problem-solving and change implementation skills are also required.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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