Beth Israel Lahey Health Hiring for Lead Lab Associate Amesbury at Newburyport, Massachusetts Full Time

When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives.

Job Type:

Regular

Scheduled Hours:

20

Work Shift:

Evening (United States of America)

Assists Customer Service Manager in day-to-day operation of shift/site/department. Helps supervise and direct work activities of staff. Performs phlebotomy duties. Interacts with patients, hospital staff, and providers on a customer service basis. Maintains cooperative working relationship with technical staff and other personnel with focus on quality patient care. Responsible for both hospital and off-site locations.

Job Description:

Oversee Phlebotomy and Clerical Functions

• Responsible for making sure all the necessary orders (draws) have been completed at hospital locations and the off-sites and picked up by the courier.

• Operate as a float to cover voids in the schedule, such as vacation and sick time and assist with heavy workloads, etc.

• Primary contact for staff in regards to scheduling, shift swaps, etc. using scheduling system.

• Provides leadership and direction in place of the Customer Service Manager during manager absences.

• Proficient in determining specimen requirements blood collections for all age groups, order entry, specimen accessioning, and specimen distributions.

• Proficient in collecting blood successfully on difficult patients.

• Provide a chain of command between Lead and Customer Service Manager to ensure the following are completed:

• Coach and guide lab associates in all areas of phlebotomy.

• Coach and guide clerical staff in all areas of responsibility.

• Orient, train, observe, and document orientation-period documents, reviewing with lab associatesthroughout orientation-period.

• Handle all call outs appropriately, assuring appropriate coverage is provided.

• Prepare schedule for all lab associates and clerical staff using scheduling system, maintaining staffing hourswithin budget. Fill open shifts with per diem staff, as required.

• Ensure all employees know how to properly handle specimens, how to complete and submit all requireddocumentation.

• Help train phlebotomists and clerical staff in areas that need improvement.

• Make sure phlebotomists and clerical staff are properly following policies and procedures.

• Make sure phlebotomists and clerical staff are furnished with proper supplies and forms.

• Responsible for directing the phlebotomists to ensure that all sites are covered.

• If complaints are received from an office, will be involved with investigating and communicating withCustomer Service Manager.

• Assist the Customer Service Manager with quality initiatives, cost effectiveness, counseling employees andcompliance to procedures and regulatory agency requirements.

• Provide input to the Customer Service Manager during the Employee Performance Evaluation process.

Technical Role

• Fulfills the job duties and responsibilities of a Laboratory Associate for blood collection, patient registration, order entry, and client services.

Quality Management

• Assists with Quality Assurance and Quality Control Initiatives.

• Assists in the development and implementation of the Quality Assurance Program for Laboratory Outreach.

• Assists with creating and maintaining effective systems for measuring quality of customer service.

• Retrieves information relating to incidents with lab registration, specimen accessioning, specimen processing and submits information to Customer Service Manager for process improvement.

• Reviews Quality Assurance incidents relating to specimen processing areas and responds in an appropriate and timely manner.

• Systematically reviews data for trends or unexplained variances.

• Routinely monitors approved indicators that focus on error prevention or other system improvements.

• When thresholds are exceeded, rapid and appropriate actions are taken to improve processes.

• Actions are monitored for effectiveness.

Staff Development

• Continually monitors and documents staff performance to ensure that each staff member exhibits a high level of competence.

• Orients and trains new employees on all applicable procedures, documents same, and continually monitors through observations.

• Encourages atmosphere of continued learning.

• Timely input for performance appraisals, ensuring they are completed on time.

Professional Development

• Attends local seminars whenever possible.

• Keeps current by reviewing recent journals and laboratory magazines.

• Shares gained knowledge with staff.

• Attends and participates in laboratory meetings.

Laboratory Information System Operations

• Demonstrates proficiency when utilizing the LIS.

• Ensures system integrity by signing on to begin tasks and signing off after tasks are completed.

• Performs systems maintenance tasks not limited to: Specimen Tracking Screen, Specimen Collection Batch, etc.

• Assists with inspection readiness ensuring the Laboratory meets and exceeds all CAP and regulatory standards.

• Conducts staff training when necessary.

• Assists with maintaining manuals.

Customer Service

• Assists with development and implementation of customer service training program for assigned staff.

• Assists with development of effective customer service training program to address all aspects of customer relations, modifying program as appropriate to improve training.

• Assists with implementing training sessions on a regular basis, monitoring and counseling staff as needed.

• Prepares and maintains documentation on training program, providing reports to management as requested.

• Analyzes weaknesses in customer service on an on-going basis and provides appropriate reinforcement training.

Outreach Operations

• Monitors daily operation to ensure optimal use of resources and customer service excellence.

• Ensures that new accounts are processed in an efficient manner with emphasis on excellent customer service.

• Tracks and documents external customer satisfaction levels, taking immediate action to resolve any problems or negative trends.

• Strives to exceed customer expectations for service by anticipating and promptly meeting customer needs.

• Coordinates supplies for outreach areas, ensuring they have resources necessary to operate at minimum efficiency.

• Serves as resource to laboratory Outreach staff to resolve problems and streamline operations in order to provide high-quality customer service.

• Monitors courier services for operating efficiency and specimen quality.

• Analyzes systems for strengths and weaknesses, and makes sound recommendations for improvements.

• Encourages input from other staff members regarding operations and system improvements.

• Manages effective system for prompt notification to supervisory team of delayed, missing or inaccurate reports, modifying and improving system as needed.

Courier Services

• Thoroughly investigates and documents all incidents pertaining to Courier Service and follows though to resolution.

• Ensures that couriers are thoroughly trained in all aspects of service, particularly on correct handling of specimens.

• Conducts spot-checking of specimens to ensure they are being handled correctly according to established guidelines.

• Meets with couriers on a regular basis to coordinate efforts, facilitate flow of information, and identify/resolve any issue or problems.

• Assists with development and maintaining effective procedures and record-keeping to most utilize courier system.

Section Staffing

• Closely monitors worked hours in section so as not to exceed budgeted hours.

• Works with supervisor team to fulfill staffing needs when required.

• Submits staffing plan proactively adhering to budgeted levels overall.

Leadership

• Leads efforts toward quality, safety and process improvement in their area of responsibility.

• Demonstrates a high level of professionalism at all times.

• Sets examples for adherence to hospital’s published Performance Standards.

• Demonstrates teamwork both intra and extra departmentally.

• Shows initiative and demonstrates strong problem solving skills.

• Demonstrates excellent communication skills.

• Utilizes email and MOX mail when personal contact is not possible.

• Consistently demonstrates excellent customer service skills.

• Maintains high staff morale.

Other Duties as Assigned

• Completes other duties as assigned

ORGANIZATIONAL EXPECTATIONS

STRATEGIES FOR PATIENT SATISFACTION

The following Strategies for Patient Satisfaction define job performance and patient satisfaction expectations for every AJH employee. We expect that every employee recognizes that his/her job performance, including personal interactions with patients, has a direct impact on patient satisfaction and the reputation of Anna Jaques. In being held accountable for meeting these standards, our employees will ensure outstanding service to our patients and their families and reinforce our commitment to providing the highest quality patient care to the community.

Attitude

Our patients’ most basic expectation is to be treated with courtesy and respect. This commitment is reflected in our attitude and our behavior.

Appearance

We will take pride in our facility and do our part to maintain an uncluttered and litter-free workplace, with no taped or handwritten signs. We will also consider our patients expectations in how we present ourselves.

Caring About Patient’s Concerns and Worries

Communication to patients should be delivered with courtesy and care. Close attention is given to both verbal and nonverbal messages and to listening attentively to our patients in order to fully understand their needs, and sympathize with them.

Commitment to Each Other

Providing quality patient care requires the efforts of many different employees, representing every department of the hospital. Each member of the Anna Jaques Hospital team deserves respect from his/her coworkers. Never blame another department or co-worker to a patient.

Patient Waiting

We will always keep our patients frequently and honestly informed of delays and make them as comfortable as possible while they wait.

Confidentiality

We will ensure our patients’ right to privacy. We will treat all patient information as confidential. Discussion of patient matters will be restricted to appropriate situations and locations.

Safety Awareness

It is the responsibility of all employees to do their best to ensure a safe and accident-free environment for patients, their families, and fellow employees.

Sense of Ownership

The reputation of Anna Jaques Hospital depends on each employee, and I will do my part

PATIENT SAFETY

Incorporates Patient Safety Goals in daily work and identifies and reports safety issues to supervisor, Patient Safety Hotline, and/or through the incident reporting process. Supports a culture of patient safety by educating patients and families on the care they are receiving, encouraging them to voice their concerns and informs them how to report related issues.

ATTENDANCE & PUNCTUALITY

Adheres to the hospital’s policies and procedures regarding absences and tardiness. Provides adequate notice when calling out sick and requesting time off

Arrives and departs from work at appropriate time.

LEADERSHIP CAPABILITIES

At times and when directed, may provide guidance and support to others while acting as a resource, trainer and/or preceptor.

JOB REQUIREMENTS

Required Skills

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Reasonable accommodations may be made to enable the individual to perform the essential functions.

Communication:

• Must possess verbal and written skills to communicate effectively and courteously with a diverse group of professional and non-professional members of the health care team, patients and family/significant others.

• Excellent interpersonal, oral and written communication skills necessary.

Minimum Education

• H.S. graduate, Associate’s Degree preferred

Minimum Work Experience

• Minimum 2 years related work experience desired

Required Licenses

• Other

• Maintain BCLS or American Heart Association HeartSaver certification. Phlebotomy Certificate preferred (ASCP).

FUNCTIONAL DEMANDS

Physical Demands

• Moderate physical demands with some degree of repetitive motions.

• Moderate level of standing High level of manual dexterity.

Work Environment

• Primarily indoor work environment.

• Occasional out of hospital blood collection and transportation.

• Potential exposure to infectious substances or chemical hazards.

Age-Specific Criteria

• Patient Care Provider

Patient Care Provided For

• Neonatal, Pediatric

• Adolescent

• Adult

• Geriatric

FLSA Status:

Non-Exempt

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients’ lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled