Lead Laboratory Support Services Specialist

About the role

The Lead Laboratory Support Services Specialist plays a critical role in the efficient and accurate operation of the laboratory. Reporting to the Supervisor, this individual leads a team of support staff, ensuring that all specimen processing, documentation, and customer service tasks are completed with high standards of quality and efficiency.

Responsibilities

• Specimen Processing: Responsible for meticulous specimen processing including receiving, verifying patient identification, sorting, preparing, and distributing blood, urine, and other biological specimens according to protocol. Operates laboratory equipment such as centrifuges and copiers and utilizes the organization's EHR and LIS computer systems to perform these functions.
• Phone and Customer Service: Field phone calls, provide ordering information on lab tests and specimen requirements, answering telephones, taking and relaying messages, and offering phone customer service. Includes receiving calls regarding test ordering information and patient results from providers, and contacting reference laboratories for test inquiries and resolution.
• Documentation and Resource Management: Handles documentation related to lab incidents, fills out reference lab forms, resolves specimen issues, and reports issues. Ensures results are received from external testing sites and scanned into EHR ensuring results are sent to providers.
• Maintenance of Equipment: Maintains laboratory equipment by recording temperatures, defrosting freezers, and cleaning equipment. Ensures all equipment is functioning correctly and adheres to maintenance schedules.
• Quality Improvement and Compliance: Participates in Quality Improvement and Lean Process Improvement activities. Completes all mandatory learning requirements on time and attends and participates in department, team, and committee meetings. Complies with all department and location-specific policies and procedures.
• Leadership Responsibilities: In the absence of the supervisor, assumes responsibility for the Processing department's smooth operation. Performs regularly assigned work and assists co-workers during times of increased workload or reduced staffing. Monitors workflow, makes staffing adjustments, and prioritizes tasks. Serves as a resource person and problem collaborator for team members, communicates employee requests, suggestions, and staffing needs to the supervisor. Supports and communicates decisions made by the supervisor regarding interpersonal conflicts within the work unit and shares opportunities for improving processes with management. Encourages and develops the employees they lead.
• Soft Skills: Demonstrates solid organizational skills to ensure accurate processing, multitasking while maintaining a calm and effective demeanor. Exhibits effective verbal and written communication skills for interactions with patients, laboratory team members, clinicians, and other clinical staff. Demonstrates the ability to troubleshoot, problem-solve, and encourage teamwork through cooperative interactions. Demonstrates adaptability to new processes through Continuous Process Improvement. Works independently and collaboratively within a team-oriented environment, contributing to the overall efficiency of the laboratory.

Qualifications

• Highschool diploma or GED
• One plus years of computer proficiency experience
• One plus years of experience in a clinical laboratory including specimen processing
• One plus years of leadership experience, including mentoring and guiding team members, monitoring workflow, and making staffing adjustments
• One plus years of demonstrated ability to engage in professional phone communication with both patients and healthcare providers
• Ability to work a 40-hour flexible work week to include the hours of 1:00 pm to 8:30 pm or 2:30 pm to 11:30 pm Schedule may change due to business needs

Preferred Qualifications

• Current BLS certification or ability to obtain within the first 30 days of employment
• Knowledge and understanding of laboratory equipment operation, such as centrifuges and copiers
• Knowledge of laboratory information systems (LIS) for data entry and specimen tracking purposes
• An understanding of regulatory requirements, including OSHA, CLIA, and CAP standards, pertaining to laboratory safety and compliance
• Proven ability to process biological samples efficiently in a fast-paced environment
• Demonstrated attention to detail and a commitment to maintaining high-quality standards, especially in tasks involving specimen processing procedures and support functions
• Proven flexibility for covering team members on leave and adjusting working hours as needed
• Proven ability to exhibit a commitment to continuous learning and professional development, ensuring current knowledge of advancements in the field

Benefits

Competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)