Regional Patient Services Manager

About the role

Under the direction of the AVP of Patient Services, oversees multiple functions required to ensure the successful delivery of services, including phlebotomy services, Logistics, Client Services and Specimen Management in the assigned area. Motivates the team and assists supervisors in team building and management guidance. Coordinates operations activities between sales and Phlebotomy to ensure daily work of Patient Service Centers (PSCs) and In-office Patient Service Technicians (IOPSTs) is completed accurately and on time.

Responsibilities

• Travel to client locations within a designated region with short notice
• Manage daily operations of all assigned facilities
• Implement Standard Operating Procedures (SOPs) for phlebotomy services in accordance with PathGroup guidelines and distribute information to phlebotomists as needed
• Ensure all Federal, State & local licensure requirements are met, working with QA and Medical Director's offices
• Ensure all Laboratories testing QA/QC documentation is complete and reviewed as required
• Investigate, resolve and respond to customer complaints appropriately and effectively
• Relocate, open and close Patient Service Centers (PSCs) and In-office Phlebotomy (IOPs)
• Ensure PathGroup improvement and/or standardization initiatives are implemented
• Provide leadership and supervise assigned department; make decisions, solve problems, assist in developing procedures, conduct and attend meetings
• Hold regularly scheduled meetings for dissemination of all information to staff
• Manage the employee hiring process including developing and updating job descriptions, developing performance expectations, identifying essential functions and knowledge, skills and abilities required for applicable positions
• Participate in the interview and selection process of phlebotomist employees
• Ensure all employees meet requirements for driving on company business
• Supervise employee and team performance, new employee orientation processes, employee training and continuing education
• Manage employee performance by coaching, counseling, motivating, and evaluating employees on a continual basis
• Implement disciplinary action as needed in consultation with Regional Patient Services Manager and Human Resources
• Perform site visits as assigned and document findings
• Assist with QA (quality assurance) audits
• Ensure effective employee relations by sustaining an ethical, non-discriminatory and safe work environment while concurrently establishing effective communication lines and methods
• Identify and solve employee problems, manage conflict, and respond to grievances as needed
• Oversee inventory process for supervised facilities
• Ensure all field phlebotomy and PSC specimens are collected accurately and on time
• Maintain required records and documentation
• Assist in preparation of annual budget for areas of responsibility; maintain budget control throughout the year in areas of responsibility
• Review and approve time/attendance entry of employees
• Abide by all regulatory, company and departmental regulations, policies and standard operating procedures, including the Corporate Compliance Program
• Review and compile monthly statistics and data
• Approve time in attendance software by noon on the Monday following the end of the pay period
• Submit accurate expense and travel logs Monday for the week prior or as directed by management
• Demonstrate organizational commitment
• Adhere to departmental and company code of grooming and dress code and lab coat policies, appearing neat and clean at all times
• Utilize time appropriately; maintain fluctuating patient flow capability
• Display courteous and professional behavior to clients, patients, and co-workers
• Communicate with co-workers and clients in a way that promotes a harmonious and cooperative working environment
• Answer the telephone in a friendly and helpful manner, incorporating the company name, self-identification and a helpful statement
• Organize and lead projects both within the work group and with cross-functional groups; may be required to give presentations and speak in groups
• Communicate pertinent information/issues to director for resolution
• Contribute to a positive work climate and to the team effort of the department and company
• Exercise all laboratory safety precautions and adhere to lab procedures as stated in procedure manuals
• Perform all job responsibilities in alignment with industry best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data
• Be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies
• Work with other departments within PathGroup and subsidiaries
• Perform other duties as assigned

Qualifications

• Ready to travel to a client location within a designated region with short notice
• Ability to relocate, open and close Patient Service Centers and In-office Phlebotomy sites