Customer Service and Process Supervisor

Education

Associates degree in a related field

Experience

2 years progressively more responsible related work experience

Skills

• Knowledge of chemistry, biology, mathematics and physics and the clinical medical sciences

• Knowledge of a variety of hospital computer systems and software applications

• Skill in written communication, data analysis and interpretation and customer service

• Ability to learn and use advanced Lab Information System applications

• Skill to perform investigative and analytical techniques

• Skill to coordinate, direct and assign work to subordinates

Principal Duties and Responsibilities

Supervises the Customer Service, Processing and Registration Team activities

• Provides technical assistance, training, and education in support of the Customer Service Representatives, the Clinical Lab Assistants and the Laboratory Registration Team.

• Assists in the development of job descriptions and standards of performance.

• Evaluate and provide on-going feedback on performance of team members.

• Assists in the hiring process for new team members.

• Develops formal procedures and policies and assists in the implementation.

• Assists with the monitoring annual completion of Corporate and departmental competencies.

• Ability to work efficiently in all related areas.

• Develops schedules and work duties for all areas of oversight.

Resolves problems by using a systematic approach through analysis of problem and evaluation of alternative solutions. Follows through with appropriate documentation.

Initiates investigations, audits and analyzes data, develops resolutions where possible, gains support for resolution, and completes appropriate documentation.

Provides first line troubleshooting to internal and external customers as required for basic LIS applications, e.g., query, results reporting, order entry, reference lab interface, printer queues, etc. Troubleshoots hardware/equipment problems, e.g. printers, fax machine.

Conducts chart reviews, reviews customer satisfaction surveys for quality improvement and coordinates the courier service.

Coordinates special protocols as requested

Participates in the new test implementation, current test and workflow

Researches new tests requests for Clients

Participates in the Laboratory's Continuing Education program and meets requirements as described in the Laboratory Continuing Education Policy. Shares knowledge gained from the seminars, workshops, etc. through formal and informal presentations.

Physical Requirements

• Ability to sit and stand for extended periods of time, ability to lift 25 pounds, ability to pay close attention to detail and concentrate for extended periods of time.

Working Conditions

• Works in an environment with exposure to moderate noise levels from computer, telephones and laboratory equipment.

• Comes in contact with hazardous chemicals, reagents and infectious materials when handling specimens.

Pay Range

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.