Overview:
Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.
Position Summary:
Under the direction of the VP, Diagnostic Laboratory Operations, the operations manager is accountable for management of the pre-analytical operations consisting of the call center, billing, and sample management. The operations manager partners closely with the DNA Core supervisor, and other DL leadership, to ensure timely and accurate testing of both clinical and clinical trials samples. This role is responsible for providing customer value through services, executing business and strategic initiatives, managing people and financial resources, and overseeing ongoing and sustainable improvement in the areas of compliance, customer/employee satisfaction, and process control.
Responsibilities:
- Laboratory Operations * Evaluates, recommends, and implements procedures for maintaining call center, billing, and sample management, partnering closely with the DNA Core supervisor to ensure optimized pre-analytical integrated workflows. * Develops and implements robust processes, and collaborates with DNA Core supervisor and other DL leadership, as well as other Versiti affiliates (ex: Cenetron, Quantigen) in providing uninterrupted service to both clinical and clinical trial customers. * Responsible for developing, implementing, and maintaining systems to ensure accurate and timely delivery of samples for clinical and clinical trial testing to laboratories as appropriate. * In collaboration with the DL operational management team, oversees the execution of flex staffing across DL to ensure appropriate resources are prepared to execute clinical trial and other diagnostic testing needs. * Partners with lab directors and other laboratory leaders in areas of technology, compliance, management, customer service, and process control. * Provides technical expertise to customers and colleagues.
- Customer Satisfaction * Maintains high level of customer satisfaction through effective communication and problem solving. * Partners with marketing and other Versiti leaders to execute effective customer service strategies, including leading net promoter score survey and action planning, and regularly visiting/conversing with customers as needed.
- LEAN Culture * Leads implementation of Lean methodology in laboratory. * As a change agent trained in Change Acceleration Process, leads continuous improvement to create customer value more efficiently and effectively. * Improves turnaround times and productivity through work-flow improvements, using automated technologies as appropriate.
- Human Resources Management * Hires, develops and retains outstanding talent. Mentors staff in career growth and personal development. * Articulates clear vision of strategic initiatives to the team and establishes clear goals and objectives for the team to meet business targets. * Develops and implements metrics reflective of targets, and reviews them regularly with the team to monitor performance versus goals. Assigns ownership and holds staff accountable. * Leads by example, motivates and inspires. * Coordinates training of new staff, acquainting them with Versiti policies, good laboratory practices, management tools, and leadership skills. * Prepares and delivers performance evaluations to lab staff, and ensures all necessary competency assessments are completed, in partnership with other lab leaders as appropriate.
- Financial Resources Management * Prepares and manages the operating budget for the pre-analytical operations team, including capital budget. * Evaluates, qualifies and recommends suppliers for equipment, software, and/or reagent purchasing. Collaborates with other laboratories for supplier leverage. * Works with colleagues to negotiate, prioritize, and allocate resources. * Performs cost analysis of activities and tests performed in the pre-analytical workflow. * Initiates review of activities to eliminate waste and redundancy.
- Regulatory Responsibility * Operates laboratory in accordance with Versiti Wisconsin quality plan. * Promotes and maintains compliance of lab operations with all applicable standards, regulations, and accreditations. * Ensures that incidents, errors and accidents are properly investigated, corrected, and documented in accordance with established policies. * Participates in developing and executing quality systems for lab operations, and manages QC (quality control) and safety procedures effectively. * Participates in internal and external audits. * Reviews records in a timely basis.
- Responsible for the training and education of Versiti Wisconsin personnel and guests.
- Supports the creation of policies, procedures, measurement tools, and long-range planning with the laboratory leadership team.
- Coordinates and implements special projects as assigned within specified timeframe.
- Represents the laboratory, Diagnostic Labs, and Versiti at designated meetings.
- Maintains required records, reports, and files as pertains to areas of responsibility.
- Upholds the customer services standards and management philosophy of Versiti.
- Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
- Understands and performs in accordance with all applicable regulatory and compliance requirements
- Complies with all standard operating policies and procedures
Qualifications:
Education
- Bachelor's Degree Relevant Bachelor's Degree from an accredited college or university in a science related field required
- Master's Degree Masters of Science (MS), Masters in Business Administration (MBA) or Medical Technologist/Clinical Laboratory Specialist (MT/CLS) preferred
Experience
- 4-6 years experience in a clinical laboratory setting required
- 4-6 years supervisory/management experience preferred
- Experience with clinical trial work, or experience in a biotechnology, pharmaceutical, or contract research environment preferred
- Experience with Customer Relationship Management tools preferred
- Experience in developing and managing budgets preferred
- Experience with laboratory information systems preferred
Knowledge, Skills and Abilities
- Strong leadership skills; demonstrated ability to manage diverse teams, to influence cross-functional teams and to lead change required
- Demonstrated experience of successfully leading teams through change and driving continuous improvement and productivity through tools such as Lean, six sigma, and IT (Information Technology) solutions required
- Track record of success in managing customer relationships and maintaining existing customer base through maximizing customer value required
- Business acumen; ability to communicate a vision and implement strategies to achieve it required
- Excellent interpersonal, communication, time management, and organizational skills required
- Creative, with can do attitude; innovative problem solver required
- Strong detail orientation and analytical ability to evaluate and ensure accuracy and timeliness of data related to laboratory results and patient information and records. required
- Effective verbal and written communication skills, including the ability to convey understanding of factual and theoretical information and make recommendations to customers. required
Tools and Technology
- Personal Computer (desk top, lap top, tablet) required
- General office equipment (computer, printer, fax, copy machine) required
- Microsoft Suite (Word, Excel, PowerPoint) required
- Laboratory information system required
- Customer relationship management system required
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