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Summary:
The Supervisor Client Services is responsible for assisting with all aspects of client servicing, customer service, and specific support and administrative functions within the organization. This includes client satisfaction, quality control, communication, and training of business services. The Client Services Supervisor is expected to know all business lines and services, operational procedures and work functions, and client service level agreements and expectations. This role is also expected to act as a liaison and must ensure coordination and communication between clients (all levels), management, and the general public. This position will support the overall success of the organization by demonstrating flexibility, collaboration, and cooperation in a team environment, maintaining a high level of service quality.
The Supervisor of Client Services will also directly manage and coordinate scheduling for on and off-campus (remote) phlebotomy staff for the clients, performance improvement, and new client startups/implementation. This position assists with interviews, hires, conferences, and performs progressive disciplinary actions/ terminates employees with Manager's approval. Educates phlebotomy personnel accordingly to recognize laboratory standards as associated with job-related policies and procedures.
Responsibilities:
- Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
- Reports directly to the Manager Client Services
- Customer Service: Evaluates and monitors customer service and independent physician practices. Responsible for maintaining effective remote operations, productivity, operational improvements, and client satisfaction.
- Properly trains, orientates and educates personnel in laboratory policies, procedures, testing methods; performs competency assessment for personnel on an as needed and annual basis. Recommends termination; performs coaching and counseling.
- Exhibits and promotes collaboration, open communication, and team spirit.
- Develop and sustain communication and relationship with all clients and associates.
- Directly manages daily operations of off campus (remote) sites that require phlebotomy services along with public draw stations.
- Assists new client implementation and ensures all clients are properly trained, setup of supplies and equipment.
- Coordinates with transportation for courier routes and STAT pickups
- Attends and participates in supervisory and staff meetings. Performs special projects as assigned by the director of operations; other duties as assigned.
Requirements:
- High School Diploma or Equivalent
- Three years of laboratory/phlebotomy experience or equivalent required
- Certified Phlebotomy Technician preferred.
Work Type:
Full Time
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