Customer Service: Assist in customer related issues by actively listening to the customer's needs, offering assistance and ensuring customer satisfaction. Respond quickly and act professionally and appropriately in stressful situations. Provide the highest level of customer recovery skills. Know how to make customer right. Take ownership of complaints or problems and see them through. Maintain customer rights in accordance with institutional policies by demonstrating respect for the individuality and wishes of others, honoring cultural and religious differences, maintaining confidentiality of information and demonstrating ethical behaviors based on honesty, fairness and equity.
Personnel: Schedule staff appropriately to cover all areas, including weekends and holidays as needed. Approve PTO requests based on available staffing. Record biweekly time by the Wednesday preceding end of pay period. Send changes to payroll by 9 AM Monday following end of pay period. Monitor and record unscheduled absences, apply progressive discipline policies regarding attendance according to department guidelines. Oversee phlebotomists daily activities in the work environment providing feedback ,coaching and mentoring performance improvement of assigned staff members. Conduct annual performance evaluations. Communicate with other CC's related to their needs for help covering open schedules as warranted. Communicate with other area's all outpatient blood drawing stations during personal down times to provide additional coverage when necessary. Oversee staff providing feedback . Observe interactions between staff and patients assuring professionalism and that the UMHS goals and values are being demonstrated.
Training/Quality Assurance: Assist Supervisor in training, documentation of training, and developing training material. Coach staff in problem solving, developing expertise, and finding resources for information. Arrange for staff to attend mandatory in-services as scheduled. Monitor staff performance using data from Health Center and MLabs QA reports, occurrence reports, direct observation and other means. Do additional training as needed. Complete documentation of training,addressing any concerns with both the phlebotomist and Unit Supervisor. Assure that Quality Assurance activities are completed in a timely manner, including daily requisition QA, Waterbath QA, (Cancer Center INR QA) (Taubman Center Urinalysis Lab QA). ( Cardiovascular Point of Care Service ). Assist in development and administration of annual and new procedures competency assessment of employees. Assist in writing and updating procedure manuals. Develop and implement QA activities.
Communication: Communicate information to staff, clinics, laboratories, Outpatient, Vteam and Specimen Processing supervisors using email, memos, postings, etc. Conduct biweekly staff meetings. Participate in meetings with Supervisor and other Clinic Coordinators. Planning and implementation of new procedures. Participate in planning for and implementing of new computer system, including testing the system, training staff, and updating procedures. Contribute ideas and help implement reorganization to improve workflow.
Professional Development: Attend HRD courses, in-services, and/or meetings that contribute to professional growth. Use skills and resources to improve performance in the Outpatient Blood draw stations.
Associate's degree in Health Science field or equivalent combination of education and experience. Must know all areas of phlebotomy and be proficient in each. Demonstrated ability to work in a fast pace diverse team environment.
Knowledge of University systems, including Outlook, Payroll and Lean Practices. Prior supervisory experience highly desired.
This full time, 40 hour position is on the day shift.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.