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. 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. Assist with workflow in unit to ensure proper service levels are met.
Personnel: Schedule staff appropriately to cover all areas, including weekends and holidays. Approve PTO requests based on available staffing. Record biweekly time by the Wednesday preceding end of pay period. Send changes to payroll by 8 AM Monday following end of pay period. Monitor and record unscheduled absences, apply progressive discipline policies regarding attendance according to department guidelines. Conduct annual performance evaluations. Document and discuss staff behavior and work performance issues.
Training/Quality Assurance: Assist Training Coordinator in training, documentation of training, and developing training material, according to Procedure 603 Specimen Processing Training Program. 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. Assure that Quality Assurance activities are completed in a timely manner, including daily Health Center requisition QA, MLab requisition QA, Callback log QA. Assist in development and administration of annual competency assessment of employees. Assist in writing and updating procedure manuals. Develop and implement QA activities.
Communication: Communicate information to SP staff, laboratories, and SP supervisor using e-mail, memos, postings, etc. Conduct weekly staff meetings. Participate in meetings with Supervisor and other Clinic Coordinators.
Planning and implementation of new procedures: Participate in planning for and implementing new computer systems, 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 SP.
- Associate's degree in Health Science field or equivalent combination of education and experience.
- Demonstrated ability to work in a diverse team environment.
- Knowledge of University systems, including Outlook, Payroll and Lean Practices.
- Prior supervisory experience highly desirable.
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.