Supervisor – Lab Support Services Call CenterFull Time
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Lab Support Services Supervisor for Mayo Clinic Lab Call center. Supports the Lab Call Center in leading and providing excellent customer service to our clinical operations and acts as an information resource at our various lab locations at both outpatient and inpatient settings.
Efficiently and effectively leads a team of lab call center representatives and manages a high volume of incoming and outgoing telephone calls. Is responsible for working cooperatively with Mayo Clinic staff, leaders, customers, and patients promoting professional and respectful interactions. Responsible for daily supervision, performance management, and development of Lab Call Center staff and high volume lab call center. Provides staff with training and training support, technical direction, development, and problem resolution. Is accountable for ensuring appropriate staffing levels and mix and coordination of staffing levels at assigned location(s) in order to meet business needs. Is accountable for staff and unit based performance management. Assists with and/or provides oversight to, and is accountable for quality and service, regulatory compliance, work unit safety, strategic planning, document management, supply and cost management, Epic lab calendars and scheduling, COVID unit, and developing and implementing new services. Participates as an active member of the leadership team and collaborates with other areas of the lab. Performs call center duties, floats to provide coverage, training duties, general workflow, and any other assigned tasks or duties as needed. Performs troubleshooting, acts as technical subject matter expert, and will be designated for downtime leadership. Works cooperatively with a wide variety of customers, as well as internal and external resources. Completes special projects or other job-related duties as assigned by the laboratory management.
The individual must demonstrate knowledge of the principles of growth and development of the life span and strong intradepartmental skills. The ability to assess data reflective of the patient’s status, scheduling, orders, and appropriately interpret information relative to the patient’s age-specific needs is required.
High School diploma/GED required.
Completion of a phlebotomy, medical assisting, MT or lab accredited program.
Must also have a national certification from an accredited association such as ASCP or AMT.
A minimum of four (4) years of experience in phlebotomy, specimen processing, clinical lab, medical assisting, patient care, lab customer service, or combination thereof, which includes two (2) years of lab supervisory, lead, or prior management experience. Experience must show progressive responsibility in previous supervisor or leadership roles.
Strongly prefer candidates with a Bachelor’s degree from an accredited institution in a biological or health related field, and a minimum of two (2) years of previous lab supervisor or leadership positions. Must have a national certification (ASCP, AMT, etc.) for phlebotomy or other related field. Strongly prefer candidates with prior lab customer service, testing and/or technical lab experience.
Demonstrated ability to provide leadership to multiple areas, (with proven effectiveness in decision making and problem solving).
Proven ability to manage multiple priorities successfully.
Demonstrated effective and excellent communication and interpersonal skills, leadership skills, and demonstrated personnel management ability.
Demonstrated effectiveness in communicating and networking across shifts
Demonstrated ability to work independently and in a team environment
Demonstrated ability to encourage and promote teamwork amongst staff
Must have strong teambuilding skills
Demonstrated ability to positively motivate staff for effective productivity
Proven ability to deal effectively with people in stressful situations
Demonstrated proficiency with computer skills and ability to learn and utilize multiple computer systems and applications
Must have strong attention to details
Must have strong customer service skills
The individual must demonstrate knowledge of the principles of growth and development of the life span, basic anatomy, physiology, basic medical terminology, and lab testing and technical terminology.
Proven ability to assess data reflective of the patient’s status and appropriately interpret information relative to the patient’s age-specific needs is required.
Prior hospital and/or clinical pathology experience preferred
Extensive knowledge and experience in managing and supervising all aspects of phlebotomy, central processing, referral labs, send outs, and/or lab call center as assigned.
Demonstrated lab customer service skills.
License or certification
ASCP, NCA or AMT
Hours / Pay period
Monday to Friday
7am-3:30pm, occasional weekends, and rotating holidays
Schedule and hours may vary to support the needs of the work unit. Scope of supervisor consists of staff that are scheduled weekdays, weekends, and overnight.
Occasional Weekends as needed.
Over the next four years, Mayo Clinic is making significant investments in both the physical and technological future of health care, through doubling the size of the Mayo Clinic campus in Phoenix, inclusive of practice, education, and research activities. Mayo Clinic’s campuses in Arizona are located in Phoenix and Scottsdale, in the beautiful Sonoran Desert. The region is known as the Valley of the Sun, a metropolitan area with more than 4 million residents in 25 cities and towns.
With Phoenix being the fifth largest city in the nation, this sunny “desert metropolis” offers the amenities of a big city in the midst of a strikingly beautiful, rugged, southwest landscape.
Scottsdale frequently earns praise as a highly desirable place to live. The city’s more than 200,000 residents enjoy a vibrant mix of culinary hot spots, arts and entertainment, professional and collegiate sports teams, and community resources. The region’s desert climate promotes an outdoor lifestyle with a full complement of sports and recreation.
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.