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Job Description

Who we’re looking for:

**The UW Medicine Department of Laboratory Medicine & Pathology (DLMP) in Seattle, WA has a fantastic opportunity for a Manager of Program Operations with the Client Support Service (CSS) Team** ! We are looking for an individual who will develop, implement, and manage the overall strategic and operating plan for the CSS unit in DLMP, with a specialized focus on supporting all our internal and external hospital and reference lab clients and patients.

Work Schedule:

+ 100% FTE

+ Monday – Friday

+ Day shift

What you’ll contribute:

_Operations_

+ Develop new policies and procedures related to the CSS.

+ Manage metrics, analyzation, process and improvements of time to answer a call, dropped calls, error rates of checking manual requisition, initiation and resolution of errors.

+ Ensure that the staffing model in Call Center is the appropriate, efficient and makes best us of DLMP resources.

+ Direct and review quality assurance, productivity and error monitors.

+ Collaborate and consult with DLMP Information Technology staff using standardized requests for services to gain appropriately formatted data to generate desired metrics for CSS.

+ Participate, monitor, and act on any required and recommended by DLMP Quality Assurance (QA) division.

+ Develop policies and procedures to ensure consistent quality and compliance with regulatory agency requirements.

+ Develop customer satisfaction surveys that include staff response to changes.

+ Create data into tables, graphs and charts for presentation purposes.

+ Direct, support design and implementation of the CSS Supervisor, manage the development of novel educational tools/programs for training and maintaining competency that ensure employees are knowledgeable of all relevant policies and procedures.

+ Oversee the CSS Supervisor and CSS staff in support of the RTS program including RTS forms, instructions, procedures, website information, etc.

_Project Management_

+ Solicit input from all levels of the section/division/department to determine needs and expectations as part of project design.

+ Oversee and provide updates regarding achieving goals related to projects

+ Oversee and provide verbal and written communication with division, internal and external clients and stakeholders.

+ Establish criteria for prioritizing projects and timelines with the aid of the Section Director, Division Head, faculty and managers.

+ Develop, present, and troubleshoot with resolution of metrics within CSS that includes but not limited to staffing, turnaround time (TAT), errors, project milestone, etc.

+ Document results in improved services or new programs that affect CSS. Use appropriate statistical analyses, present information in poster PowerPoint, and “A3” formats for review and display.

_Leadership_

+ Represent CSS activities with other sections of the SPD including Couriers, Specimen Processing, and Phlebotomy.

+ Leader representative within the RLS account management team. When required, coordinate the technical component of client bids. When the account management team has technical questions, provide accurate and timely responses or facilitate obtaining information from technical counterparts in the clinical laboratory.

+ vendors or others who have an interest in the outcome of any process or project.

+ projects such as selection and ongoing expert use of customer relationship management software, electronic document control and document scanning.

+ Lead with the Director of RTS and CSS Staff regarding RTS program priorities.

_Supervisory_

+ Supervise division, promoting a collaborative and productive environment (includes recruitment, performance evaluations, training and development, and conflict resolution consistent with the University and the Union Bargaining agreement)

+ Direct CSS Supervisor to maintain competent staff, and high-quality testing and training. Coordinate continuing education and in-service education for staff.

+ Oversee the development of training procedures and checklists to ensure competent staff.

+ Interview, hire, orient, and train new employees to maintain a qualified team; maintain documentation of training and required competencies.

+ Delegate responsibilities to CSS Supervisor duties, and tasks to optimize the use of staff time, skill, and expertise without compromising quality and adjust laboratory staff, considering workload, staff turnover, and budget; plan staff schedules and rotations; assign staff to work sections; approve and review time records to insure appropriateness of time used; act upon vacation and leave requests.

+ Review and evaluate employee performance; provide fair and immediate feedback on job performance for staff; counsel staff to improve performance as required; recommend disciplinary or remedial action as needed; develop and maintain monitoring tools and reports that provide appropriate indicators of performance.

+ Assist with payroll activities by reviewing employee timecards for accuracy and submitting approvals prior to biweekly deadlines.

+ Complete individual rounding sessions with staff and submit the summary report prior to the monthly deadlines.

What you’ll need:

Bachelor of Science or Bachelor of Arts in in Business Administration, Healthcare, Public Health or other related fields.

AND

Four (4) to five (5) years of related experience in combination to include clinical Laboratory leadership experience.

An equivalent combination of education and experience may substitute for the stated requirements.

Top candidates will have experience in:

+ Call Center experience.

+ Documented abilities with evaluation of metrics utilizing statistical, spreadsheet and graphing/charting software.

+ Extensive use of systems providing support for clinical laboratory functions, call center/client support activities and other organizational needs.

+ Project management experience.

+ Experience working in a complex environment that requires the design and maintenance of program objectives, policies and procedures.

+ Demonstrated experience to develop joint systems, resources, and shared information to ensure coordinated support of the service and to meet the service needs of clients and patients.

+ Experience developing and conducting staff training programs.

+ Experience writing/updating policies and procedures for call centers, clinical laboratory, specimen processing, phlebotomy and other medical center activities.

+ Experience at an academic medical center.

+ Experience in operations management or industrial engineering.

What we offer:

+ Vacation time and sick time off that accrues monthly, including 12 paid holidays.

+ State Employee Tuition Exemption Program covering up to 6 credits of qualifying coursework per quarter at the University of Washington or other participating colleges or universities.

+ Fully subsidized public transit pass (U-PASS) that covers multiple forms of public transportation in the region.

+ Excellent healthcare, dental, disability, retirement, and other plan options.

+ Lots of free fantastic fitness, healthy eating, finance, and stress reduction classes offered through the Whole U.

+ And much more!

About the UW Medicine Department of Laboratory Medicine & Pathology:

A regional resource for clinical laboratory services required for innovative patient care, research and educational programs, the **Department of Laboratory Medicine & Pathology (DLMP)** at UW Medicine combines the sophisticated testing and informatics capabilities of fully accredited laboratories with the resources of an academic institution in its delivery of clinical and anatomic pathology services. Recognized for excellence in clinical training, world-class research initiatives, and a commitment to community service, we serve labs and medical facilities both nationally and internationally. Please visit our website (http://dlmp.uw.edu/) to learn more about our department.

About UW Medicine:

UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team (https://www.uwmedicine.org/jobs) . Join our mission to make life healthier for everyone in our community.

Compensation, Benefits and Position Details

Pay Range Minimum:

$80,292.00 annual

Pay Range Maximum:

$120,444.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/) . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) .

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.