Supervisor, Outpatient Lab

St. Luke's University Health Network; Bethlehem (Northampton County); On-site; USD 65,000 - 90,000; Full time

Job summary

St. Luke’s University Health Network is seeking a Lab Outreach Supervisor to lead outpatient lab phlebotomy teams, oversee daily PSC operations, and ensure quality and safety across locations.

You will collaborate with regional leadership on HR initiatives, staff development, and budget considerations. The role requires hands-on leadership, strong customer service, and adherence to regulatory standards, with frequent travel to patient service centers.

Qualifications

• Associates or Bachelors required; Masters preferred.
• Min. 2 years of successful phlebotomy experience required or 3 years progress with documented leadership development plan.
• Two years supervisory experience preferred. Excellent customer service and interpersonal skills required.

Responsibilities

• Demonstrates first-level, hands-on leadership skills.
• Supervises outpatient lab phlebotomists/front-line staff for assigned team; collaborates with Regional Manager on HR activities.
• Responsible for setup, daily operations and site performance for PSCs in the assigned territory, ensuring coverage and staff training.
• Meets performance metrics related to patient satisfaction, employee engagement, and quality for the territory.
• Troubleshoots equipment, procedures, employee and patient issues; conducts patient service recovery when needed.
• Maintains effective communication with the team and operational leadership.
• Ensures safety, compliance, and regulatory policies at PSCs, prepares for inspections, and ensures documentation and training as needed.
• Serves as a subject matter expert for hospital information systems and lab workflows.
• Maintains confidentiality of all materials and adheres to information release policies.
• Provides input to Region Manager for annual budget and explains variances.
• Travels frequently to PSCs to support job responsibilities.

Skills

Leadership

Supervisory

Customer service

Communication

HR activities

Education

Associates or Bachelors; Masters Preferred

Tools

Microsoft Word

Excel

Job description

St. Luke’s is proud of the skills, experience and compassion of its employees. The employees of St. Luke’s are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient’s ability to pay for health care.

The Lab Outreach Supervisor is responsible for managing the assigned staff as well as overseeing the daily operations of their assigned outpatient lab patient service centers. The Supervisor is responsible for performance objectives across PSCs/a team within an entity. Ensures the quality of service is standardized and meets the minimum standards of laboratory accrediting agencies at all locations. Ensure the seamless collection of patient specimens in a safe, convenient, and professional environment, while establishing a highly positive working environment for our phlebotomy team.

JOB DUTIES AND RESPONSIBILITIES:

• Demonstration of first level, hands-on leadership skills.

• Supervises outpatient lab phlebotomists/front line employees for assigned team. Work in collaboration with Regional Manager on HR activities (development, coaching, councils, discipline, employee rounding, communications, employee performance feedback/reviews, payroll, etc.). Will engage appropriate leadership resources for support as appropriate.

• Responsible for the set-up, daily operations, and site performance for the PSCs in their assigned territory. Ensure site coverage and manages training and performance of staff.

• Meet performance metrics & expectations related to Patient Satisfaction, Employee Engagement, and Quality for their assigned territory.

• Troubleshoots equipment, procedural, employee and patient issues. Acts promptly to investigate/resolve complaints and/or problems, patient safety events, etc. Conduct patient service recovery as needed while engaging appropriate leadership resources for support as appropriate.

• Maintains effective communication with assigned team of employees and operational leadership team.

• Responsible for adherence to safety, compliance, and regulatory policies /protocols at PSCs and across assigned team. Prepares for and ensures compliance, at all aligned PSCs, with all regulatory inspections (JC, CAP, DOH). Ensures documentation and remedial training is completed as necessary. Ensures quality of service is standardized and meets minimum standards of laboratory accrediting agencies at all locations.

• Serves as a subject matter expert for their team for hospital information system and stays up to date with all information pertaining to department and job functions.

• Maintains working knowledge of policies/procedures pertaining to Lab Outreach.

• Demonstrate proficiency in Lab Outreach and registration workflows.

• Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.

• Provides input to the Region Manager for annual budget and to explain variances.

• Maintains cost effective inventory at PSCs.

• Demonstrates competency in assigned areas of responsibility.

• Frequent travel to patient service centers in support of job responsibilities.

• Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.

• Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.

• Demonstrates/models the Network’s PCRAFT values during interactions with all customers.

• Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.

• Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices

• Complies with Network and departmental policies regarding attendance and dress code.

• Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.

• Other related duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Ability to operate a motor vehicle in order to travel to any Lab Outreach patient service center or St. Luke’s location. Sitting up to 6 hours per day, up to 2 hours at a time.Seeing as it relates to normal and peripheral vision.Ability to use upper extremities for occasional lifting and frequent carrying of objects weighing up to 15lbs and push up to 250 lbs in a wheelchair.Ability to stoop/bend.Hearing as it relates to normal conversation and telephone use.Ability to read and write English.

EDUCATION:

Associates or Bachelors Required; Masters Preferred

TRAINING AND EXPERIENCE:

Min. 2 year of successful phlebotomy experience required or 3 years progress with documented leadership development plan required.Two years supervisory experience preferred. Excellent customer service and interpersonal skills required.Computer experience with Microsoft Word and Excel required.Knowledge of medical terminology preferred.

St. Luke’s University Health Network is an Equal Opportunity Employer.