System Manager, Lab Customer Service

Corewell Health; Royal Oak (MI); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

On-demand pay

Discounts directory

Comprehensive benefits

Job summary

Corewell Health in Royal Oak, MI seeks an experienced operations leader for the Lab/Customer Service area. You will oversee daily operations, quality control, budgeting and staff supervision to ensure compliant, efficient service delivery.

The role emphasizes regulatory adherence, process improvement and collaboration with senior leadership to support patient care and departmental objectives.

Qualifications

• Bachelor's degree required; equivalent experience may be considered.
• 3–5 years of management/supervisory experience in customer service.
• 1–3 years of processing/phlebotomy experience.
• License/certification in area of specialty preferred; MI chauffeur license upon hire.

Responsibilities

• Plan, organize and control all operational aspects of the department.
• Maintain budgets and monitor financial performance.
• Ensure quality control and regulatory compliance across processes.
• Supervise staff: hiring, training, evaluations, and scheduling.
• Develop policies to meet safety and patient care standards.
• Lead communications with upper management and attend meetings.
• Handle client set-up, inquiries and service delivery of results.

Skills

Customer service leadership

Operations management

Staff supervision

Budgeting

Quality improvement

Education

Bachelor's degree

Tools

EPIC

Job description

Job Summary

Responsible for all daily operations and services of customer service including equipment, policies/procedures, quality, safety, personnel, and financial activities in accordance with all regulatory/accrediting agencies' requirements, and corporate/laboratory standards of operations. Reports to the VP, Laboratory services.

Job Summary

Responsible for all daily operations and services of customer service including equipment, policies/procedures, quality, safety, personnel, and financial activities in accordance with all regulatory/accrediting agencies' requirements, and corporate/laboratory standards of operations. Reports to the VP, Laboratory services.

Areas Of Responsibility

Customer Service

Imaging/Store Room

Essential Functions

• Operations: Plans, organizes, maintains and controls all operational aspects of his/her assigned department including operations of equipment and process workflows; evaluation and implementation new technology and service alternatives. Maintains Outreach client retention through timely and accurate services and resolution of complains and concerns. Maintains consistent communication with the VP, Lab services.
• Financial: Establishes department operating budget; maintains operational budgets within budget plan.
• Quality: In compliance with various regulatory and accrediting agencies, maintains quality control review and records of all equipment; creates, monitors and reports on quality assurance metrics; reports and follows through on RL Solutions; continually strives for quality improvements within the department.
• Supervision of laboratory personnel: Interviews and selects new staff; responsible for orientation, training, continued competency of all staff; staffing schedule, performance evaluations; provides resources and environment for development and continuing education. Holds staff meetings; maintains open communication with direct reports. Identifies and reports recommendations for staffing needs with the development of departmental objectives including costs/benefits, resources, and potential changes in responsibilities and/or staff re-scheduling; implements latter as approved; recommends salary adjustments of direct subordinates.
• Policies and procedures: Formulation, implementation and maintenance of operational and technical methodology policies and procedures to meet quality standards for patient and clinical services, to satisfy all related corporate and laboratory regulatory and accrediting agencies requirements, and to meet patient and employee safety standards.
• Management resource of the area: Able to perform, discuss and consult on his/her operational procedures and activities; prepares/presents proposals, summary reports for upper management as requested. Attends committee meetings as required/requested. Maintains/ participates in continuing education.
• Customer Service: Responsible for handling new client set-up, resolution of incoming client phone call questions, and complaints/concerns; delivery of test results by phone, fax and/or mail.
• Manages the human resources of the department to ensure the quality of work and achievement of department goals. Councils and disciplines staff to ensure quality of work and adherence to Hospital Policies and Procedures in compliance with all Federal and State regulations and contractual agreements.
• Assists on special projects as assigned by upper management. Also assists on bench when needed.

Qualifications

• Required Bachelor's Degree Couriers: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree.
• Required Bachelor's Degree Customer Service, Imaging/Storeroom: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree.
• Required Bachelor's Degree Phlebotomy: Bachelor of Science.
• Required Bachelor's Degree Processing: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree.
• Required Bachelor's Degree AP/CP Office: Bachelor’s degree required. Equivalent years of experience may be considered in lieu of the degree.
• 3 years of relevant customer Service: 3 – 5 years’ management/supervisory experience. Required
• 1 year of relevant processing, Phlebotomy: 1-3 years’ management/supervisory experience; 1-3 years specimen processing/collection experience. Required
• CRT-At least one License and/or Certification in area of specialty - preferred
• LIC-Chauffeur License - STATE_MI State of Michigan Couriers Upon Hire required
• CRT-EPIC Clinical Informatics - UNKNOWN Unknown Processing (Outreach only) Upon Hire required
• CRT-Medical Laboratory Scientist - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred
• CRT-Medical Technologist, Certified (MT) - ASCP American Society for Clinical Pathology Phlebotomy Upon Hire preferred

Physical Demands

• Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
• Waist to Waist > 5 lbs: Seldom up to 10 lbs
• Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
• Waist to Overhead > 5 lbs: Seldom up to 10 lbs
• Bilateral Carry > 5 lbs: Seldom up to 10 lbs
• Unilateral Carry > 5 lbs: Seldom up to 10 lbs
• Pushing Force > 5 lbs: Seldom up to 10 lbs
• Pulling Force > 5 lbs: Seldom up to 10 lbs
• Sitting: Frequently
• Standing: Occasionally
• Walking: Occasionally
• Forward Bend - Standing: Seldom
• Forward Bend - Sitting: Occasionally
• Trunk Rotation - Standing: Seldom
• Trunk Rotation - Sitting: Occasionally
• Reach - Above Shoulder: Seldom
• Reach - at Shoulder or Below: Seldom
• Handling: Occasionally
• Forceful Grip > 5 lbs: Seldom
• Forceful Pinch > 2 lbs: Seldom
• Finger/Hand Dexterity: Frequently
• Visual Acuity ¹[None = No; Seldom = Yes]: Seldom

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Royal Oak Hospital - 3601 W 13 Mile Rd - Royal Oak

Department Name

Reference Lab CHE - Parent Entity East

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

9 a.m. to 5 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.