Supervisor - Exception Handling - Full-time

Position Summary:  Responsible for supervision of staff in the Exception Handling Department.  The Exception Handling Department is responsible for problem solving issues such as sample integrity, volume, test clarification, patient name discrepancies and/or questionable results. This position serves as a resource for specimen and testing information to both clients and/or CPL remote locations. This position also serves as a resource for specimen handling information and as a problem solver for resolution of specimen handling issues for the SW Division and all divisions of Sonic Healthcare USA (SHUSA). The Exception Handling Supervisor adheres to departmental policies and procedures to include department programs, quality improvement and safety and must project a professional image through telephone communication to clients and/or CPL remote locations and SHUSA divisions.

Principal Responsibilities:

Utilizes supervisory and technical skills and abilities to effectively direct the handling and processing of specimens.

• Follows laboratory procedures in resolving problems.
• Correctly identifies the problem and resolves the issue internally if possible.
• Resolves the issue by using resources in other departments within CPL.
• Must be familiar with the appropriate protocol for ordering, crediting, noting out and canceling tests in the Laboratory Information System (LIS).
• Provides a link between the technical sections of CPL and customer service and/or CPL remote locations.
• Must be familiar with current work lists and how to track all ordered tests analyzed.
• Must be familiar with test requesting, labeling, specimen storage and retrieval, how to track all specimens received for testing.
• Provides specimen requirements, reference ranges and information on specimen stability.
• Document all communication for appropriate follow-up.
• Receives and initiates communication from/to customer service/CPL remote locations to discuss resolution of problems.
• Follows all compliance policies.
• Determines specimen acceptability, consulting with managers, technical staff and/or pathologists as needed.

Utilizes job knowledge, judgment, and problem solving skills to ensure quality

• Follows laboratory procedures for specimen processing.
• Understands and follows all safety, infection control and OSHA Blood Borne Pathogen guidelines.
• Correctly identifies proper tubes, containers, transport media and storage temperature for each test type.
• Determines specimen acceptability, consulting specimen requirements in the Laboratory Information System.
• Responsible for departmental training programs. Maintains and updates departmental procedures. 
• Responsible for departmental quality assurance programs.
• Utilizes appropriate resources to answer inquiries for basic customer related issues.
• Utilizes and participates in the budgeting of appropriate resources for proper specimen processing
• Communicates effectively with both internal and external clients to notify them of specimen handling issues. 

Effectively utilizes departmental resources

• Demonstrates efficiency by performing procedures rapidly and determining priority.  Strives to train and assist staff to achieve high levels of productivity.
• Utilizes and responsible for obtaining appropriate supplies with minimal waste.
• Oversees equipment to maximize efficiency and minimize down time.  Responsible for monitoring performance of routine equipment maintenance.
• Utilizes unstructured time constructively.
• Trains and maintains team leaders/assistants to perform all critical tasks necessary to effectively operate in the supervisor’s absence. 

Utilizes personal and professional skills to promote client relations.

• Communicates with laboratory staff and its clients to ensure quality patient care.
• Maintains and supports a service oriented relationship with its customers.
• Respects and maintains the confidentiality of information relative to clients and patients.
• Responsible for the maintaining a positive work environment.

Responsible for Exception Handling staff

• With VP, the hiring and firing of staff
• Training of staff
• Scheduling of staff
• Continuing education of staff
• Performance Evaluation and compensation for staff

Enthusiastically performs miscellaneous duties with completion in a designated time frame.