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Job Information

Fresenius Medical Care North America Supervisor Specimen Resolution - San Diego Base in San Diego, California

Job ID 20000INW

Available Openings 1

Position Specific Information

Regular, Full Time Role: Tuesday through Saturday 9:00am - 5:30pm

PURPOSE AND SCOPE

The supervisor is responsible for maintaining the daily operation of workflow between the Laboratory and Customer Service. Supervising, developing and mentoring a staff of professional team players is essential in providing quality customer service while dealing with problem research and resolution. Their responsibilities include working with all levels of management required to achieve a strong and productive work environment. These departments include C\S, Lab, IS, Billing, QA and Administration. The Supervisor acts as a liaison between Laboratory Operations and Customer Service. Daily functions include coordinating work flow, projects and attending meetings. Supporting, maintaining and implementing changes in our internal systems when needed, while learning and supporting our client’s external systems.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Supervise the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.

  • Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.

  • Supervise the S\R staff and support them throughout the day when needed in problem resolution. Especially during peak volume days, holidays and go live days. Adjusting shifts and work hours in order to meet the volume when needed.

  • Interview, Hire, develop, supervise, discipline, and recommend career advancement/ termination (if necessary) of assigned Personnel

  • Develop work flows and procedures for S\R department using the ISO process. Insure all staff are in serviced and trained.

  • Support management in providing leadership and quality work with in all aspects of Customer Service.

  • Train staff in Customer Service phone skills so they can initiate contact with our customers and complete the problem resolution process.

  • Support the continuous knowledge and testing on both external and internal client systems.

  • Provide heavy interaction between S\R, C\S, Lab and Technical Support when resolving complex orders and tests.

  • Extensive knowledge in the workflow and process of laboratory systems required.

  • Support, develop, implement and validate testing and development on any new processes or systems.

  • Create Service Requests or Problem Logs as required.

  • Recognize system issues and react accordingly to the appropriate department. Working closely with Operations and IS to ensure correction of problem. Contact management of status or escalate the problem to the next level

  • Support and supervise workflow for special projects and develop teams to work on them.

  • Develop and write procedures for routine process, test plans, compliance and continuous training.

  • Support and back up the Customer Service Supervisor as required including customer follow-up and resolution of issues.

  • Responsible for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations.

  • Interact daily with subordinates and/or functional peer groups. Interaction normally involves the exchange or presentation of factual information.

  • Assist with various projects as assigned by a direct supervisor.

  • Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS :

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • On call duty required.

SUPERVISION:

May be responsible for the direct supervision of various levels of specimen resolution staff.

EDUCATION :

Bachelor’s Degree required

EXPERIENCE AND REQUIRED SKILLS:

  • 2 – 3 years’ experience in a medical laboratory, 1 – 3 years’ experience as a Supervisor

  • Must have excellent interpersonal, customer service and communication skills, able to teach and explain procedures clearly.

  • Must be patient and flexible.

  • Analytical and problem resolution skills required.

  • Strong oral and written communication skills.

ADDENDUM:

Laboratory –Site Specific

  • Asdirected by the manager, this position may be responsible for theadministration of the daily business operations.

  • Collaboratesclosely with other laboratory managers and other departments to help withthe administration of programs for the location.

  • Supportsand drives the company’s quality standards through meeting regulatoryrequirements.

  • Responsiblefor the overall facility operations of the building.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

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