A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Michigan Medicine Laboratories (MLabs) Operations Manager provides leadership, management, and support to ensure the operational aspects of MLabs business run efficiently within the Department of Pathology to meet the service expectations of our clients and provides supervision and oversight to MLabs Client Services and Consult Accessioning.
The Operations Manager interfaces closely with the business development manager and national sales manager to receive opportunities for service delivery and recovery and translate the issues facing external stakeholders into problem-solving and solutions formed via collaboration with internal stakeholders (i.e., Department of Pathology supervisors, faculty, and staff). The Operations Manager works with the Operations team, marketing, and trainer educators to develop and communicate client specific protocols and facilitate their adoption. This position shares responsibility for MLabs Quality Assurance Program.
Supervise direct reports under the Operations arm of MLabs division, including MLabs Client Services Supervisor, Consult Accessioning & NLNC Supervisor, Process Improvement Specialist, IT Analyst, and other staff as assigned. Promote employee job satisfaction and professional growth. Build team engagement with a focus on trust and cooperation. Responsible (directly or indirectly) for all subordinate staff activities related to human resource management (recruitment, hiring, onboarding, promotion, salary changes, performance coaching, disciplinary actions, mandatory competencies, and annual evaluations).
Participate in division and department meetings for managers to support professional development and encourage alignment of managerial style and culture.
Implement and manage all operational processes required to meet the service expectations of MLabs clients. Works closely with MLabs Business Development to provide operational support to Sales, Marketing, and Client Liaison teams.
Manage MLabs Quality Assurance Program, including performing or coordinating root cause analysis and resolution of reported error/incident reports, management of Patient Safety Reporting (RM Pro), Call Center statistics, and utilization reporting. Monitor existing QA indicators and continue to develop and implement additional Quality Assurance plans as needed for clients, managed care contracts, or internal operations.
Coordinate and collaborate with Department of Pathology supervisors and other staff to ensure compliance with MLabs policies and procedures and respond to related client and laboratory concerns. Administer new client start-up process including coordination with Specimen Processing, Patient Service Centers, Laboratories, Pathology Informatics, and Billing to ensure a successful outcome. Represent MLabs on AP and CP Operations, QA, Safety, and other committees as assigned.
Develop and review processes related to MediaLab document control software to ensure compliance with new and existing Michigan Medicine or Department of Pathology requirements. Such processes may include development and/or review of written MLabs policies and procedures.
Development and maintenance of MLabs Test Requisition and other forms, test packaging kit design and content, clearly written reference guidelines for specimen collection, handling, and transport for various sub-specialty services (e.g., flow cytometry, renal, muscle, nerve biopsies, etc.), and other activities related to MLabs operations.
Support MLabs client education, including performing or coordinating the preparation of weekly Test Updates and website support.
Manage and coordinate client courier and shipping needs and receipt of specimens by the Department of Pathology and performing laboratory.
In order to be considered for this position the applicant must have met or will have met all the required qualifications prior to the start date of employment.
Bachelor’s degree in science, business, or related field.
Minimum two (2) years of experience in a managerial position within a clinical laboratory, academic health system, or the reference laboratory industry.
Knowledge of legal and regulatory requirements pertinent to reference laboratory business.
Demonstrated commitment to patient and family center care.
Demonstrated commitment to Service Excellence.
Demonstrated excellence in attention to detail.
Superior verbal and written communication skills.
Strong computer skills with proficiency in MS Office Suite applications (including Excel and Visio).
Seasoned interpersonal, negotiations, and leadership skills required to influence and promote positive team dynamics.
Bachelor's degree in medical technology.
Minimum five (5) years of experience working in a clinical laboratory.
Minimum three (3) years of experience working in the reference laboratory industry.
Ability to analyze, compare, and evaluate various courses of action and be able to make recommendations to enhance operations.
Experience with hospital (EPIC) and laboratory information systems (SOFT).
Experience with Salesforce CRM.
This full time, 40 hour position is on the day shift, hours will be Monday-Friday 8am to 5pm.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.