Under the direction of the Laboratory's Operations Manager, Administrative Director, and Medical Director, the Client Services Supervisor provides daily leadership to support services sections of the Laboratory; including phlebotomy, specimen processing, and reference lab testing to ensure efficient and high-quality Laboratory services are provided.

• Follows established hospital and departmental precautions and procedures in the performance of all job duties to ensure a safe work environment for patients and others to include as appropriate:

oDemonstrates appropriate hand hygiene

oDemonstrates use of two patient identifiers

oDemonstrates effective communication "hand offs" between providers, shifts, departments, etc.

oDemonstrates use of proper precautions, including use of appropriate personal protective equipment

• Supervises support services sections of the Lab, including Data Processing, Phlebotomy, and Send-outs
• Collaborates and provides leadership to department coordinators who oversee routine day-to-day activities and holds scheduled recurring staff meetings to communicate changes or concerns and elicit feedback from staff members.
• Ensures staff member adherence to support services policies and procedures to ensure delivery of quality laboratory services. Ensures staff compliance with medialab assignments.
• Participates in recruitment activities with the Lab Ops Manager for support services staff, including review of candidate applications, conducting interviews, and communicating recommendations for candidate selections.
• Coordinates all orientation, training, and competency activities for support services staff and students within Data Processing, Phlebotomy, and Send-outs.
• Ensures support services work schedules and assignments are within the constraints of the operating budget and arranges coverage for efficient use of personnel.
• Monitors support services workload to ensure appropriate staffing levels; initiates adjustments in workload or staffing levels to ensure productivity is maximized. Seeks out and evaluates opportunities to achieve effective workload management and readily shares staff between areas, as necessary.
• Ensures adequate inventory of supplies for support services sections.
• Assists Administrative Director with preparation of annual operating and capital budgets for support services sections.
• Ensures compliance with local, state, and federal regulations, as well as The Joint Commission and College of American Pathologists accreditation requirements.
• Communicates regularly with staff, keeping them informed of organizational and departmental change; encourages staff to communicate openly about problems, concerns, and suggestions. Promotes participation in decision making as appropriate; keeps the Laboratory Operations Manager and Administrative Director current with all activities in the laboratory.
• Ensures support services equipment is maintained in good working order. Coordinates servicing of equipment, as needed, in a timely manner.
• Performs computer-related activities as required to monitor quality, workload, implementation of new procedures, and maintenance of laboratory data.
• Supervises the send out testing program, including regular review of reference lab utilization and expense and holding reference labs accountable for high quality service. Assists enterprise with in-sourcing initiatives.
• Functions as the Lab's liaison with research staff to ensure appropriate procedures are implemented per research protocol.
• Collaborates with clinical services sections of the Laboratory. Regularly seeks feedback from section supervisors.
• Provides counseling and mentorship for support services staff ensuring compliance with department policies and procedures.
• Acts as a role model in consistently observing all safety and infection control policies and procedures.
• Performs timekeeper activities in timekeeper system. Ensures compliance with timekeeping policies.
• Collaborates with Laboratory leadership team and medical director to develop, modify, and implement section activities that support departmental goals and objectives.
• Participate in departmental and hospital meetings, committees, and programs, as appropriate.
• Ensure customers are satisfied with our services and quality according to established policies and procedures and responds to patient complaints or RL solution reports.
• Serves as a resource to all staff and customers within and outside of the Laboratory.
• Consistently demonstrates effective leadership, organizational, planning, and interpersonal skills and abilities.
• Provides feedback on employee performance to Lab Ops Manager or Administrative Director and participates in staff member performance review.
• Monitors and responds to Patient Experience scores or other satisfaction ratings on a regular basis
• Functions as a team player, assisting in any area when needed.
• Performs other duties as requested

About Brigham & Women's Faulkner Hospital

Brigham and Women's Faulkner Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community.We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender identity, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

Brigham and Women's Faulkner Hospital is a 171- bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum.Founded in 1900, Brigham and Women's Faulkner Hospital offers comprehensive care in a wide variety of specialties.Brigham and Women's Faulkner Hospital is a designated Magnet hospital by the American Nurses Credentialing Center, a recognition that fewer than nine percent of all US hospitals receive.

At Brigham and Women's Faulkner Hospital, we believe that everyone should have the chance to live a healthy life. From creating breakthroughs that have paved the way for treatments around the globe to training the next generation of providers, our patients, and those we may never meet, are at the center of everything we do. If you're looking for more than a career, join Brigham and Women's Faulkner Hospital.Our patients call it better care.Our employees call it home.

• High School Diploma or equivalent required; Associate's degree preferred.
• Phlebotomy certification preferred
• Minimum of 3 years supervisory experience required.
• Minimum of 5 years phlebotomy experience required.
• Must demonstrate annual competency in assigned tasks.
• Proven leadership and coaching skills; effectively supervise staff and provide support with day-to-day operations.
• Ability to multi-task and possess a proactive attitude.
• Strong oral, written, and interpersonal communication skills
• Computer proficiency.

Brigham and Women's Faulkner Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.