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Internal Operations Manager (X-ray Dispatch)
- Provide a consistent level of leadership, mentoring and coaching to internal operations personnel. This includes providing written and verbal performance feedback.
- Plan, direct, or coordinate the operations of the various internal operations teams.
- Reports administratively and operationally to the Director of Internal Operations and clinically to the Laboratory Manager.
- Ensure evaluations are completed for all team members.
- Monitor the internal operations staff productivity and ensure the necessary steps are taken to assist those employees who fail to meet the established productivity standards for their respective position. When needed, conduct a root cause analysis to address any issues affecting the level of service or productivity.
- Maintain a positive working atmosphere by ensuring the fair and consistent treatment of all personnel
- Work with the IT department to ensure all equipment and systems are properly functioning
- Maintain an adequate staffing level
- Oversee the cross training of all personnel
- Establish a working relationship with other internal operations managers and directors and share best practices
- Consistently analyze the call volume to ensure service levels are being maintained by utilizing the Mitel Contact Center phone system & reporting functions.
- Ensure the established service level goals are being met on a consistent basis
- Monitor the Turn Around Times (TAT, STAT TAT) to ensure the agreed upon time commitments are met.
- Ensure the proper utilization of field personnel including phlebotomists and couriers
- Hold monthly meetings with personnel to review results, ask for input and keep the team informed
- Ensure timely processing of payroll by supervisory team.
- Ensuring that staff understand how to operate and utilize tools required to complete duties assigned: general computer use and operations
- Oversees preparation of all daily work assignments and communication throughout the shift.
- Works cooperatively with all other departments.
- Manage in-servicing of personnel regarding safety, company changes in policy, procedures and local, state and Federal Compliance.
- Promptly answer incoming communication (phone or email) and accurately respond to requested information.
- Handle major escalated issues that cannot be managed by supervisory team.
- Perform other miscellaneous duties as required
- Ensure policies and procedures are kept up to date and are made available to the team.
- Ensure that the area is a clean and safe environment.
- Informs HR immediately of any incidents or injuries.
- Works closely with the Director of Operations, Regional Phlebotomy Managers, Area Managers, Phlebotomy Supervisors and Territory Managers to meet business needs and company’s turnaround goals.
- Works diligently with QA department to evaluate, enhance and maintain designated quality levels of service.
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