Company Info

Broward Health

Pompano Beach, FL, United States

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Company Profile




Lab Manager & Supervisor




Lansing, MI, United States 

Zip Code:


Employment Type:

Full time

Job Requirements:

Work Experience
• Minimum one year of leadership experience with increasing responsibility 
• Customer service experience
• Experience working in and/or supervising a fast-paced Call Center preferred
• Familiarity with Cisco Finesse or other Call Center software preferred
• Familiarity with Fleetmatics or other logistics software preferred 
Bachelors degree or an equivalent combination of schooling and experience.
Specialized Knowledge and Skills
• Strong oral and written communication skills
• Motivational skills
• Strong relationship building skills
• Excellent customer service skills
Sparrow Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
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Job Description:

General Purpose of Job:  
To provide  excellent leadership to the Call Center, Courier and Send-Out Caregivers.  Motivate Caregivers to provide outstanding service to Patients, Physicians,  and fellow Caregivers. Work cooperatively with other Laboratory leaders to deliver  outstanding service in an effective and efficient manner. Day to day  operations include but are not limited to staffing, systems, patient flow  services, expense management and logistic strategy. The Supervisor will serve  as the communication liaison between the Lab Caregivers and Outreach Manager.
Essential Duties:
This  job description is intended to cover the minimum essential duties assigned on  a regular basis.  Caregivers may be  asked to perform additional duties as assigned by their leader. Leadership  has the right to alter or modify the duties of the position.
*   Identifies  the need for improvements and assists in their implementation. Provides input  to the Manager regarding the need to restructure systems, workflows and  reporting relationship; assists in implementing identified improvements.
*   Ensure that  first line Caregivers are providing outstanding service to Patients and  clients by clearly defining reasonable expectations, providing Caregivers  with the necessary tools, and holding them accountable.
*   Drafts  policies/procedures which enhance daily operations and ensures consistency of  application.
*   Participates  in the selection, hiring, scheduling, counseling, teaching, training,  coaching, disciplining, recognition and promotion of first line caregivers  and provides input to the Outreach Manager concerning the termination of  first line caregivers.
*   Monitors  daily individual performance and resource utilization and is accountable for  the results. Conducts formal performance appraisals of first line caregivers.
*   Determines  the development needs and training opportunities of first line caregivers and  advises the Outreach Manager regarding appropriate growth opportunities.
*   Monitors  daily Quality, customer satisfaction and service utilization and initiates  short term corrective actions as needed.
*   Investigates  any unusual incidents involving staff and other department Caregivers and  takes necessary action.
*   Participates  in the development of section budgets and business plans.
*   Demonstrates  knowledge and respects Patient, service provider, organizational  confidentiality and HIPAA Security procedures and protocols as defined under  the HIPAA Privacy and Security Procedures.
*   Ensures the  Lab is consistently prepared for and in compliance with ISO certification,  CAP accreditation, and The Joint Commission accreditation standards.

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