Laboratory Corporation of America Director of Operations in Dublin, Ohio
We are searching for a results driven Operations Director to lead our North Central East Region operations.
This role leads the regional Phlebotomy, Courier/Logistics, Day/STAT laboratories and Accessioning Teams.
This position is based in Dublin, OH (consideration will be given to internal applicants for remote locations).
You must have the ability to relate professionally and deliver messaging with all levels of the organization throughout multiple geographies, strong analytical abilities, the ability to motivate others, strong organizational and research skills, excellent time management, exemplary written and verbal communications, and great people leadership capabilities.
Through Field Operations and People management, this role will focus on four primary areas:
Quality and customer care
Development of efficiencies in supply chain and diagnostics -- Financial/Project acumen
Service to internal and external clients
Regulatory Compliance and focus
Monitor and track delivery to ensure that thresholds for service are met
Track and analyze productivity metrics for each field operations area against the company productivity standard:
Accessioning -- ensure target metrics are hit based on req type
Phlebotomy -- measure the performance scorecards of staff, Net Promoter Scores (NPS), and track monthly P&L for each patient service center as it relates, headcount, revenue to expense, and overtime.
Logistics -- vendor cost and overtime analysis, and maintain efficiencies in courier routes
Laboratory -- ensure metrics are met in time sensitive day/STAT labs; monitor customer/client service goals and ability to reach TAT objectives
TSA/CTA labs -- monitor costs and ensure compliance with contracts. Make recommendations on contract changes to ensure adequate margin.
Work collaboratively with cross functional teams to identify value added services and address the resources and operational needs of the sub-division necessary to contribute to client and patient satisfaction
Review the staffing models to address inefficiencies and implement changes when necessary and oversee process to approve/deny headcount requests
Drive customer and patient satisfaction ensuring timely responses to all matters, includes monitoring and creating actionable strategies to improve NPS results
Monitor the overtime spending, contract labor, travel and overall budget on a regular basis to ensure proper allocation of cost and labor
Work directly with the sales and leasing team to analyze and assess the operational requirements to open new and evaluation of existing patient service site locations: example activities include allocation of space needs and site set-up, staffing needs, and adherence to regulatory compliance standards;
Continuously assess the health of field operations to further efficiencies, focus on quality and improve production to drive the achievement of the division's goals and objectives
Report any performance, compliance or staffing related issues as it relates to company SOPs and protocols, confidentiality, and state/federal regulations
Travel as required throughout 3 state region including overnight travel as necessary (approx. 15-20%)
Oversee and manage a team of managers and coach, support and provide guidance to managers on how best to assess and manage employees' performance
Develop a positive work environment and drive employee engagement to improve performance and reduce employee turnover
Maintains the required staffing levels to meet performance targets and ensure staff is properly trained
Monitor team's performance and ensure proper resources for team members to do their job effectively
BS/BA degree w/7-10 years of related experience
2+ years of experience managing people including Team Lead/Supervisor level and above staff and indirect leadership of large sized teams (250+ employees) spread across multiple geographies.
Working knowledge of the laboratory, phlebotomy, accessioning and logistics functional areas highly preferred.
Prior medical technologist experience highly preferred.
Experience managing a large, decentralized team as well as customer and vendor relationships
Excellent communication skills; both written and oral; experienced communicating with all levels of an organization across multiple geographies
Experience with managing costs and the overall departmental budget
Strong leadership, development, organizational and time management skills
Prior experience in supply chain and operations management preferred
Ability to problem solve customer issues
Working knowledge and adherence to compliance standards set forth by federal/state and diagnostic laboratory regulations highly preferred
Must have a Valid Driver's License.
Physical Demands: Speech clarity, utilization of fingers and hands, standing-remaining on one's feet in an upright position, sitting-remaining in the normal seated position, handling-seizing, holding, grasping.
Additional job duty (as assigned): (Hazardous Chemical Waste Management) Proper identification of known hazardous material in the work place. The knowledge of personal protection measures. The avoidance of accidents.
Proper handling and container management, labeling, container and storage inspection.Working Conditions: Possible exposure to infection from disease-bearing specimens; regularly exposed to the risk of blood-borne diseases; must comply with applicable safety procedures.
Monday - Friday (8:00am - 5:00pm)
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.