Manager of Laboratory Support Services - CDH Processing/Receiving

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

*Ideally this candidates start time will be 8 - 9am on Monday and 4am Tues - Friday*

The Manager, Laboratory Support Services reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities:

• Leads by example; models I-CARE values (Integrity, Compassion, Accountability, Respect and Excellence) in daily work and interactions.
• Helps all employees make the connection between CDH values, their daily work and patient and customer satisfaction. Holds staff accountable for modeling service standards and behaviors.
• Sets clear expectations for continuous quality and service improvement. Uses internal and external benchmark data and best practices to establish specific targets, timelines and metrics for improvement projects.
• Encourages those who identify problems, potential solutions and opportunities for improvement. Supports and empowers staff in piloting new ideas and solutions.
• Creates an environment of partnership, collaboration, seamless quality and service enhancement across teams, departments and divisions of the organization. 
• Stays informed of current and emerging issues and trends for areas of accountability, CDH organization and healthcare industry. Communicates and educates staff on requirements, changes, advances, opportunities, directions and projections for the future.
• Thinks and acts in ways that support CDH strategy, vision and plans. Identifies opportunities for new business growth and development, expansion of current services, etc.
• Practices fiscal accountability. Encourages staff and team accountability by involving them in budget preparation, identifying ideas for increasing efficiency, cost savings, developing and growing the business and existing services.
• Measures and monitors budget and business development plans; provides ongoing updates to staff.
• Achieves or exceeds budget and business growth and profitability targets.
• Makes effective hiring decisions; completes the 90-day NEWMAN orientation process for new employees.
• Identifies staff's individual skills and interests; provides timely, positive, constructive feedback; addresses performance gaps as they occur with clear action plans and timelines for improvement.
• Supports ongoing learning and skill development for self and staff; provides coaching and mentoring; assigns stretch goals, cross-training and other opportunities for career development within CDH.
• Involves staff in planning and decision-making as appropriate. Holds staff accountable for follow-through and results.
• Facilitates change readiness and agility among staff and teams.
• Uses timely, effective communication methods to update staff on departmental and organizational priorities and progress.
• Creates a culture of respectful communication by listening, demonstrating approachability, practicing meeting, voicemail and e-mail courtesy.
• Asks for staff input; encourages diverse perspectives and solutions, drawing from staff, peers, physicians, patients and other stakeholders.
• Demonstrates ability to communicate effectively across departments and sectors of organization; within all levels of management; with patients, visitors, other customers, etc.
• Acknowledges and celebrates individual and team contributions.
• Works in a cooperative and collaborative manner with the sales and service representatives to meet new and existing client need.
• Fully supports through management accountability for customer service the growth of the reference laboratory.

Required:

• Bachelor's of Science in Medical Technology within two years of hire. 
• One to three years' experience in a CAP accredited laboratory.

Preferred:

• Three or more years' experience in a CAP accredited laboratory. 
• Medical Technologist Certification.

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. 

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.