Operations Supervisor

All employees are expected to perform their duties in alignment with the mission, vision, values, and standards of the organization.

Under the direction of the Program Manager, the Operations Supervisor is responsible for overseeing the day-to-day operational performance of the program to ensure exceptional service delivery, regulatory compliance, operational efficiency, and customer satisfaction. This role provides leadership and support to staff, manages workflow and resources, monitors quality standards, and serves as a liaison between United WestLabs, hospital partners, physician offices, and laboratory stakeholders.

The Operations Supervisor is accountable for maintaining high-quality patient care and laboratory support services while ensuring operations are conducted in a cost-effective and compliant manner.

Essential Duties and Responsibilities

Operational Supervision

• Oversee daily program operations to ensure efficient workflow, exceptional customer service, and adherence to organizational standards.
• Ensure phlebotomy services are performed professionally, accurately, and compassionately, minimizing specimen collection errors and patient recollections.
• Monitor specimen collection and processing activities to ensure specimen integrity, accuracy, and compliance with established quality standards.
• Maintain operational reports, performance metrics, and logs to evaluate program effectiveness and identify opportunities for improvement.
• Review operational data and implement initiatives that improve efficiency, service quality, and cost management.

Quality and Compliance

• Ensure compliance with all applicable federal, state, local, hospital, and company regulations, policies, and procedures.
• Monitor laboratory operations to ensure testing is performed within established turnaround time standards and that results are reported promptly to providers.
• Ensure all equipment is properly maintained, calibrated, and compliant with regulatory and accreditation requirements.
• Support quality assurance initiatives and maintain compliance with CLIA and other applicable laboratory standards.

Staff Leadership and Development

• Provide leadership, coaching, training, performance management, and employee development to promote a high-performing and engaged workforce.
• Conduct employee performance evaluations and provide ongoing feedback, counseling, and corrective action when necessary.
• Develop and maintain staffing schedules to support operational needs while ensuring appropriate coverage and productivity.
• Review and approve payroll records for accuracy and compliance with company policies.

Inventory and Logistics Supervision

• Oversee inventory management for laboratory and office supplies, ensuring adequate stock levels and timely ordering through United WestLabs or hospital partners.
• Coordinate specimen transport and supply distribution between collection sites and performing laboratories.
• Monitor fleet and transportation needs, including scheduling routine vehicle maintenance as required.

Client Relations and Communication

• Foster and maintain positive working relationships with clients, physician offices, hospital partners, and internal stakeholders through responsive service and proactive problem resolution.
• Collaborate with hospital laboratory management and United WestLabs leadership to address operational concerns and implement process improvements.
• Communicate operational issues, concerns, recommendations, and improvement opportunities promptly and effectively to appropriate leadership teams.
• Participate in training, education, and service improvement initiatives to strengthen customer satisfaction and operational performance.

Systems and Technology

• Utilize laboratory information systems, reporting tools, and web-based applications to support operational effectiveness.
• Provide feedback and recommendations regarding physician office portal access, EMR integrations, electronic result reporting, and other technology initiatives designed to improve client experience and operational efficiency.

Additional Responsibilities

• Perform other duties and responsibilities as assigned by the Program Manager, Hospital Laboratory Leadership, Hospital Executive Leadership, or United WestLabs Executive Team.

Qualifications

Education and Experience

• Clinical Laboratory Technology background preferred.
• Phlebotomy experience required.
• Minimum of five (5) years of progressive supervisory or management experience in a laboratory, healthcare, or related medical environment.
• Demonstrated experience leading teams and managing operational performance.

Knowledge, Skills, and Abilities

• Strong understanding of laboratory operations, specimen collection, and specimen handling processes.
• Knowledge of CLIA requirements, quality assurance principles, and regulatory compliance standards.
• Excellent leadership, interpersonal, coaching, and team development skills.
• Exceptional customer service and relationship management abilities.
• Strong organizational skills with the ability to prioritize competing demands and manage multiple projects simultaneously.
• Ability to analyze operational data and implement process improvements.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and related business software.
• Ability to adapt to changing priorities and operational needs.

Work Schedule Requirements

• Must be flexible with work schedules and available to work extended shifts, evenings, weekends, and other hours as business needs dictate.

Physical Requirements

• Frequent sitting, standing, and walking for extended periods (up to 8 hours per day).
• Frequent verbal communication and interaction with employees, patients, and clients.
• Occasional bending, reaching, and lifting.
• Regular use of hands for operating office equipment and performing laboratory-related tasks.
• Occasional driving between facilities and client locations.
• Frequent use of computers and keyboarding.
• Requires close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Disclaimer

The statements contained herein are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Management reserves the right to modify, add, or remove duties as business needs require.