Supv, Spec Mgmt Training - ESO req81340 in Cleveland, OH at Quest Diagnostics

Date Posted: 11/9/2021

Job Snapshot

Job Description

Supv, Spec Mgmt Training - ESO - Cleveland, OH - Tuesday thru Saturday 4:00am to 12:30pm

Know that there are people behind the data.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

As a Specimen Processor you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, our Specimen Processors play an essential role in our success and provide a critical service responding to the often pressured requirements of accurate diagnoses. As a career, it offers a unique opportunity to learn and develop a profession offering long-term stability and development. You can also earn a competitive salary and great overtime, while growing your own career.

Under the supervision of the Specimen Processing Manager, the Training Supervisor has 15-20 direct reports includes dedicated Trainers  and Specimen Processing Technicians..  The Training Supervisor is responsible for developing, reviewing and coordinating training activities in all phases of Specimen Processing, Tech Ops and Problem Resolution for Esoteric Operations.  The Training Supervisor analyzes performance metrics and reports Dashboard metrics in collaboration with peer Esoteric Operations Training staff across multiple sites to ensure standard processes.  Develops training content, competency, oversees new hire, department Onboarding, process mapping and acts as subject matter expert to improve quality systems (includes LIS conversion) and improved workflow.  The position is responsible for providing input to supervisors, department trainers, QA auditors and Problem Resolution Techs regarding training updates and annual competencies.  The Training Supervisor works in conjunction with Client Services and Commercial leadership to provide ongoing training support to hospital based processing employees. 

Principal Duties:
1.            Plans and conducts training in department procedures, company policies, government regulations, problem handling techniques, soft skills, technology, and new hire training. 
2.            Works with the Specimen Processing leadership to define and execute strategies to improve customer experience and exceed service goals; provides feedback to leadership on training progress.
3.            Coaches and trains new hires and experienced staff to improve productivity, reduce operating expenses, retain customers, and reduce employee attrition. Facilitates learning by varying delivery style and adapting to the needs of the learner.
4.            Reviews Specimen Processing Standard Operating Procedures Manual on an annual basis and ensures departmental compliance.  Identifies need for revisions and/or additional SOPs as indicated.
5.            Identifies and defines present and future training needs and methodologies by conducting needs analysis.
6.            Maintains all training materials and required employee documentation timely.
7.            Provides support to department leadership for special projects and new business initiatives.
8.            Attends meetings and training sessions, including external training classes where required.
9.            Prepares presentation of key performance indicators; identifies program success and areas of opportunities 
10.          Represents Esoteric Operations in enterprise-wide Best Practice meetings
11.          Participates in staff development and collaboration with manager and other supervisors in Talent Review and Career Path development
12.          Performs other duties as assigned.

Job Requirements/Environment:
1.            Demonstrated proficiency and understanding of all job duties and SOPs related to the Specimen Processing Department, Tech Ops Department and Hospital Processing functions, and how the Pre-Analytical area impacts the testing laboratory
2.            Ability to explain training material in a clear and accurate manner
3.            Ability to prioritize multiple tasks to meet deadlines in a fast-paced production environment
4.            Ability to adapt to changes in procedures and the training of those procedures quickly
5.            Strong leadership, customer service, and interpersonal skills that foster a positive environment
6.            Proven track record of working across multiple teams, with technical staff, and other departments
7.            Strong critical thinking skills and ability to exercise good judgment when resolving problems
8.            Excellent attention to detail and organizational skills
9.            Adherence to good safety habits while working in a biohazard environment
10.          Maintains confidentiality at all times
11.          Some travel required (up to 25%)

Education Preferred:
•             AA degree or a combination of education and experience

Work Experience:
•             5 – 10 years’ experience in a laboratory environment (Specimen Processing) or a production setting preferred
•             2-4 years training experience delivering process or systems training preferred 
•             Training certification highly desirable

•             High level of proficiency in Microsoft Office products (Word, Excel, PowerPoint, Outlook)
•             Knowledge of medical terminology applicable to a clinical laboratory
•             Advanced interpersonal, verbal and written communication skills
•             Continuous improvement and/or Change Management experience