Operations Director, Clinical Laboratory Operations - Clinical Laboratory Administration - Tri State

The Director will drive achievement of key performance indicators (KPIs), maintain effective staffing models, and ensure compliance with all applicable federal, state, and accreditation requirements. This role requires a strong operational leader who can foster a culture of accountability, continuous improvement, customer service, and employee engagement while supporting the laboratory’s strategic and financial objectives.

Essential Responsibilities

Operational Leadership and Performance Management

• Direct and oversee all aspects of laboratory operations to ensure safe, efficient, and compliant delivery of laboratory services.
• Establish, monitor, and achieve operational key performance indicators (KPIs), including turnaround time (TAT), productivity, quality metrics, customer satisfaction, specimen integrity, and financial performance.
• Utilize performance dashboards and data analytics to identify trends, bottlenecks, and opportunities for continuous improvement.
• Implement process improvement initiatives and Lean methodologies to optimize workflow and enhance operational efficiency.
• Develop and execute action plans to address performance gaps and ensure service level commitments are consistently achieved.
• Partner with laboratory leadership, physicians, and cross-functional stakeholders to support organizational goals and strategic initiatives.

Turnaround Time and Service Metrics

• Maintain accountability for meeting established turnaround time goals across all laboratory departments and testing platforms.
• Monitor and manage daily, weekly, and monthly performance metrics, including:
  • Turnaround time compliance
  • STAT testing performance
  • Pending and aged workload
  • Instrument downtime
  • Specimen rejection rates
  • Quality indicators and customer complaints
  • Productivity and labor utilization
  • Overtime and vacancy rates
  • Reportable result timeliness
  • Service and client satisfaction metrics
• Ensure appropriate escalation processes are in place to proactively address service disruptions and minimize impact to patients and clients.
• Lead root cause analyses and corrective action initiatives to improve performance and sustain operational targets.

Workforce Planning and Talent Management

• Develop, maintain, and optimize staffing models to ensure appropriate coverage and alignment with testing volumes and workload demand.
• Monitor labor productivity, overtime utilization, absenteeism, and vacancy rates to ensure efficient resource management.
• Utilize forecasting tools and operational data to support workforce planning and resource allocation.
• Recruit, mentor, coach, and develop laboratory leaders and staff while fostering a culture of accountability, collaboration, and continuous learning.
• Promote employee engagement and support succession planning initiatives.

Inventory Management and Supply Chain Oversight

• Provide oversight for inventory management and supply chain activities to ensure uninterrupted laboratory operations.
• Establish inventory control processes and monitor key indicators related to supply utilization, stock levels, and waste reduction.
• Collaborate with procurement and vendor partners to maintain appropriate par levels and ensure timely acquisition of reagents, consumables, and laboratory supplies.
• Evaluate inventory trends and implement strategies to reduce expired materials and optimize cost management.
• Develop contingency plans to mitigate supply shortages and operational disruptions.

Technology and Laboratory Systems

• Provide operational leadership for laboratory instrumentation, automation systems, and technology platforms to maximize reliability and efficiency.
• Partner with Information Technology and Laboratory Information System (LIS) teams to support system implementations, upgrades, interfaces, and workflow enhancements.
• Lead the evaluation and adoption of new technologies and automation solutions to improve productivity, quality, and turnaround times.
• Maintain familiarity with laboratory information systems, middleware, automation platforms, and digital workflow solutions.
• Ensure compliance with cybersecurity, data integrity, and regulatory requirements related to laboratory systems.

Equipment Maintenance and Reliability

• Oversee preventive maintenance programs and service contracts for laboratory instrumentation and automation systems.
• Monitor equipment performance, utilization, and downtime metrics to ensure operational continuity.
• Collaborate with vendors, biomedical engineering, and technical teams to minimize downtime and rapidly resolve equipment issues.
• Develop contingency plans to support uninterrupted testing during equipment failures or emergency situations.
• Ensure documentation related to maintenance, calibration, and corrective actions complies with applicable regulatory and accreditation requirements.

Regulatory Compliance and Quality Management

• Maintain comprehensive knowledge of New York State Department of Health regulations, CLIA, CAP, OSHA, and other applicable regulatory and accreditation standards.
• Ensure laboratory readiness for inspections and accreditation surveys through ongoing monitoring and audit activities.
• Support quality management programs and continuous quality improvement initiatives.
• Lead investigations, corrective actions, and performance improvement efforts to ensure regulatory compliance and operational excellence.
• Promote a culture of quality, safety, and continuous improvement throughout the organization.

Financial  Management

• Manage departmental budgets and support efficient utilization of resources.
• Identify opportunities for cost savings, operational efficiencies, and revenue enhancement.
• Participate in strategic planning and support implementation of new services, technologies, and growth initiatives.
• Drive operational excellence while maintaining a strong focus on quality and customer service.

Vendor and External Partner Management

• Establish and maintain productive relationships with equipment manufacturers, suppliers, service providers, and other external business partners.
• Monitor vendor performance and service-level agreements to ensure timely delivery of products, maintenance services, and technical support.
• Partner with procurement and supply chain teams to manage contracts, reagent agreements, and service arrangements.
• Coordinate with vendors to address equipment issues, supply shortages, and operational disruptions to minimize impact on testing services.
• Participate in vendor selection, validation, and implementation activities for new instrumentation and laboratory technologies.

• Bachelor’s degree in Medical Technology, Clinical Laboratory Science, Biology, Chemistry, Healthcare Administration, or a related discipline.
• Minimum of 7–10 years of progressive leadership experience in clinical laboratory operations.
• Demonstrated experience managing high throughput laboratory operation 
• Strong knowledge of New York State Department of Health regulations and applicable CLIA, CAP, and OSHA requirements.
• Proven ability to lead teams and drive operational excellence in a complex healthcare environment.
• Excellent leadership, communication, organizational, and problem-solving skills.

Preferred

• Master’s degree in Healthcare Administration, Business Administration, Public Health, Clinical Laboratory Science, or a related field.
• Commercial or reference laboratory experience strongly preferred.
• ASCP certification or other relevant professional certification
• Experience managing multi-site or regional laboratory operations.
• Experience with laboratory automation, middleware, and Laboratory Information Systems (LIS).
• Lean Six Sigma certification or demonstrated experience leading process improvement initiatives.

Core Competencies

• Operational Excellence
• Regulatory Compliance
• Strategic Thinking
• Financial Acumen
• Workforce Planning
• Inventory and Supply Chain Management
• Technology and Automation Leadership
• Quality Management
• Performance Improvement
• Customer Service Excellence