Field Operations Supervisor

Preferred Locations:
We are seeking candidates based in one of the following preferred locations:

• Nevada
• Missouri
• Kentucky

Candidates outside these areas may still be considered depending on experience and business needs.

JOB OVERVIEW

The Field Operations Supervisor plays a pivotal role in driving efficiency and productivity within the Field Teams. To be successful in this role, the Supervisor must build and maintain professional, collaborative relationships with the Sales Operations Team to facilitate the hiring, onboarding and training of Collectors, Phlebotomists, and/or Medical in accordance with the specific needs of the client/clinics. The Field Operations Supervisor will assist the Manager and/or Director in maintaining standard processes and procedures for all aspects of specimen collection and processing including the pre-analytical stage through the lifecycle of a specimen while providing regular coaching, development, and performance management to team members. The Supervisor will also work toward continuous improvement of the specimen collection process including ensuring throughput on claims submission and reimbursement and ensure that the highest level of customer service is delivered.

ESSENTIAL FUNCTIONS

• Provides leadership to the Field Operations team: makes decisions, solves problems, assists in developing procedures, conducts and attends regular meetings
• Maintains professional, collaborative relationships with the Ethos Sales Operations Team and other Ethos team members to ensure seamless delivery of the offered product or service line
• Encourages positive communication and interactions within the team and across teams to increase collaboration and teamwork
• Demonstrate a moderate to high proficiency in computer systems, healthcare software, and electronic medical records (EMRs), with the ability to perform basic troubleshooting and navigate technical challenges effectively.
• Experience with Microsoft Suite for business
• Leads by example and demonstrates the Ethos Core Values consistently
• Facilitates the timely hiring, onboarding, and training of Collectors, Phlebotomists, and/or Medical Assistants to meet the business needs
• Supervises new employee onboarding and conducts new hire training with online tools
• Reviews, edits, and provides training on Standard Operating Procedures (SOPs) for specimen collection and processing for the Core Business Field Team in accordance with Ethos guidelines
• Ensures adherence to company policies, including attendance and punctuality
• Develop and ensures that all members of the field team (Collectors, Phlebotomists, Medical Assistants, etc.) receive ongoing training and feedback based on policy/industry changes
• Provides regular team updates that reinforce training, coordination, and verification of processes
• Ensures skill progression, and personal and professional development of team members through timely, effective feedback and formal record of conversations
• Creates and maintains reports and key performance indicators surrounding sample processing accuracy
• Implements a clear pathway for the facilitation of feedback surrounding sample accuracy
• Makes recommendations and provides feedback to Manager of Core Business for team member performance reviews
• Provides the highest level of Customer Service internally and externally
• Ensures regular communication between Field, Sales, Human Resources, and Lab occurs when it comes to feedback, collection errors, location changes, and other client concerns or compliance needs
• Continually evaluates opportunities for process improvement
• Stays current with changing regulations surrounding the collection of various body fluids for laboratory testing, placing Collectors, Phlebotomists, Medical Assistants in provider locations, employee training/competency, community health, vaccine administration, etc.
• Compliance with HIPAA, OSHA, and safety standards of the organization
• Ensures compliance with applicable federal and state legislation by developing internal controls and policies designed to ensure that all compliance needs are met and in line with Ethos Compliance policies
• Maintains and determines usage of department equipment/supplies and ensures they are delivered to the appropriate locations in a timely manner; Tracks the assigned and returned equipment from the Field
• Reviews and approves time and attendance for field personnel
• Ensures effective employee relations by sustaining an ethical and safe work environment by establishing effective communication lines and methods
• Identifies and resolves employee issues, manages conflict, and responds to concerns as needed
• Other duties as assigned

PROFESSIONAL REQUIREMENTS

• Ability to effectively support team members who live in different time zones
• Experience operating in a fast paced environment
• Demonstrated experience in being a self-starter
• Excellent people manager, open to direction and collaborative work style
• Positive attitude and ability to handle highly confidential information
• Excellent attention to detail, time management skills and meeting deadlines
• Ability to train effectively
• Procedure and process orientated
• Ability to reflect positive attitude and disciplined work ethic
• Ability to work independently and with cross functional teams
• Strong customer focus
• Ability to professionally interact with clients, patients, providers, etc.
• Respond to email and telephone communications in a timely manner, preferably by close of business
• Knowledge of Federal, State and Local and regulations to ensure compliance
• Availability to answer questions or solve problems outside typical business hours
• Ability to work evenings and weekends as necessary

EDUCATION AND EXPERIENCE REQUIREMENTS

• Three years of experience supervising a staff of 5 or more required, preferably remote employees
• Recruiting and Interviewing experience required
• Preference for Bachelor’s Degree and/or equivalent of education and work experience
• Preference for completion of approved Phlebotomy training course and/or 2 years of experience as Phlebotomist

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent time management, scheduling, documentation, and organizational skills
• Must be flexible, innovative, and self-motivated
• Ability to function independently and in a team environment
• Proficient with Microsoft Office applications
• Ability to communicate effectively, orally, and in writing
• Management of multiple, changing priorities
• General knowledge of employment law
• Skill in completing assignments accurately, timely, and with attention to detail
• Ability to process and handle confidential information with discretion
• Ability to analyze and prepare documents, reports, and correspondence

PHYSICAL REQUIREMENTS

• Must be able and willing to wear personal protective equipment (PPE) when required
• COVID 19 Vaccination
• Work in varying degrees of temperature (heated, air conditioned, or outdoors)
• Position requires sitting, walking, reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing
• Work may be performed in a laboratory or clinical environment and exposes the incumbent to normal laboratory/clinical hazards and chemicals, including biohazard materials and infectious materials

DIRECT REPORTS

• Field Operations Lead Collectors, Phlebotomists, and/or Medical Assistants
• Field Operations Collectors, Phlebotomists, and/or Medical Assistants