Process Improvement Manager, Laboratory Support Services - Eurofins

Company Description

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

Eurofins stands for a conception of clinical diagnostics entirely focused on excellence, innovation and technological investment. Eurofins clinical diagnostics offers testing services in all medical specialties.

As a central element in healthcare, clinical diagnostics contributes to every stage of patient care: predisposition, prevention, diagnostics, treatment monitoring and prognosis.

With hundreds of thousands of clinical diagnostics tests performed every day, the laboratories of the clinical diagnostics division strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic adjustment. Our logistics expertise and our daily sample collection and delivery network, guarantee perfect continuity in the provision of care while ensuring the same standard of quality and access to innovation across all the regions we serve.

Job Description

Manager, Laboratory Support Services responsibilities include, but are not limited to, the following:

• Serves as first line of contact for customers to all other areas of the company projecting a professional image, quality information, and personal service with the responsiveness our clients, patients and families deserve.
• Works closely with laboratory personnel and laboratory specimen support services for all Eurofins DPT testing.
• Supervises Laboratory Service Coordinator team to manage and research client inquiries providing the appropriate level of response and urgency required in any situation.
• Provide overall direction for the laboratory support, specimen logistics, data entry and client services.
• Serves as a liaison between laboratory support services and customer services, account managers/ executives and laboratory operations.
• Builds and maintains relationships with clients by having a customer first mentality
• Sets and measures department productivity standards and appropriate quality metrics
• Ensure all established procedures (OPs, methods, etc.) and are always adhered to. Develop or revise standard operating procedures and laboratory policies, as applicable
• Work closely and effectively with the laboratory management to ensure all support systems are properly operating
• Work effectively with IT to manage current systems (LabVantage) and to develop and help implement improvements that support our overall quality and efficiency efforts
• Lead continuous improvement initiatives that focus on laboratory support processes so the lab can efficiently and effectively handle growth while maintaining high quality standards
• Develop effective working relationships with other Lab and Non-Lab Leaders
• Work effectively with Billing Department to ensure accuracy of account setup and timely correction of errors and issues as they arise
• Assist in the management of the laboratory budget and lab vendor contracts as appropriate
• Demonstrate ability to coach associates through necessary performance improvements and to help make hiring and termination decisions
• Employ enough properly qualified personnel to meet growing test volumes
• Conduct regularly scheduled one-on-one meeting with direct reports which focus on execution of their respective responsibilities as well as their growth and development with the Company
• Actively participate in the development of departmental goals, objectives, and systems
• Represent department and the organization favorably and in accordance with established Company standards and associate attributes at all times.
• Supports Eurofins DPT's business philosophy, leadership values and ethics
• All employees are expected to meet basic expectations of Eurofins DPT's quality management system, including, but not limited to good workmanship, adherence to standard operational procedures, training, good document