In coordination with the Onsite Phlebotomy Manager, implements a standardized Quality Assurance Program for Onsite Phlebotomy Services.  Ensures compliance with all applicable regulatory requirements mandated by federal, state, and accrediting agencies.  Responsible for data collection, analysis and recommendations for patient focused process improvements, engaging stakeholders as needed. Coordinate continuing education and competency assessments for inpatient and ambulatory care teams. Supports Michigan Medicine and industry objectives.

Characteristic Duties and Responsibilities:

Customer Service

• Provide total customer focus to meet the needs of every customer, internal and external, medical staff, laboratory staff, patients, and families.  Provide service recovery for those situations warranting intervention.
• Exhibit excellent customer service skills and behaviors towards internal and external customers, providing positive public relations with providers, patients, family members, etc. 
• Foster a phlebotomy team brand that aligns with Michigan Medicine vision, values, and strategic goals.

Process Improvement

• Assist with development, coordination, and maintenance of process improvement initiatives for Onsite Phlebotomy Services through benchmarking, networking, and research
• Frequent data collection and analysis using Health Information System, Laboratory Information System and any necessary software applications
• Improve first time quality for phlebotomy services, including, but not limited to order processing, specimen tracking, customer interactions and new employee orientation
• Assist with standardization of work practices across all phlebotomy services at Michigan Medicine
• Present quality initiatives and summaries to both internal and external customers

Regulatory Readiness

• Maintains proficiency and knowledge of regulatory requirements related to phlebotomy services 
• Assists Onsite Phlebotomy leadership in ensuring compliance of all applicable requirements mandated by federal, state and accreditation agencies
• Regular review of quality indicators to ensure best practices and exemplary patient care
• Serve as TempTrak admin for onsite phlebotomy services, supporting local leadership.

Training and Continuing Education

• Assist with development, implementation and maintenance of training program, competency assessment and continuing education program as needed

Communication and Teamwork

• Demonstrates effective communication including written, verbal and use of information technology
• Works effectively with others to accomplish goals
• Serves as point of contact for quality related projects

In order to be considered for this position the applicant must have met or will have met all the required qualifications prior to the start date of employment.

• Bachelor degree or equivalent combination of education and experience required. 
• Proficient in the use of computer databases and basic statistical analysis. 
• Minimum of one year work experience in healthcare.
• Requires frequent standing/sitting/walking for long periods of time and the ability to lift up to 50 lbs.

• Previous quality assurance or project manager work experience. 
• Demonstrated excellence in interpersonal, verbal, and written communication skills. 
• Ability to work both independently with limited direction and as an effective team member. 
• Able to deliver effective presentations, teach and mentor.

This full time, 40 hour position is on the day shift but will require infrequent off-shift work related to quality initiatives/projects and may require on-call and working weekends and holidays.

• Works with infectious disease and/or hazardous materials
• May have exposure to noise from laboratory equipment and pneumatic tube system

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

Connections working at University of Michigan - Ann Arbor