Administrative Supervisor - Laboratory Client Services - Mount Sinai Hospital/Mount Sinai Corporate Office - Full Time/Days

The Administrative Supervisor will be responsible for leading, coaching and developing their team to ensure successful customer service operations. This role will also assist in all client service functions such as responding to inquires made by users of the Mount Sinai Laboratory regarding clinical test specifications and communicating patient’s test results and other data to healthcare professionals in a timely manner along with their team members. 

This role requires strong organizational, interpersonal and problem-solving skills, as well as the ability to lead, multi-task and communicate effectively are keys to success in this position, which also requires attention to detail and a commitment to achieving consistent customer satisfaction.

The LSR has access to confidential patient data available on the Lab Information System (LIS) and processes both incoming and outgoing telephone calls and faxes through an Automated Call Center program. The LSR must also have the ability to properly communicate with State and City health departments, as required by law.

The LSR is responsible for monitoring customer service team performance, aid in the development of customer service policies and procedures, train and mentor customer service staff, handle customer complaints and inquires and identify customer service trends and recommend process improvements.

In addition, the LSR performs duties related to problem discovery and resolution and works closely with the supervisory staff in Central Accessioning and other departments within the Center for Clinical Laboratories. The LSR must also have a strong knowledge of computers and must be capable of learning data procurement through utilization of the Laboratory Information System.

• Responsible for monitoring team performance, daily operations and ensuring department deliverables and KPIs are within expectations.
• Assist in working with the LIS Call List Module when the department needs arise. This includes viewing and communication of critical values within the designated timeframe to the appropriate licensed professionals and in accordance with JCAHO and Mount Sinai Medical Board policies. Call abnormal and amended results in addition to any specimen messages such as QNS, No Specimen Received and Patient Mismatches, as sent to the Call List by the Central Accessioning troubleshooters and laboratory personnel. 
• Plans and schedules work for staff to ensure proper distribution of assignments and adequate staffing, space and facilities for subsequent performance of duties.
• Ensures adequate staffing for unexpected/emergency coverage.
• Provides work direction, guidance, coaching and training for staff.
• Work on team weekly payroll and time clock tasks.
• Establishes, reviews and revises work processes and procedures to ensure efficient and effective administrative activities.
• Makes recommendations regarding fiscal and staffing requirements of the unit to assist in the preparation of budgetary recommendations.
• Meet with team for daily huddle to communicate any department updates, changes and share team performance and feedback.
• Compiles information reflecting expenditures and develops comparisons.
• Assists in the development of new methods, procedures and/or processes to increase efficiency and to improve service deliver, production, equipment performance, scheduling and quality control.
• Establishes and maintains liaison with other departments, units or care centers, as well as within own department, to ensure effective coordination of work activities.
• Fosters an environment of open communication and teamwork in support of the department and organizations goals and objectives.
• Investigate and resolve problems brought forth regarding the functions of the team and their communication to medical personnel.
• Ensures compliance with department and organization policies and procedures.
• Supervises and coordinates various personnel activities including, but not limited to, hiring, performance appraisals, training, disciplining and making salary increase recommendations.
• Performs other related duties.

• Associates degree required (Bachelor's degree preferred)
• Graduate of a Medical Assistant Program (Medical Assistant Certification) is a plus
• 2+ years working on a client services related role in healthcare required
• 5+ years working in Laboratory setting required
• Intermediate to Advanced Level of Computer skills and knowledge
• Excellent in computer, written and oral communication
• Light level of physical activity
• Must be able to sit for long periods of time and be physically capable of working with a computer keyboard and mouse for much of the work-time. In addition, the LSR must be able to walk to any area of the laboratory to carry out essential communications and other related lab functions, as the need arises.
• Must meet the general requirements of the Medical Center as defined in Personnel Policy 13.2
• Maintain a neat and orderly appearance and be punctual in attendance
• Follows the policies of Medical Center
• Follows written and verbal instruction accurately and with good judgment
• Learns new procedures as required
• Maintains orderliness and cleanliness in working area

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $70000 - $88900 Annually. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.