Job Description GENERAL INFORMATION

Transcription

1 Job Description POSITION TITLE: Team Leader, Couriers LOCATION: Wellington DEPARTMENT: Collection Services TERM: Permanent DATE: April 2012 ROLE: Full time GENERAL INFORMATION About Aotea Pathology Aotea Pathology was formed in 2006, as a result of the merger of Medical Laboratory Wellington (owned by Abano Healthcare Group) and Valley Diagnostic Laboratories (owned by Sonic Healthcare). Aotea Pathology offers a full range of medical laboratory testing to the public, requesting doctors, hospital outpatients, and private hospitals. Aotea Pathology is accredited with International Accreditation New Zealand (IANZ). Purpose and Scope The Team Leader, Couriers, is responsible for the day to day leadership and organisation of the Courier team and the services they provide. The laboratory courier service covers the transport of laboratory goods and samples between hospitals, doctors surgeries, rest homes, and Aotea Pathology premises; hubs and the central laboratory. The Team Leader is responsible for ensuring that a high standard of courier service is maintained at all times, and enhanced where possible. This includes setting standards of driving such that the company s reputation is upheld and road safety is promoted. The role involves: The day to day organisation of the team including rostering, leave management and communication The promotion of a strong customer service ethic in the team Managing and developing the performance of all team members, and the team as a whole Liaising with the Facilities Manager regarding the use and rotation of courier vehicles, safety issues etc. Working alongside the Collection Services Manager to monitor, review and improve courier runs to meet customer requirements and ensure the service operates as efficiently as possible, and that specimen integrity is maintained at all times Being part of a positive team environment for the whole department Providing back up as a courier during times of staff shortage. General Expectations You must be familiar with and follow all policies and procedures in the organisation that provide guidance and set down requirements for all people working at Aotea Pathology. You must also understand and follow all appropriate industry codes of ethics and relevant legislation. Relationships Key internal working relationships Courier team Department team members: Collection Services Collection Services Manager Specimen Reception staff Facilities Manager 1

2 Key external working relationships Service providers Referring practice staff Reports to Collection Services Manager Direct reports Courier Team Fixed term and casual courier staff as required KEY RESULT AREAS Key Responsibilities Technical Work general Proactively follows up on and resolves any internal and customer issues or escalates appropriately. Maintains (& sets up where needed) courier specific work and safety procedures. Ensures staff are informed about & familiar with all relevant procedure documents. Technical Work department specific Courier services Coordinates courier runs, pickups, deliveries, and scheduling across all areas, amending to meet any changes in service provision as required. Acts as the point of contact with domiciliary co-ordinators and for general courier service issues. Advises staff on courier procedures, and answer queries from staff and customers. Acts as courier for one-off requirements such as frozen section/fresh tissue, urgent pick ups. Acts as a back up courier in times of short staffing. Issues resolved quickly and accurately or escalated appropriately. Any trends identified are notified to the Head of Department (Collection Services). Good documentation covering the department s work is in place. Evidence of staff sign off for department specific and general APL work documents. Customer and business needs are taken into account, with pickups and deliveries being completed in a timely manner, and transported items reach the right destination. Effective co-operative working relationship is established & maintained. Information provided is correct, and external feedback is positive. Responsive to requests for assistance within reason. Takes appropriate action to remedy sudden short staffing situations. Manages external issues that impact on service delivery and the effect on patients and referrers e.g. traffic delays and other issues outside of our control. Participates with Collection Services Manager and Facilities Manager to monitor, review and improve courier runs. Courier drivers are well presented, and deal with patients and referrers appropriately. Liaises with the Facilities Manager to organise car allocations for couriers. External factors are managed to the best of our ability, and any impacts are communicated to staff and external people quickly, and alternative arrangements made where possible. Courier runs meet business and customer needs. The service operates efficiently. Specimen integrity is maintained. Uniforms worn are correct and tidy, in line with the uniform policy for the department. Cars are available accordingly, and needs are prioritised appropriately. 2

3 Key Responsibilities Ensures that couriers comply with regular service and cleaning schedules. Staff Management and Supervision Lead and facilitate the successful implementation of i-grow performance planning and development for all direct reports. Coach and lead staff in their area of responsibility, with input from the Head of Department. Maintains a suitable number of qualified and competent staff to perform the range of work in the team. Manages team performance. Notifies Head of Department of any issues involving conflict or requiring disciplinary action, and participate in a constructive, positive manner to ensure their resolution. Completes daily/weekly rosters, monitors workload vs. staff levels, adjusting rosters as necessary, including leave and hours of work. Collates timesheets from courier drivers. Facilitates meetings and information exchange within the team. Participates in regular meetings with Collection Services Manager and Facilities Manager. Acts as an effective role model to others. In conjunction with and signed-off by the Collection Services Manager and HR; Recruits and manages staff within the team Determines terms of employment Provides input to salary reviews, staff discipline issues and conflict resolution. Ensures adequate training procedures are in place and completed for all staff (new and existing). Maintains personnel training records, performance appraisals, and other relevant data to utilise in training needs analyses and succession planning. Courier vehicles are appropriately rotated considering mileage. All cars are available for proper service and are available with minimal down time for repairs. Cars are well presented at all times and reflect positively on the organisation. All direct reports have current, focused i-grow plans that support individual achievement and team and laboratory success. All discussions are planned, thoroughly considered and on time, with constructive on track and back-on-track feedback provided. Staff are well supported and competent and are managed fairly and reasonably. All staff are aware of their performance expectations. Team is appropriately staffed. Drivers exhibit safe driving skills, and are recognised for superior customer service. Feedback reflects well on the team. All staff issues are managed in the department in accordance with the policies and procedures defined by HR, and are dealt with at the lowest level possible (but escalated when necessary). Team is appropriately staffed. Times sheets completed and provided to Collection Services Manager by 9am Friday before pay day. Communication is frequent, wide, and appropriate. Displays support for a positive work environment with high levels of motivation and morale. All staff issues are managed in the team in accordance with the policies and procedures defined by HR, and are dealt with at the lowest level possible (but escalated when necessary). Staff are appropriately trained in all aspects of their job including sage driving practices. Performance and training records are up to date and available. 3

4 Key Responsibilities Ensures confidentiality and privacy of patient and business information is maintained at all times. Quality Contributes ideas and suggestions to the continuous improvement programme of work within the department. Ensure that changes to systems in the work group are made in conjunction with other affected teams and departments. Contributes to the internal and external quality assurance (QA) programmes for the department. Responds positively and constructively to any queries and customer feedback on the department. Follows the code of conduct and other company guidelines at all times and ensures that all team members do the same. Ensures confidentiality and privacy of patient and business information is maintained at all times. Safety Apply and promote safe work practices in accordance with protocols as set out in the Safety Manual. Document and provide own and staff improvement ideas to Department Health & Safety Rep and Quality & Safety Manager. Promote continuous improvement in safety throughout the department. Identify health & safety & emergency procedures to visitors & contractors to the department. Maintain up-to-date knowledge of the Safety Manual and ensure that all staff do the same. Proactively and promptly report and manage any hazard, potential hazard, safety incidents or injuries, according to safety protocols. Personal Professional Development With Aotea Pathology support, utilise opportunities for continuing professional development. Engage in an active self learning / Department assisted schedule of training Follows correct procedure at all times. Contribution is positive, and any agreed actions in the department or organisation are carried out promptly and with good will. Stake holders are consulted and involved in changes affecting their areas of work. Contribution is positive and supports the QA programme. QA demonstrates reliability/validity of results and best technical practice. Evidence that QA problems are appropriately escalated within the department. Feedback is responded to promptly and in an appropriate manner for the circumstances, including escalating the issue where necessary. Appropriate behaviours are demonstrated. Follows correct procedure at all times. All practises in the work place are safe and performed in accordance with the Safety Manual. Ideas for improvements are proactively sought and are made known to the Department Health & Safety Rep and Quality & Safety Manager. Visitors & contractors are fully informed of relevant safety hazards in the department. Appropriate safety equipment is provided to visitors and contractors. Safety Manual is signed off as understood annually by all staff, with updates fully communicated and understood. All hazards are managed appropriately and staff are kept safe to the extent possible. All workplace safety incidents & injuries are accurately recorded & reported to Quality & Safety Manager in a timely manner. Professional development is planned in consultation with the HOD. Improvement goals set are followed through to completion appropriately. 4

5 Key Responsibilities and development to achieve Registered Technician status. Participate fully and proactively in individual i-grow Performance planning and development, including preparing for and participating in objective setting, progress and assessment discussions. Communication and Relationships When acting as a representative of the laboratory in dealings with other laboratory staff, and groups outside the laboratory, represents Aotea Pathology in a courteous, professional manner that upholds ethical and privacy standards. Communicates clearly and constructively with staff in all departments in the organisation. Ensures that all contact with external parties is conducted in a courteous manner, and upholds ethical and privacy standards. Teamwork Works with other members of the department to achieve team objectives. Promotes team work practices in the department through such things as shared problem solving, use of effective and appropriate communication channels, and consultative practices. Other Duties Performs any other reasonable tasks that may be requested by your manager. Registration is achieved within the designated time frame. The individual I-GROW plan is up to date, focused and supports the success of the team, department and laboratory. All i-grow discussions are prepared for and fully participated in. Outside parties meet the incumbent and find them approachable and knowledgeable. Personal presentation and grooming is professional and appropriate, and complies with any relevant policy. Participates in relevant meetings and prepares for those meetings thoroughly. Contributes to a working environment across the company that is open and honest and supportive of the ideas of other members of staff. No complaints are upheld regarding the quality of service. The incumbent is a valuable member of the department and exhibits appropriate team behaviours as determined by the team. The department has a team culture and exhibits the desired behaviours. Demonstrates leadership and teamwork by example. Perform these duties in a timely, accurate, competent, and professional manner. SKILLS, EXPERIENCE, AND COMPETENCIES To be effective in this position, the staff member should display competency, or have the potential to learn, in the following areas: Proven people leadership experience, including motivating and developing others Excellent organising and planning skills to ensure efficient time and workflow management Excellent interpersonal and communication skills, both written and verbal Future-focused with and innovative perspective Analytical, problem-solving and decision-making skills Sound business administration skills i.e. ability to track and report on the team s activities Hold a full, clean driver licence. 5

6 Sound computer skills including sound working knowledge of MS Word and Excel. Strong negotiation and conflict management skills Very good personal organisation and planning skills. Conscientious, responsible, proactive, punctual. N.B. The employee will undertake a period of induction/instruction to fulfil the requirements of the role and of working at Aotea Pathology. This job description is not intended to be a complete list of duties but is a guide to the job. It will be reviewed periodically in light of developing work and industry requirements. 6