Job Description
St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Region Manager, Lab Outreach oversees operations across many assigned outpatient lab patient service centers to support the needs of the providers, clients, patients, and St. Luke's University Health Network (SLUHN) Laboratory Outreach. The Region Manager will also provide input to the Director, Lab Outreach, on operational initiatives and strategy. The manager will develop a strong relationship with network operations management teams and the client base to ensure the seamless collection of patient specimens in a safe, convenient, and professional environment, while establishing a highly positive working environment for our phlebotomy team. Partners with Laboratory Operations, Outreach Account Manager, and Customer Service staff to ensure that business and operational requirements for customers/patients are satisfactorily met.
JOB DUTIES AND RESPONSIBILITIES
Demonstration of mid-level leadership skills. Provides leadership and direction to a supervisor. Oversees operations across multiple outpatient lab remote sites across multiple entities/geographies. Manages the set-up, operation, and quality performance of an assigned network of remote patient service center sites (including new PSCs). Accountable for meeting performance metrics & expectations related to Patient Satisfaction, Employee Engagement, Financial, and Quality. Accountable for meeting Financial performance expectations for region to incl. Supervisor's territory sites. Responsible for effectively staffing outpatient lab patient service centers aligning with site patient volumes. Responsible for all employee HR activities (development, coaching, councils, discipline, employee rounding, communications, employee performance feedback/reviews, payroll, etc.) Provides support, oversight and mentorship to Outreach Supervisor(s) reporting to them. Maintains effective communication within the department and to meet employee requirements. Conduct patient service recovery as needed. Ensure patient satisfaction at all locations. Acts promptly to investigate/resolve complaints and/or problems, patient safety events, etc. Prepares annual budget request for capital equipment, staffing and other expenses for aligned region. Ensures adherence to safety, compliance, and regulatory policies/protocols at PSCs. Prepares for and ensures compliance, at all aligned PSCs, with all regulatory inspections (JC, CAP, DOH). Ensures documentation and remedial training is completed as necessary. Ensures quality of service is standardized and meets minimum standards of laboratory accrediting agencies at all locations. Collaborates with Operational Training and Compliance position, providing feedback on new/updated phlebotomy policies and procedures related to collection of laboratory specimens. Work with Outreach Account Manager and the Customer Service Manager to provide employees, patients and clients with robust responsiveness and problem resolution. Serves as a super user for hospital information system and stays up to date with all information pertaining to department and job functions. Maintains working knowledge of policies/procedures pertaining to Lab Outreach. Demonstrate proficiency in Lab Outreach and registration workflows. Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information. Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated. Frequent travel to patient service centers in support of job responsibilities. Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information. Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements. Demonstrates/models the Network's PCRAFT values during interactions with all customers. Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety. Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices Complies with Network and departmental policies regarding attendance and dress code. Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated. Other related duties as assigned. PHYSICAL AND SENSORY REQUIREMENTS
Ability to operate a motor vehicle in order to travel to any Lab Outreach patient service center or St. Luke's location. Sitting up to 6 hours per day, up to 2 hours at a time. Seeing as it relates to normal and peripheral vision. Ability to use upper extremities for occasional lifting and frequent carrying of objects weighing up to 15lbs and push up to 250 lbs in a wheelchair. Ability to stoop/bend. Hearing as it relates to normal conversation and telephone use. Ability to read and write English. EDUCATION
Undergraduate degree required; Masters degree or equivalent preferred. TRAINING AND EXPERIENCE
Two years supervisory experience required. Laboratory experience preferred. Excellent customer service and interpersonal skills required. Computer experience with Microsoft Word and Excel required. Knowledge of medical terminology preferred. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer. Founded in 1872, St. Luke's University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network's service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke's hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke's Children's Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare's five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World's Best Hospital. The Network's flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY.
In 2021, St. Luke's was identified as one of the 15 Top Health Systems nationally. St. Luke's is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke's has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke's was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke's was named a Top Workplace in New Jersey for the third year in a row. Learn More Here.
