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San Francisco, California, United States
Onsite
Directly supervise, coach, and develop assigned teams; conduct weekly 1:1s and monthly performance check-ins.
Audit Team adherence to Leader Standard Work, the 20/24 Rule, and call-out procedures; provide feedback and corrective coaching as needed.
Train and certify new Team on LSW, routing, payroll/triplog audits, and quality assessment standards.
Identify high-potential phlebotomists and build a succession pipeline for future Team Lead roles.
Serve as the Tier 2 escalation point for operational, clinical, and patient issues that Team Leads cannot resolve within the 20/24 Rule.
Own weekly regional coverage planning, including PRN pool strategy, cross-market staffing, and capacity forecasting for upcoming demand.
Review Team route optimization and next-day coverage plans; intervene on high-risk markets to protect availability and reschedule targets.
Provide final review and sign-off on Team Payroll, Triplog, timecard, and expense submissions before payroll deadlines.
Oversee regional inventory and equipment budgets; analyze supply usage trends and approve purchase orders and new hire equipment requests.
Analyze regional quality and performance data (redraws, critical errors, NPS, reschedules) to identify trends and root causes; build and track action plans with Team.
Calibrate venipuncture assessments and SOP audits across Team to ensure consistent quality standards across markets.
Lead formal corrective action and performance improvement plans in partnership with HR and Operations Management; review Team -issued corrective actions for consistency.
Identify process gaps and recommend SOP, training, and workflow improvements; pilot and roll out approved changes across the region.
Prepare and present regional performance reports to Operations Management on a weekly and monthly cadence.
Partner with Recruiting on regional hiring needs; conduct final-round interviews and make hiring recommendations.
Own the regional onboarding and training plan, ensuring Team Leads deliver consistent new hire onboarding, ride-alongs, and field training.
Develop and deliver advanced clinical and leadership training for Team Leads and senior phlebotomists.
Serve as acting supervisor during Operations Supervisor PTO, absences, and peak periods, with authority to make same-day staffing, scheduling, and escalation decisions.
Approve time-off requests, schedule changes, and overtime for phlebotomists within established guidelines.
Co-lead performance reviews for phlebotomists and Shift Leads, providing documented feedback and development goals.
Partner with the Supervisor and HR on documenting and delivering written warnings and final corrective actions, in line with company policy.
Address employee relations concerns at the first level and escalate to the Supervisor or HR when appropriate.
Ensure regional compliance with OSHA, HIPAA, and state phlebotomy regulations; lead incident reporting and follow-up for needlesticks, specimen loss, and patient complaints.
Represent the region in supervisor and leadership meetings, and cascade company updates and policy changes to Team.
Track regional labor costs, overtime, and mileage against budget targets and flag variances to the Supervisor.
Redraw Rate: Maintain low redraw rates across all assigned markets/regions through clinical oversight and quality standards.
Critical Error Rate: Minimize critical errors and process deviations across all assigned markets/region.
Net Promoter Score (NPS): Drive strong regional patient satisfaction and high Net Promoter Scores.
Market Stability: Maintain high operational stability by managing reschedule rates and slot availability targets across the region.
Team Lead Effectiveness: Ensure assigned Team Leads maintain full adherence to Leader Standard Work and operational protocols.
Team Retention: Support regional phlebotomists and Team retention goals.
