POSITION DUTIES: Serves as a Clinical Laboratory Scientist in the Laboratory for the California Medical Detachment, located on the Presidio of Monterey. This laboratory functions as a Limited-Service laboratory providing routine and reference laboratory testing for outpatients of the California Medical Detachment. Ensures accuracy, reproducibility, and quality control of laboratory procedures. Performs all laboratory procedures, including specialized procedures, and, as necessary, modifies new methods or techniques. Provides technical leadership for and reviews the workload of laboratory personnel. Oversees the performance of laboratory procedures by junior laboratory personnel. Instructs personnel in the theoretical and technical aspects of all tests performed in the section. Communicates with the medical staff of various medical facilities concerning all aspects of services provided by the laboratory. Plans daily workload assignments within the section. Evaluates and reports on new test systems for possible use in the laboratory. Serves as a Customer Advocate to the lab, serving as a liaison between customers and clinical staff by acting as a communicator, facilitator, and problem solver. Handles all issues pertaining to customers' rights and advocacy, identifying, validating, and resolving customers' concerns. Initiates appropriate documentation to address the concerns of the customer and provide critical assistance and consultation to ensure issues are elevated to appropriate staff to expedite resolution, when needed. This work requires the utilization of a variety of interpersonal, communication, problem solving, and negotiation skills. Supports and follows regulations, policies and procedures of the DoD Clinical Laboratory Improvement Program (DoD's CLIA '88 equivalent regulation), accreditation agencies, higher headquarters, and DPALS. Follows Infection Control, HAZCOM and safety measures. Reports potential safety hazards immediately. 1. Provides and maintains quality control and quality assurance procedures in the section to include: developing, implementing and maintaining quality indicators used to assess, monitor and improve the quality of laboratory testing; establishing individual assay reference and control procedures; defining assay reference ranges using statistical methods and literature references; performing method validation studies IAW Clinical Laboratory Standards Institute guidelines; insuring instrument upkeep and preventive maintenance programs and procedures are properly conducted; responding to external proficiency programs (College of American Pathologist quality control testing program, etc.) to include keeping the programs current and correcting any testing deficiencies; designing internal proficiency programs and procedures when commercial proficiency materials are not available; designing new forms/reports to comply with regulatory agencies and laboratory needs; identifying problems and implementing changes in the quality assurance program; etc. Maintains and provides section records according to appropriate policies, regulations, etc.; i.e., method validation studies, Quality Control, maintenance, workload distribution, man-hours reports, etc. Responsible for ensuring medical supplies are ordered and equipment is well maintained to continue the section's operational capabilities and productivity. Supervises, manages, and troubleshoots all the section's assay procedures. Develops/tests/evaluates new procedures and parameters for correlation testing/method validation to improve efficiency and effectiveness of the section's procedures. Consults directly with other medical laboratories, physicians, etc. on reported results and the results interpretation, on assay methods/procedures, condition and factors affecting patient specimens, and any emergent requirements. Prepares controls, calibrators, and other reagents for various quality control programs, specialized tests, etc. Performs complex and unusual test procedures when needed. 2. Routine performs waived-high complexity laboratory testing offered at the facility to include urinalysis, hematology, serology, and microbiology. Ensures results are accurately entered into LIS and local log sheets in a timely manner. 3. Leads and oversees the work of military laboratory technicians, and all volunteer medical workers within the Laboratory. Leads specialized procedures in hematology, immunohematology and related sub-specialties. Participates and supports the education and training of newly assigned personnel. Responsible for the training and orienting of all new section personnel with respect to the section's technical procedures and administrative policies. Responsible for the section's program to evaluate and periodically document the competency of all testing personnel. Revises work schedules to distribute and balance workload, considering such factors as peak load, availability of manpower and time requirements, coordination with representatives of other departments concerning other work accomplishment; sets milestones and priorities as needed; provides advice on work methods and procedures, and ensures timely accomplishment of assigned workload. Maintains records of team accomplishments, as needed; monitors status and progress of work; and prepares reports for the team. Accesses effectiveness of the team and determines ways to improve the team methods and processes. Provides instructions and training, as needed, on individual and team assignments. Instructs new employees in specific tasks and new procedures; provides on the job training to new employees in accordance with established procedures and practices. Answers questions regarding procedures, policies, and directives. Serves as coach or facilitator in coordinating team initiatives and activities. Obtains information or decisions from supervisor on problems that arise. Reports to supervisor on training needs or behavior problems. Ensures that the organization's strategic plan, mission, vision, and values are communicated to the team and integrated into the team's products and services. Provides information to the supervisor on performance of the team and individuals. Advises supervisors of anticipated vacancies or need for temporary help. Refers group grievances and unresolved complaints to supervisor. Informs supervisors of attendance and behavioral problems. 4. Obtains blood specimens and instructs patients on the collection of non-blood specimens such as urine, feces, and breath bags for laboratory testing. Advises patients on special instructions and procedures for take home collection kits. Processes specimens to prepare them for laboratory testing. Prepares specimens for transport or shipment to appropriate reference laboratory. 5. Evaluates and approves the validity of the data with respect to the assay procedure, to the condition of the patient specimen, to other laboratory data, and to the patient's history. Verifies and approves individual assay runs and reports results according to quality control procedures and practices. Determines if additional testing is needed in order to establish a definitive diagnosis and if necessary, confers with physicians for appropriate action. Ensures the abnormal result reporting program is conducted appropriately. Modifies/adapts technical procedures and administrative operational procedures to solve unique and multifaceted clinical problems for which no established procedure exists. Responsible for maintaining current knowledge of the new methods, procedures, and instruments. Evaluates new methods/instruments for possible use in the laboratory, first through literature sources, and, when necessary, through actual testing in order to recommend new procedures/instruments which will enhance sensitivity, accuracy, precision, specificity, and overall quality and reliability of the section's test procedures in order to improve the section's operational capabilities with respect to the patient care needs of the hospital's health care providers. 6. Acts as an independent, impartial, and neutral mediator for customers by proactively seeking opportunities to interact with customers (patients, staff, etc.) who seek solutions to problems, concerns, and unresolved needs; thereby decisively addressing problems, issues, and grievances concerning the quality of care and services. Acts to expedite services, or implement necessary corrective measures, within established policies. Elevates issues, as required, to ensure prompt and efficient resolution. Handles special situations for which no mechanism has been established. Identifies existing and potential practices that contribute to or cause an atmosphere for customer dissatisfaction which leads to customer complaints. Informs supervisor of any customer complaints that needs to be elevated to Risk Management and or Customer Safety. Interfaces with other departments within MAMC/DPALS to ensure customer issues are fully captured and researched to ensure optimum policy and procedures are instituted as needed. Interviews customers to determine the basis for complaint or inquiry and performs fact-finding to resolve the situation. Maintains database to track and monitor issues, resolution and outcomes. Manages the lab's Courtesy and Customer Service Program. Masters an understanding of the organization's mission, policies, procedures, and services in order to respond to the patients' questions or concerns. Prepares draft responses to inquiries involving customer dissatisfaction and action taken to resolved customers' needs for the supervisor's review and approval. Produces cumulative reports which include categorization of customer inquiries to track trend patterns and identify opportunities for improvement of care. Recommends changes that will reduce or eliminate justified complaints. Reports findings with recommendations for improvement to the supervisor. Utilizes a variety of interpersonal, communication, problem solving and negotiation skills to identify, validate, and resolve customer's concerns. Perform other duties assigned.