Job Description POSITION TITLE: DEPARTMENT: DATE:

Team Leader, Couriers Collection Services April 2012

LOCATION: TERM: ROLE:

Wellington Permanent 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

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The promotion of a strong customer service ethic in the team

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Managing and developing the performance of all team members, and the team as a whole

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Liaising with the Facilities Manager regarding the use and rotation of courier vehicles, safety issues etc.

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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

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Being part of a positive team environment for the whole department

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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

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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 Performance Standards / Expectations Technical Work – general  Proactively follows up on and resolves  Issues resolved quickly and accurately or escalated any internal and customer issues or appropriately. escalates appropriately.  Any trends identified are notified to the Head of Department (Collection Services).  

Maintains (& sets courier specific procedures. Ensures staff are familiar with all documents.

up where needed)  work and safety  informed about & relevant procedure

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. 

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.

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.

Effective co-operative working relationship is established & maintained. Information provided is correct, and external feedback is positive.

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.

Responsive to requests for assistance within reason. Takes appropriate action to remedy sudden short staffing situations.

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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.

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.

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Participates with Collection Services  Manager and Facilities Manager to  monitor, review and improve courier runs. 

Courier runs meet business and customer needs. The service operates efficiently. Specimen integrity is maintained.

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Courier drivers are well presented, and  deal with patients and referrers appropriately.

Uniforms worn are correct and tidy, in line with the uniform policy for the department.

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Liaises with the Facilities Manager to  organise car allocations for couriers.

Cars are available accordingly, and needs are prioritised appropriately.

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Key Responsibilities

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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. 

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Performance Standards / Expectations  Courier vehicles are appropriately rotated considering mileage.

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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.

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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).

Completes daily/weekly rosters, monitors  workload vs. staff levels, adjusting rosters as necessary, including leave and hours  of work. Collates timesheets from courier drivers.

Team is appropriately staffed.

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.

Communication is frequent, wide, and appropriate. Displays support for a positive work environment with high levels of motivation and morale.

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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.

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).

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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.

Staff are appropriately trained in all aspects of their job including sage driving practices.

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Times sheets completed and provided to Collection Services Manager by 9am Friday before pay day.

Performance and training records are up to date and available.

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Key Responsibilities Performance Standards / Expectations  Ensures confidentiality and privacy of  Follows correct procedure at all times. 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.

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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.

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Responds positively and constructively to any queries and customer feedback on the department.

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Feedback is responded to promptly and in an appropriate manner for the circumstances, including escalating the issue where necessary.

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Follows the code of conduct and other company guidelines at all times and ensures that all team members do the same.

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Appropriate behaviours are demonstrated.

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Ensures confidentiality and privacy of patient and business information is maintained at all times.

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Follows correct procedure 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.

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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.

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Identify health & safety & emergency  procedures to visitors & contractors to the department. 

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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.

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Personal Professional Development  With Aotea Pathology support, utilise  opportunities for continuing professional development.  Engage in an active self learning /  Department assisted schedule of training

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 completion appropriately.

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Key Responsibilities Performance Standards / Expectations and development to achieve Registered  Registration is achieved within the designated time Technician status. frame.  

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.

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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.

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Communicates clearly and constructively  with staff in all departments in the organisation. 

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.

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Ensures that all contact with external  parties is conducted in a courteous manner, and upholds ethical and privacy standards.

No complaints are upheld regarding the quality of service.

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.

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

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Excellent organising and planning skills to ensure efficient time and workflow management

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Excellent interpersonal and communication skills, both written and verbal

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Future-focused with and innovative perspective

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Analytical, problem-solving and decision-making skills

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Sound business administration skills i.e. ability to track and report on the team’s activities

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Hold a full, clean driver licence.

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Sound computer skills including sound working knowledge of MS Word and Excel.

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Strong negotiation and conflict management skills

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Very good personal organisation and planning skills.

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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.

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