Office Supervisor - Transfusion Medicine Call Center

The Transfusion Medicine Call Center at MD Anderson Cancer Center plays a critical role in supporting patient care by serving as a central communication hub for transfusion services. This team ensures timely coordination, accurate information flow, and exceptional service to clinical teams, directly impacting patient safety and operational efficiency across the institution.

As an Office Supervisor, you will lead daily operations of the call center while overseeing a team responsible for handling high-volume, time-sensitive communications. This role blends people leadership, customer service excellence, and operational coordination, making it ideal for someone who thrives in a fast-paced healthcare environment and is passionate about team development and service quality.

In this position, you will manage key human capital functions, including participating in hiring, onboarding, training, performance management, and employee development. You will ensure staff are well-trained, supported, and aligned with institutional policies, while fostering a positive and accountable team environment. Oversight of scheduling, timekeeping, and personnel actions will be essential to maintaining consistent and effective operations.

Customer service is at the core of this role. You and your team will serve as a primary point of contact for internal and external stakeholders, managing incoming calls, routing inquiries, and providing timely updates related to transfusion services. Your ability to lead with professionalism, resolve issues efficiently, and ensure a high standard of service will directly impact both clinical teams and patient care experiences.

You will also support laboratory operations by overseeing inventory management, supply coordination, and purchasing activities to ensure uninterrupted workflow. Maintaining organization, anticipating operational needs, and assisting leadership with departmental priorities are key components of this responsibility.

In addition, you will play an important role in quality assurance and regulatory compliance, ensuring documentation, record retention, and reporting processes meet institutional and regulatory standards. This includes maintaining accurate records, supporting audits, and reinforcing adherence to safety and quality guidelines.

Success in this role requires strong leadership, communication, and organizational skills, along with the ability to balance multiple priorities while maintaining attention to detail. Proficiency with computer systems and the ability to adapt to evolving processes are also essential.

MD Anderson offers a comprehensive total rewards package, including paid medical benefits, generous paid time off, retirement plans, and additional benefits, along with opportunities to grow within a mission-driven organization dedicated to making a difference in patient care.

**This position is a standard dayshift Monday - Friday. This position is 100% onsite. The ideal candidate will have at least 5 years of call center experience (clearly shown on resume/application) along with at least 2 years of supervisor experience**

JOB SPECIFIC COMPETENCIES

Human Capital Management 
-Participates in the hiring activities of the section. 
- Oversees employee compliance with the institutional/ division/departmental policies and procedure 
- Initiates personnel actions for the classified personnel in the section as needed (i.e. promotions, merits, demotions, disciplinary actions, family leave requests, etc.). 
- Develops and revises departmental position descriptions for implementation with evaluation process for the employees. 
- Maintains knowledge base of current institutional policy, state, federal, and local law pursuant to conducting all human resources activities. 
- Responsible for training new employees in the section. 
- Assists in professional development to ensure the employees are adequately trained and equipped to effectively conduct work assignments. 
- Approves and maintains time and attendance activities in Kronos.

Customer Service 
- Provides exceptional customer service to internal and external customers. 
- Answer phone calls for Transfusion Service and re-route callers or help provide status updates for customers. 
- Manages all customer service interactions with diplomacy, actively facilitating resolutions to problems and addressing the needs of clients both internal and external.

Support Laboratory Operations 
- Responsible inventory control activities to assure supplies and reagents availability.
- Receives and stores reagents and laboratory supplies. 
- Makes the requisition for purchasing as required. 
- Assists peers and leadership with tasks after completion of assigned work. 
- Assists with the institutional annual inventory reconciliation program. 
- Adheres to attendance policy, begins work as scheduled. 
- Works independently, utilizes resources available to maximize efficiency.

Support Quality Assurance Program 
- Scans and files documents as required by the Transfusion Service to meet regulatory record retention requirements. 
- Maintains all equipment maintenance and quality control records timely to meet regulatory requirements. 
- Provides quality assurance reports as needed. 
- Complies with safety guidelines and procedures and adheres to regulatory mandates.

Computer Skills 
- Maintains proficiency on computer functions in the lab processes.