Lab Administration Lead

Zoetis•Louisville, KY

About The Position

Lab Administration Lead The Lab Administration Lead oversees the Saleforce and Sendout departments across Zoetis Reference Labs (ZRL). This role is responsible for leading the day-to-day operations, including facilitating interactions laboratory staff, customer service, and medical/quality teams, and coordinating with outside labs to obtain and provide accurate test information. This role will also coordinate with pathologists to research the most appropriate lab testing for client needs, staffing, and workload designation. This position will also work with the clinical operations, quality, and medical teams to develop Send-Out Department policies, procedures, and training programs for ZRL. Oversee the preparation, packaging, and shipping of samples to external laboratories. Manage the entry, review, and release of incoming laboratory results, ensuring adherence to established turnaround times for each test. Ensure the accurate reporting of test results, maintaining quality control and format consistency. In partnership with the Quality and Learning and Development teams, maintain and update the Send-Out Department Standard Operating Procedure (SOP) library. Oversee the mailing of export rabies documents to clients. Oversee the ordering and inventory management of shipping supplies. Facilitate solutioning of problem samples and add ons by collaborating with customer service. Collaborate with the Quality Team to identify, report, and resolve non-conforming events (NCEs) for problem samples, add-ons, and sendout samples. Maintain metric data logs to track and optimize departmental operations and quality management of samples. Leverage Salesforce to log, track, and prioritize problem samples, add‑ons, and sendout cases, ensuring timely resolution and SLA adherence. Build and run reports to monitor trends, turnaround times, and workload distribution. Standardize case fields and workflows in Salesforce to improve data quality, triage accuracy, and cross‑team handoffs. Partner with Customer Service and Quality to root-cause NCEs using Salesforce case history and audit trails, driving corrective/preventive actions. Conduct periodic data reviews in Salesforce to ensure complete, accurate, and compliant records. Train team members on departmental processes and best practices. Develop detailed procedures and comprehensive written instructions to train departmental staff effectively on processes. Lead in the development and implementation of policies and procedures that enhance departmental effectiveness. Provide support and resources to ZRL colleagues as needed. Perform additional duty assignments as required to support departmental goals.

Requirements

Bachelor’s Degree or equivalent experience in a healthcare/laboratory environment.
3+ years of experience in reference laboratories or equivalent.
Proficiency in Microsoft Suite, internet, office/fax machines
Effective oral and written communication
Dedicated to meeting the expectations of internal and external customers. Promotes a positive company image and works with the customer to solve problems.
Demonstrates listening skills such that client and employee needs and issues are heard and addressed or resolved. Effectively communicates with all levels within the organization while demonstrating sensitivity to the needs of others, including tactfulness and a helping orientation.
Collaborates to resolve conflicts at the individual and organizational levels. Facilitates resolution while maintaining the accountability of participating parties to represent their perspectives and own the final solution.
Establishes relationships and networks across various people and groups.
Identifies priorities and makes decisions promptly under tight deadlines and pressure. Assigns responsibilities for tasks and directions, sets clear measures, and monitors progress.
Must be able to remain in a stationary position for an extended period.
Must be able to move about between various laboratory departments.
Must be able to bend and crouch to reach files and supplies.

Nice To Haves

Familiarity with the shipping of infectious substances (and dry ice) training is preferred but not required. Colleague must be able to complete this training within 14 days of employment

Responsibilities

Oversee the Saleforce and Sendout departments across Zoetis Reference Labs (ZRL).
Lead the day-to-day operations, including facilitating interactions laboratory staff, customer service, and medical/quality teams, and coordinating with outside labs to obtain and provide accurate test information.
Coordinate with pathologists to research the most appropriate lab testing for client needs, staffing, and workload designation.
Work with the clinical operations, quality, and medical teams to develop Send-Out Department policies, procedures, and training programs for ZRL.
Oversee the preparation, packaging, and shipping of samples to external laboratories.
Manage the entry, review, and release of incoming laboratory results, ensuring adherence to established turnaround times for each test.
Ensure the accurate reporting of test results, maintaining quality control and format consistency.
Maintain and update the Send-Out Department Standard Operating Procedure (SOP) library.
Oversee the mailing of export rabies documents to clients.
Oversee the ordering and inventory management of shipping supplies.
Facilitate solutioning of problem samples and add ons by collaborating with customer service.
Collaborate with the Quality Team to identify, report, and resolve non-conforming events (NCEs) for problem samples, add-ons, and sendout samples.
Maintain metric data logs to track and optimize departmental operations and quality management of samples.
Leverage Salesforce to log, track, and prioritize problem samples, add‑ons, and sendout cases, ensuring timely resolution and SLA adherence.
Build and run reports to monitor trends, turnaround times, and workload distribution.
Standardize case fields and workflows in Salesforce to improve data quality, triage accuracy, and cross‑team handoffs.
Partner with Customer Service and Quality to root-cause NCEs using Salesforce case history and audit trails, driving corrective/preventive actions.
Conduct periodic data reviews in Salesforce to ensure complete, accurate, and compliant records.
Train team members on departmental processes and best practices.
Develop detailed procedures and comprehensive written instructions to train departmental staff effectively on processes.
Lead in the development and implementation of policies and procedures that enhance departmental effectiveness.
Provide support and resources to ZRL colleagues as needed.
Perform additional duty assignments as required to support departmental goals.