UMH Sparrow Health System - Supervisor Supply Chain Courier Services

General Purpose of Job:

Supervises daily Supply Chain Courier Services operations across the University of Michigan Health-Sparrow with responsibility for service execution, staffing, employee performance, safety, regulatory compliance, and customer service.

Provides frontline leadership for a large union-represented courier workforce across multiple sites within the region, and ensures the safe, accurate, and timely transportation of laboratory specimens, pharmaceuticals, supplies, mail and documents, equipment, sterile instrumentation, temperature-sensitive materials, and other approved healthcare materials.

Regular travel between UM Health-Sparrow hospitals, clinics, off-site facilities, courier locations, and other supported sites is an expected and essential function of this position. The Supervisor must be able to travel between locations during the workday, including on short notice when operational needs require.

Monitors operational performance, resolves daily service issues, and implements established processes and approved improvements to maintain reliable and efficient courier service.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Team members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

• Supervise daily Supply Chain Courier operations and provide direction and support to Courier Team Members.
• Multi-site/multi-facility coordination and standardization of department processes across locations.
• Coordinate scheduled routes, dedicated services, STAT requests, expedited deliveries, and other assigned transportation activities.
• Prepare and adjust daily schedules, route assignments, and workload distribution within established staffing models and collective bargaining requirements; coordinate coverage for call-offs and other operational disruptions.
• Monitor service performance and utilize dispatch, routing, GPS, and related courier systems to resolve delivery exceptions, route disruptions, capacity concerns, and other service risks.
• Ensure the safe, accurate, and timely transportation of laboratory specimens, pharmaceuticals, supplies, mail and documents, equipment, sterile instrumentation, temperature-sensitive materials, and other approved healthcare materials.
• Ensure compliance with established requirements for scanning, documentation, chain of custody, controlled materials, vehicle inspections, safe-driving practices, and departmental safety procedures.
• Monitor vehicle readiness, utilization, GPS compliance, damage, and maintenance needs and coordinate appropriate follow-up through established fleet processes.
• Supervise, train, coach, mentor, and evaluate Courier Team Members to promote accountability, teamwork, customer service, safety, and continuous improvement.
• Monitor attendance, productivity, conduct, and employee performance; provide appropriate coaching and documentation and assist the Manager with hiring, development, corrective action, and performance appraisals.
• Administer day-to-day workforce practices in accordance with organizational policies and the applicable union collective bargaining agreement; maintain required employee records and escalate grievance, contract-interpretation, or precedent-setting matters as appropriate.
• Complete and verify employee timekeeping and payroll responsibilities in accordance with established payroll schedules and procedures.
• Monitor established Key Performance Indicators and operational measures, identify performance gaps and recurring service issues, help determine capacity planning and route/service design to support expansion, and coordinate approved corrective actions.
• Participate in root-cause analysis, process improvement, and implementation of approved changes intended to improve service reliability, route execution, labor utilization, safety, and operational efficiency.
• Maintain effective working relationships with Pharmacy, Laboratory, Supply Chain, clinical departments, off-site facilities, and other supported customers; coordinate service recovery and communicate significant operational concerns promptly.
• Participate in the development, implementation, and reinforcement of departmental policies, procedures, standard work, and employee training.
• Prepare and conduct departmental meetings and maintain required documentation of meeting content and attendance.
• Ensure compliance with applicable UM Health-Sparrow Safety, Infection Control, HIPAA, regulatory, and departmental requirements.
• Serve as an operational contact for Courier Services during emergencies, severe weather, disaster-preparedness activities, and other events affecting continuity of transportation services.
• Perform other duties as assigned.
• Demonstrates knowledge of and maintains patient privacy by following applicable HIPAA Privacy and Security policies and procedures.
• Adheres to organizational values, standards of behavior, policies, and procedures.
• Supports an inclusive, respectful, and professional work environment.
• Demonstrates commitment to safety by ensuring concerns are promptly reported, investigated, and appropriately addressed.
• Performs assigned duties in accordance with applicable regulatory, safety, infection-control, labor, and organizational requirements.