Leveraging the Laboratory

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes to discuss National Medical Laboratory Professionals Week and share ideas for celebrating across the organization. National Medical Laboratory Professionals Week background (00:25): A brief history and overview of the annual celebration honoring laboratory professionals.Celebrating in the lab (01:22): Tried-and-true traditions and creative activities the team has seen during Lab Week throughout their careers.Taking the message beyond the lab (08:52): Ideas for using Lab Week to highlight the impact of laboratory professionals in healthcare. Reaching off-site staff (11:52): Insights on engaging and celebrating staff who work outside the main laboratory.Educational opportunities (13:32): Thoughts on incorporating learning and professional development into Lab Week activities.Rapid fire question (17:14): The team shares what makes careers in laboratory medicine rewarding.Get guidance for planning your Lab Week in “Plan a meaningful Lab Week with the three E’s,” an article from Dijkman Dulkes.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes to explore the diverse roles and responsibilities of outreach leaders. Together, they share insights based on their own experiences and the work they do with clients.Common responsibilities (01:02): An overview of core duties that outreach leaders manage across programs of varying size and maturity.Ideal job description (12:07): A discussion of what the team believes should be included in a well-designed outreach leadership role.Time distribution (21:36): How outreach leaders balance their time across responsibilities, stakeholders, and organizational needs.Leadership highlights (23:02): Reflections on the most rewarding aspects of leading and supporting a successful outreach program.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes to discuss identifying meaningful goals for a laboratory outreach program and taking steps to achieve them. Key topics include: Internal influences (01:32): The importance of considering your organization’s and department’s broader goals when defining your own.Measurement (06:20): Using metrics and data to understand your current state and track progress. Ambition level (10:10): Determining the right balance between bold, aspirational goals and more attainable ones.Prioritization (13:00): Factors to consider when prioritizing goals.Planning for success (14:30): How to create a plan that helps you make meaningful progress.

In this episode of the “Leveraging the Laboratory” podcast, Jane Hermansen, outreach manager at Mayo Clinic Laboratories, welcomes Chelsea Conn, Mayo Clinic Laboratories’ director of regulatory affairs. Together, they break down the latest regulatory changes and share actionable strategies to help outreach programs stay informed and prepared. Key topics include: FDA rule for lab-developed tests (01:36): What the recent rescinding of the FDA rule means for labs.New Clinical Laboratory Improvement Act (CLIA) regulations (04:36): Clarifications on lab director qualification updates from late 2024.College of American Pathologists (CAP) accreditation (07:52): New checklist requirements for reporting and submitting to public health authorities.Protecting Access to Medicare Act (PAMA) reform (11:40): The latest developments on new approaches to reimbursement for laboratory tests.Recommended resources (17:32): How to stay up to date on regulations affecting the laboratory industry.

In this episode of the “Leveraging the Laboratory” podcast, Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Wendy Daigle and Ellen Dijkman Dulkes, outreach solutions specialists. Together, they share practical strategies that outreach programs can consider to strengthen their financial performance.Managing courier expenses (02:06): Explore ways to manage customer expectations and service agreements to control courier costs effectively.Optimizing payment for phlebotomy (13:09): Discover coding considerations and unique service opportunities, such as home visits and education, that may help maximize financial return for phlebotomy offerings.

In this episode of the “Leveraging the Laboratory” podcast, Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Todd Juen, outpatient lab supervisor at Mayo Clinic. Together, they explore how to deliver exceptional experiences to patient populations with unique needs, including: Pediatric patients (02:46): Learn about the thoughtful accommodations made to ensure a positive experience for young patients.Patients using wheelchairs (05:43): Explore techniques and tools for drawing blood when standard arm stabilization equipment isn’t an option.Communications challenges (7:55): Hear about translation resources used to help patients feel understood and supported.Privacy considerations (11:01): Gain ideas for managing the needs of high-profile patients — such as politicians, celebrities, or community figures — who require enhanced privacy.New innovation in phlebotomy (15:07): Get a glimpse of emerging technologies designed to support phlebotomists.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes. Together, they dive into the power of communication in laboratory outreach, sharing practical advice and memorable stories about:Identifying audiences (04:13): Discover the internal and external groups you need to communicate with regularly. The needs of different audiences (06:46): Learn how communication strategies must adapt for internal teams versus external partners, and what makes each group unique.Establishing relationships as a new manager (08:32): Get insights for new outreach managers on building trust and strong connections.Tips for strong relationships (16:15): Explore proven approaches for connecting with external partners, non-laboratory departments, and those who can boost your program’s visibility.Essential messages for support departments (24:56): The three most important things support departments should know about your outreach program.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Travis Engelhaupt, digital experience director, and Naomi Lovell, project manager. Together, they discuss website trends and best practices, including: Valuable content for clinical laboratory websites.The impact of mobile technology and artificial intelligence. Engaging leadership to secure resources. Opportunities for AI and external collaborators to support site management. Navigating update moratoriums.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Karen Kloke, director of scientific and technical publications at Mayo Clinic Laboratories. Together, they explore the evolution of laboratory test catalogs and share practical tips for maximizing their value. Topics discussed include:Why test catalogs are vitally important. How electronic catalogs and electronic health records changed expectations and expanded possibilities for test catalogs. What essential information should be included in a test catalog — and what optional details can enhance usability and value for clients. Easy ways to create electronic catalogs by using familiar, widely available tools. You can learn more in “Transforming the Laboratory Test Catalog Into a Strategic Asset,” by outreach solutions strategist Ellen Dijkman Dulkes.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss common reasons that outreach programs fail to launch and strategies for building momentum to implement a program. Specific topics include:The knowledge and competitive insights needed to move forward.Strategies to enter or expand into a large market without being overwhelmed. Buy-in from leaders on your outreach program implementation plan. Action plans and project management best practices.Listen to the first episode in this series, “Overcoming Common Barriers to Outreach Success.”

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss common challenges outreach programs face that can lead to a program’s failure and how to overcome those barriers. Specific topics include:Bolstering leadership support and navigating competing priorities.Retaining customers and fixing common communication mistakes.Maintaining awareness of things that you cannot control but can impact your program.Establishing strong, dedicated leadership of the outreach program.View the 11 tactics that lead to the highest level of laboratory outreach success mentioned in this episode.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton to discuss building an outreach team. Specific topics include:Insights for identifying roles and staff for your outreach team. Guidance for establishing goals for an emerging outreach program. Strategies for effective communication among the outreach team.Tips for building strong relationships with your customers.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They build on their previous discussion about customer service by focusing on service recovery. They discuss strategies for responding to mishaps in the laboratory in a way that supports your broader customer service goals. Specific topics include: Common breakdowns in the laboratory outreach environment that may require service recovery. Four parts of an effective response: listening, acknowledging, apologizing, and actions to rectify the situation. The power of turning service breakdowns into problem-solving opportunities that make your laboratory outreach program better. The importance of a quality management plan and empowered staff in effective service recovery. Additional resources mentioned during the podcast include Mayo Clinic Laboratories’ outreach articles on customer service and a free, on-demand customer service training module.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss strategies for delivering excellent customer service. Specific topics include: Identifying points of contact with patients and clients that are opportunities to deliver a good experience. Creating a culture of customer service.Empowering employees to best serve patients and clients.Measuring your customer service.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss and share tips related to gathering customer input, including: The various audiences that can provide valuable feedback.Specific examples of the type of feedback to gather from each audience.Insights on designing and sending surveys to maximize participation.Visit mayocliniclabs.com to find the survey instruction guide and article about surveying discussed in this episode.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Vipul Trivedi, M.D., chair of Pathology at Mayo Clinic Health System and chair of the Division of Community Laboratory Medicine and Pathology at Mayo Clinic. Dr. Trivedi helps oversee 38 hospital and clinic laboratories in various Midwest communities. He shared his advice for other leaders and insights on the role of pathology in community medicine, including: Providing guidance to physicians to help them leverage testing to best answer questions and reduce patient care costs. Meeting with physicians to understand their needs so the labs are prepared to best support them. Simplifying procedure management.The power of getting out of your office to talk with colleagues and laboratory staff.

The U.S. Food and Drug Administration (FDA) regulation of laboratory-developed tests (LDT) and implementation of the Protecting Access to Medicare Act (PAMA) are both topics of high interest in the laboratory industry. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Shannon Bennett, director of Quality and Regulatory Affairs for the Department of Laboratory Medicine and Pathology at Mayo Clinic, about these two topics, giving listeners: Background to help them make informed decisions. Actionable steps to take today to prepare for implementation. Ideas for advocating for your laboratory. Sources for learning more and staying informed.

Every laboratory strives to deliver excellent service and high-quality results. Still, unexpected challenges can arise on the journey from ordering to billing that can impact patient experience, efficiency, and turnaround times. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton for the second part of their discussion on minimizing visible impact to the customer when there are bumps in the road. Their discussion includes practical, actionable tips to: Make it easier for providers to order the right tests. Enhance the patient experience. Prepare specimens for testing and transport to prevent errors and confusion.Solve reoccurring issues, address operational challenges, and navigate billing concerns. Listen to part one of their discussion, “How to Minimize Operational Disruptions in an Outreach Program,” for more on the internal response to inclement weather, technology outages, staffing shortages, and more.

Outreach operational plans are designed to provide excellent customer service, support staff efficiency, and maintain high quality. As with any business, laboratories may face unexpected circumstances that temporarily impact operations. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about how to establish processes that allow outreach programs to efficiently recover from road bumps and minimize visible impact to the customer. Their discussion topics include:Navigating inclement weather and adverse events that may impact courier services.Managing disruptions and outages to the information technology systems.Preparing effective downtime plans.Maintaining operations during a staffing shortage.