Leveraging the Laboratory

Epizódok

• 
  Turning Client Activity Into Actionable Insights 28.09.2026 20p

  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 managing client relationship health. Together, they explore:Client relationship health (01:56): Learn the basics of client relationship health and why it matters.The value of client activity summaries (05:47): Discover how summaries of client interactions can uncover risks, opportunities, and strategic insights.Gathering and organizing details (08:27): Hear recommendations on what information to capture and how to organize it to maximize its value.Sharing client insights across the organization (10:08): Learn who benefits from client activity information and how to tailor reporting for different audiences.Onboarding new clients (13:50): Explore unique client relationship needs and opportunities to learn as you bring on new clients.  For additional insights, read “Three steps to turn client insights into organizational intelligence,” an article by Dijkman Dulkes.
• 
  Using CRM To Grow and Retain Outreach Clients 31.08.2026 24p

  In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Susan Wentworth, administrator of Mayo Clinic Laboratories’ customer relationship management (CRM) system, to discuss the value of CRMs and share practical advice for selecting, implementing, and managing one. Together, they explore:CRM benefits and capabilities (01:43): Learn why a CRM system is more than a contact database and how it can help laboratory outreach teams strengthen relationships, improve retention, and support business growth. Selecting, implementing, and expanding your CRM (10:45): Gain actionable insights on selecting, implementing, and maturing a CRM program, including how to start small, choose the right platform, and secure user buy-in for long-term success. For additional insights, read “Relationship management strategies for outreach growth,” an article by Hermansen, and join us at our annual conference, Leveraging the Laboratory: Bold Thinking. Big Impact.
• 
  The Metrics Behind High-Performing Outreach Programs 27.07.2026 24p

  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 how laboratory outreach programs can use metrics to drive performance, strengthen client relationships, and support long-term growth. Together, they explore:Financial metrics (01:35): Learn which financial indicators are most important to monitor and how they can help guide strategic decisions.Operational metrics (06:41): Discover the measures that can help determine whether your outreach program is running efficiently and effectively.Service metrics (10:56): Explore the indicators that can reveal client satisfaction, identify potential risks, and support client retention.How to improve metrics (15:55): Hear real-world examples of how outreach programs drove meaningful improvements in their metrics.For additional insights, read “Metrics that matter: Tracking your laboratory outreach program,” an article by Daigle, and join us at our annual conference, Leveraging the Laboratory: Bold Thinking. Big Impact.
• 
  Proven Tactics for Identifying New Customers 29.06.2026 22p

  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 how to identify and engage new customers. They pull from their own experiences prospecting new clients to offer practical tips and suggestions. Recognizing attrition risks (01:23): Learn how to recognize signs that a client may be considering another outreach lab and why industry attrition may be an opportunity.Identifying strong prospects (05:10): Explore unique types of clients to consider and how to determine if a potential client isn’t the right fit for your organization. Targeting the right contacts (11:29): Once you define your ideal type of prospects, discover how to identify specific organizations to connect with. You can find more insights and advice for growing your outreach program in “Four steps to attract quality outreach clients,” and article by Dijkman Dulkes. 
• 
  Real-World Strategies for Skilled Nursing Outreach 25.05.2026 23p

  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 for the second episode in a two-part series on skilled nursing facilities. Drawing on their experience managing outreach services, the group shares practical insights and real-world solutions.Collecting specimens (02:14): Key considerations for various options for specimen collection in skilled nursing facilities, including staffing, scheduling, and training across different care settings.Transporting specimens (09:28): How organizations have successfully managed specimen transport using couriers, laboratory staff, and skilled nursing facility personnel.Maintaining strong relationships (15:47): Strategies for sustaining partnerships amid ownership changes and other operational challenges.You can get more on this topic in these resources: “Establishing Successful Relationships With Skilled Nursing Facilities,” the first episode in this two-part podcast series. “Discover the value of skilled nursing facility collaborations,” an article from Daigle outlining the benefits of collaboration. “Best practices for supporting lab testing in skilled nursing facilities,” an article from Hermansen. 
• 
  Establishing Successful Relationships With Skilled Nursing Facilities 27.04.2026 20p

  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 for the first installment of a two-part series on skilled nursing facilities. The discussion explores how partnerships between hospital laboratories and skilled nursing facilities can deliver mutual value — and what it takes to build these relationships successfully.Mutual benefits (01:17): An overview of why hospital laboratories and skilled nursing facilities can benefit from working together.Engaging skilled nursing facilities (04:35): Practical tips for how laboratory outreach programs can establish and strengthen these relationships.Common service needs (08:15): An overview of the laboratory services most often needed by skilled nursing facilities.Elements of a successful contract (11:36): Key considerations to include in contracts to support long-term, successful relationships.Get a full list of the value and benefits of these relationships in “Discover the value of skilled nursing facility collaborations,” an article from Daigle.
• 
  Celebrating Laboratory Professionals: Ideas for a Meaningful Lab Week 30.03.2026 19p

  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.
• 
  Creating Effective Outreach Leadership Roles 23.02.2026 26p

  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.
• 
  Goal-Setting Insights for Laboratory Outreach Programs 26.01.2026 26p

  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.
• 
  Key Updates on Today’s Regulatory Landscape for Outreach Laboratories 29.12.2025 20p

  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.
• 
  Practical Strategies for Boosting Outreach Laboratory Profitability 24.11.2025 25p

  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.
• 
  Delivering Exceptional Phlebotomy Experiences to Patients With Unique Needs 27.10.2025 18p

  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. 
• 
  Essential Communication Tips for Outreach Managers 29.09.2025 27p

  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.
• 
  Elevating Clinical Lab Websites in a Changing Technology Landscape 25.08.2025 22p

  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. 
• 
  From Reference to Resource: Elevating the Lab Test Catalog 28.07.2025 25p

  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.
• 
  Building Momentum for Outreach Implementation Success 30.06.2025 24p

  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.” 
• 
  Overcoming Common Barriers to Outreach Success 27.05.2025 24p

  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.
• 
  Roles, Goals, and Communication: Launching an Outreach Program 28.04.2025 23p

  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. 
• 
  How to Master Service Recovery 31.03.2025 27p

  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. 
• 
  Elevating Your Customer Service 24.02.2025 24p

  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.