United Health Services

Angela Armato has dedicated her career to optimizing laboratory operations and improving efficiency through automation. A certified medical technologist, she earned her BS in Medical Technology from King’s College and later pursued an MBA at Binghamton University. She began her career at Wilson Hospital as a night shift generalist before being promoted to chemistry supervisor, gaining extensive experience in clinical workflows along the way.

Her leadership evolved as she took on broader responsibilities in hematology and core lab operations, ultimately stepping into the role of core laboratory manager at United Health Services in 2023. She helped introduce automation to replace outdated manual workflows, ensuring a more integrated and efficient laboratory environment. Through these efforts, the lab now operates with greater precision, speed, and adaptability—setting a standard for modern laboratory practices.

Breaking Down Silos to Improve Workflow

During a large portion of my leadership role as a chemistry supervisor, the core lab was fragmented. Hematology, chemistry, and blood bank teams worked in isolation, separated by walls that reinforced outdated workflows. Sample transport between departments was slow and manual, creating bottlenecks that increased turnaround times and left staff overwhelmed. Each department focused only on its own processes, making cross-training and workload distribution nearly impossible. We needed to change that.

Restructuring our space was the first step. As a team of managers, supervisors, and staff, we designed a new workflow using our existing workspace—a process that took several years (and multiple redesigns). Ultimately, we moved hematology and chemistry into a shared environment, eliminating unnecessary physical barriers and improving communication across teams. Blood bank operations remained within the core laboratory, separated by clear glass to provide a “quiet space” for trauma and emergent situations, while still remaining visible and accessible. Overall, the workflow became more connected, and the staff physically closer. Once departments worked side by side, it became easier to coordinate workloads and ensure that testing happened faster and more efficiently.

Shifting our physical layout solved only part of the problem. Changing how we worked together required a mindset shift. Our team had to stop thinking of themselves as isolated units and start functioning as a true core lab. Once we saw the benefits of integration, we were ready to take the next step—automation.

Implementing Automation for Smarter Lab Operations

Introducing automation into an established workflow is never easy. Many on our team questioned whether a track system was necessary. Despite chemistry moving to integrated analyzer platforms over the years, manual specimen processing was all we had ever known—and change always comes with uncertainty. But once we implemented the Ortho Vitros automation system, everything changed.

The track system eliminated inefficient, repetitive tasks and allowed specimens to move through the lab with minimal human handling. Processing delays became rare, errors decreased, and our ability to handle high test volumes improved dramatically. Before automation, misplaced specimens and processing delays were common. Now, samples move seamlessly from one step to the next, ensuring faster and more accurate results.

“Before automation, misplaced specimens and processing delays were common. Now, samples move seamlessly from one step to the next, ensuring faster and more accurate results”

Resistance to automation didn’t last long. At first, the team asked, “Why do we need this?” But when the system went down for repair, the reaction changed to, “What do we do without it?” That shift proved how essential automation had become. It allowed us to focus on what truly matters—high-quality patient care and laboratory efficiency—instead of getting caught up in repetitive manual tasks.

Optimizing Staffing Through Smart Workforce Strategies

Staffing has always been one of our biggest challenges. In New York State, strict licensure requirements limit the number of qualified laboratory professionals available, making it difficult to expand our team. We couldn’t rely on hiring alone to solve our workload issues, so we optimized how we used our existing staff.

We created a hybrid lab assistant role, allowing nontechnical staff to take over routine processing tasks. Before automation, licensed technologists spent time on manual functions like de-capping, re-capping, aliquoting, and sample transport. These were necessary but didn’t require a licensed professional. When automation was introduced, lab assistants took on sample handling and track loading, freeing our technologists to focus on maintenance, analyzer troubleshooting, quality control, and cross-training.

State regulations initially prevented non-technical staff from interacting with automation systems. When policies changed, we were ready. Our lab assistants had already been trained, and the transition happened smoothly. These changes didn’t just improve efficiency— they boosted morale. Our team felt more valued and empowered, and workloads became more manageable. By strategically reassigning tasks, we built a stronger, more efficient workforce.

A Lab Built for Growth

Processing over 5 million tests annually, our core lab at United Health Services now runs with a level of efficiency that wasn’t possible before automation. Chemistry alone processes more than 3 million tests, with the Ortho Vitros automation line managing 85–90 percent of them. These numbers prove that automation is no longer an option—it’s a necessity.

The ability to scale operations without overburdening staff is one of the most valuable outcomes of this transformation. Removing inefficiencies has allowed us to meet increasing testing demands without sacrificing accuracy or speed. Standardized workflows and optimized staffing strategies ensure that we remain adaptable as testing requirements evolve.

This transformation changed how we work. Instead of constantly struggling to keep up, we now lead with efficiency, accuracy, and confidence. Every step we took— breaking down silos, integrating automation, optimizing staffing—has built a lab that is ready for the future. The demand for faster, more reliable testing will only continue to grow, but we’ve built a strong foundation that will allow us to continue delivering the highest standards of patient care.