Coord, Patient Home Draw

Category Phlebotomy Location Stoughton, Massachusetts Job function Operations Job family Patient Services

Shift Day Employee type Regular Full-Time Work mode On-site

Responsible for resolving all client concerns regarding patients that require a home draw. Troubleshoot inquiries from all sources (i.e., Client Services/Sales). Develop and maintain schedule for phlebotomists assigned to the home-draw patient. Client notification and follow up required on these and more complex issues. Resolve all concerns to satisfaction of client and patient.

• Handle all concerns regarding patient home draws. These concerns are received by telephone, in writing/FAX and in person. Calls are the result of a specific need for a home draw based on patient/client need or to resolve a previously poor collection at a PSC. Call volume may be heavy at times.

• Daily logs/schedules will be developed and tracked to completion for field phlebotomists to complete the home draws in a timely manner.

• Document reporting or call history will be maintained for department metrics.

• The Coordinator will contact the client or patient to resolve routine matters related to patient testing. Patients may also be called to schedule at home services.

• Use established protocols for reporting client complaints.

• Provide research and resolution on complex issues, including those that have been referred by Client Services.

• Voluntarily backs up in-house phlebotomists, when needed.

• May provide training to new hires.

• Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement.

• May assist Group Leader in the delegation of work in the absence of the supervisor or manager.

• Has ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.

• Must exhibit comfortable interaction with technical staff and other departments.

• May handle specimens.

QUALIFICATIONS

Required Work Experience:

• Phlebotomy skills required, with 2-3 years of both pediatric and geriatric included.
• 2-5 years clinical laboratory and/or customer service experience required

Preferred Work Experience:

• Experience in a Call Center environment preferred

• Some data entry experience preferred

• Customer service background preferred

• Previous medical or clinical laboratory background preferred

Physical and Mental Requirements:

• Occasionally lifting up to 25 pounds

• May require extended periods of focus

• May require extended periods of sitting or standing

• Ability to manage stress

• Capable of handling multiple priorities in a high volume setting

• Must be able to handle a large volume of calls quickly and professionally.

Knowledge:

• Medical terminology helpful

• Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)

Skills:

• Basic typing and computer skills

• Strong teamwork skills

• Strong communication skills Strong communication skills

• Strong problem-solving skills

• Ability able to operate basic office equipment.

• Strong sense of integrity

• Willingness to accept additional responsibilities with a positive attitude

EDUCATION

High School Diploma or Equivalent

LICENSECERTIFICATIONS