Patient Home Draw Coord- Stoughton, Massachusetts - Monday - Friday
Go the extra mile. Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It's about providing clarity and hope.
In Patient Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You'll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
At Quest, Patient Service roles are tremendously important – it is a patient-focused role where it is essential to remember that there is a life and person behind every test tube. Your skills are critical, as is your ability to work with the patients. The role is varied and offers a developing career in Phlebotomy due to the scale and reach of Quest. You can grow and improve your skills in a fast-moving, supportive team environment. Most importantly, you can help us make a real difference.
Currently, we seek a Patient Home Draw Coordinator ! Basic Purpose: 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.
Duties and Responsibilities:
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.
Other duties as required to meet the customer requirements.
Minimum High School diploma or GED
Phlebotomy skills required. Preferably 2-3 years of both pediatric and geriatric included. 2-5 years clinical laboratory and/or customer service experience, Call Center environment preferred. Basic typing and computer skills Some data entry experience preferred Customer service background preferred Medical terminology helpful Previous medical or clinical laboratory background preferred Word, Excel, etc skills helpful
Other: Must be a team player. Must be able to work independently. Must be able to handle multiple tasks and work in a fast paced environment. Must be able to handle a large volume of calls quickly and professionally. Must have strong communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group. Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills. Must be able to operate basic office equipment. Must demonstrate Integrity and a commitment to values. Willingness to accept additional responsibilities with a positive attitude and foster teamwork. Must exhibit comfortable interaction with technical staff and other departments. May handle specimens.