Client Lab Coordinator - Oncology I

Quest Diagnostics•Chantilly, VA

7d•Onsite

About The Position

The Client Lab Coordinator - Oncology I is responsible for general support functions within the department, including managing incoming client communications, resolving test questions, and handling test order modifications for Oncology specimens. This position is critical to quality for customer satisfaction and is an important part of Oncology White Glove Services. This role requires the ability to learn and understand the compliance regulations related to Oncology test ordering.

Requirements

Minimum of 3-5 years clinical laboratory, customer service, specimen handling and/or problem resolution experience.
Proper telephone etiquette to handle customer inquiries.
Basic knowledge of operating office equipment.
Knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
Knowledge of laboratory operations.
Knowledge of medical and laboratory terminology.
Understand the importance of Quality Service and how it is measured.
Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
Strong computer skills (Word, Excel, Outlook).
Ability to multi-task and work in a fast-paced environment.
Ability to work under pressure with a high degree of accuracy.
Strong organizational skills.
Ability to analyze and solve problems.
Good listening skills.
Ability to maintain a professional and tactful manner in stressful situations.
Exhibit comfortable interaction with technical staff and other departments.
Ability to deal with client information in a confidential manner.
High school graduate or equivalent, required.

Nice To Haves

Experience in oncology, pathology, or related clinical field.
Bachelor’s Degree, preferred.

Responsibilities

Responsible for customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and other client needs.
Document the call history in the required system and maintain complete and accurate records.
Provide laboratory results to clients using established protocols.
Investigate specialized testing Interface Pending orders.
Cancel or delete testing using established protocols.
Supports and/or provides priority handling of samples with limited stability and problems impacting client and patient care.
Resolve specialized testing problem samples including up to accessioning, labeling, work sheeting and delivery to testing bench using established protocols.
Demonstrates ability to correctly and efficiently retrieve specimens from storage, investigate sample adequacy, research test ordering information, specimen requirements and stability.
Complete specialized test adds including accessioning, labeling and delivery to testing bench using established protocols.
May be asked to pull blocks/slides for return upon client request.
Investigate and search for missing specimens in Oncology departments.
Demonstrates an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP's, reflex tests and custom panels.
Complete tasks in multiple local Laboratory Information Systems.
Serve as liaison between client and technical/medical departments.
Primary point-of-contact for resolution of common specimen problems and communication with internal departments to avoid testing delays and/or service failures.
May be asked to monitor technical department pending lists to facilitate testing.
Troubleshoot and triage routine medical/technical requests.
Facilitate Pathologist and Technical consults by pulling patient slides and reports.
May be asked to conduct the process of loaning out AP materials.
Resolve specialized testing related Referral Testing inquiries and problems.
Report and escalate client concerns using established protocols.
Participate in regular meetings with technical, scientific and medical experts to gain knowledge, monitor efficiency and evaluate work processes and problem resolution.
Onsite laboratory presence.
Other duties as assigned.

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program
Blueprint for Wellness® healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities