DLO Patient Services Group Lead

Quest Diagnostics•Oklahoma City, OK

2d•Hybrid

About The Position

Diagnostic Laboratory of Oklahoma (DLO) is seeking a Patient Services Group Lead to oversee operations within NW Oklahoma City and surrounding rural areas. This role is crucial in representing DLO to patients, ensuring trust and confidence through deep understanding of established practices and procedures. The Lead is responsible for the accurate and timely completion of daily work in Patient Service Centers, Mobile, Long Term Care, and In-Office Phlebotomy locations. This position provides essential support to the Supervisor or Functional Patient Services Manager, including administrative, training, and metrics support. The Lead acts as a backup to the Patient Services Supervisor, carrying out duties in their absence and demonstrating leadership behaviors focused on process excellence, confidentiality, and accuracy. This role is accountable for all Patient Service Center (PSC) and/or In-Office Phlebotomy (IOP) activity within the territory, including opening and closing locations. Successful applicants may work in various settings such as doctor's offices, patient service centers, home calls, or long-term care facilities. The Lead will coach, mentor, and instruct new employees, provide onboarding services to new clients, and serve as a point of contact for regional staff, reporting regularly to their supervisor. Additionally, the Lead must exhibit strong leadership capabilities and customer-facing skills, including verbal and written communication, problem-solving, and collaboration with departments like Sales, Laboratory Testing Services, IT, Billing, and Logistics, especially for specialty or complex test orders. The role requires the ability to manage multiple priorities in a high-volume environment.

Requirements

Seven years of phlebotomy experience, including pediatric, geriatric, and capillary collections.
Keyboard/data entry experience.
Reliable transportation, valid driver's license, and clean driving record (if applicable).
High School Diploma or Equivalent.

Nice To Haves

Ability to provide quality, error-free work in a fast-paced environment.
Ability to work independently with minimal on-site supervision.
Excellent phlebotomy skills to include pediatric and geriatric.
Superior Customer Focus; ability to communicate openly and transparently with peers, supervisors, and patients.
Ability to accelerate and embrace change throughout DLO.
Knowledge of our business.
Capable of handling multiple priorities in a high-volume setting.
Ability to make decisions based on established procedures and exercise good judgment.

Responsibilities

Collect specimens according to established procedures, including drug screens, biometric screenings, and insurance exams.
Administer oral solutions according to established training.
Research test/client information and confirm/verify all written and electronic orders using lab technology systems or directory of services.
Complete all data entry requirements accurately, including patient registration, test order entry, and managing Standing Orders.
Enter billing information and collect payments when required, safeguarding assets and credit card information.
Perform data entry and process specimens, including labeling, centrifuging, splitting, and freezing as required.
Perform departmental-related clerical duties such as data entry, inventory, stocking supplies, and answering phones.
Read, understand, and comply with departmental policies, protocols, and procedures, ensuring staff adherence.
Perform verification of patient demographic information and initials, including patient signature post-venipuncture to confirm tube labeling accuracy.
Assist with the compilation and submission of monthly statistics and data.
Maintain all appropriate phlebotomy logs in a timely manner (e.g., maintenance logs, temperature logs).
Complete training courses and stay up-to-date with the latest phlebotomy techniques.
Travel to Territory Manager meetings if held off-site or off normal shift.
Participate in special projects and teams.
Stay up-to-date on company communications and assist with distributing technical information to the workgroup.
Perform Point of Care (POC) testing where needed, completing training and competency evaluations per SOP.
Act as a mentor and resource for new employees, assisting with their transition and familiarity with procedures.
Assist with periodic inventory counts.
Assist with the preparation of schedules for the assigned workgroup or PSCs.
Communicate professionally with clients to resolve or refer problems, document issues, and report critical issues.
Ensure staff follows all safety precautions (e.g., wearing lab coat, gloves, face shield when required).
Assist supervisors with the implementation of SOPs and distribution of technical information and communication.
Ensure facilities are neat, clean, and in good repair, advising the Supervisor of required repairs and maintenance.
Act as a coach, mentor, instructor, and resource advisor for new employees, serving as a point of contact for on-site staff and providing input to the supervisor.
Provide effective onboarding services to new clients.
Partner with the Supervisor to assist the transition process and set up new offices for PSCs and IOPs.
Step in for a PSR III to lead one or more PSRs on site.
Support Patient Inquiries from the website, Office of Chairman, and Managed Care as needed.
Support the Problem Resolution Line and may be called to the field regarding patient recollections.
Provide input on the performance evaluations of PSRs.