Lead Lab Resolution Specialist

OSF Healthcare•Peoria, IL

66d•$18 - $20

About The Position

POSITION SUMMARY: Coordinate and direct the work of assigned Mission Partners engaged in troubleshooting and resolving specimen intake issues for the laboratory. Oversee laboratory processes relating to customer service, specimen/shipment monitoring and reconciliation, critical reporting, additional test orders, work queue/list follow up, and risk mitigation in a high-volume, fast paced, production-like environment. Responsible to assist with the design, development, implementation, and oversight of a comprehensive program to ensure that all specimen intake exceptions are documented and resolved. Coordinate and communicate effectively with other health care professionals in and outside of the laboratory to resolve specimen intake issues. Serve as the point of escalation to resolve routine and complex laboratory problems, as well as customer service issues. Participate in performance monitoring, orientation, mentoring, recognition and education of assigned Mission Partners. Monitor overall operational performance of the unit through direct observation, as well as collection and review of data and reports. Participate in root cause analysis efforts and actively supports process improvement through initiation of corrective actions to address process problems. Develop and revise departmental workflows, policies, and procedures. Ensure provision of high quality services and compliance with department, medical center and regulatory requirements and safety standards.

Requirements

High School Diploma or equivalent
6 month experience in a high volume, fast-paced, customer-oriented setting
Excellent interpersonal and communication skills.
Solid computer skills, including proficiency with Microsoft software.

Nice To Haves

6 months in a laboratory, healthcare, or leadership role
Positive, professional attitude and demeanor
Critical thinking, problem solving skills, decisive judgment and follow through
Ability to perform job duties with frequent interruptions and/or distractions
High attention to detail in order to verify/match letters and numbers to prevent mislabeling
Organized, able to prioritize and multi-task in a fast paced environment

Responsibilities

Coordinate and direct the work of assigned Mission Partners engaged in troubleshooting and resolving specimen intake issues for the laboratory.
Oversee laboratory processes relating to customer service, specimen/shipment monitoring and reconciliation, critical reporting, additional test orders, work queue/list follow up, and risk mitigation in a high-volume, fast paced, production-like environment.
Responsible to assist with the design, development, implementation, and oversight of a comprehensive program to ensure that all specimen intake exceptions are documented and resolved.
Coordinate and communicate effectively with other health care professionals in and outside of the laboratory to resolve specimen intake issues.
Serve as the point of escalation to resolve routine and complex laboratory problems, as well as customer service issues.
Participate in performance monitoring, orientation, mentoring, recognition and education of assigned Mission Partners.
Monitor overall operational performance of the unit through direct observation, as well as collection and review of data and reports.
Participate in root cause analysis efforts and actively supports process improvement through initiation of corrective actions to address process problems.
Develop and revise departmental workflows, policies, and procedures.
Ensure provision of high quality services and compliance with department, medical center and regulatory requirements and safety standards.