Patient Home Draw Coordinator

Quest Diagnostics•Stoughton, MA

6d•$25 - $26•Onsite

About The Position

This role is responsible for resolving all client concerns regarding patients that require a home draw. The coordinator will troubleshoot inquiries from all sources, develop and maintain schedules for phlebotomists assigned to home draws, and notify clients. The position requires resolving all concerns to the satisfaction of the client and patient.

Requirements

Phlebotomy skills required, with 2-3 years of both pediatric and geriatric included.
2-5 years clinical laboratory and/or customer service experience required.
Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook).
Ability to effectively communicate in English.
Basic typing and computer skills.
Strong teamwork skills.
Strong communication skills.
Strong problem-solving skills.
Ability to operate basic office equipment.
Strong sense of integrity.
Willingness to accept additional responsibilities with a positive attitude.
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.

Nice To Haves

Experience in a Call Center environment preferred.
Some data entry experience preferred.
Customer service background preferred.
Previous medical or clinical laboratory background preferred.
Medical terminology helpful.

Responsibilities

Handle all concerns regarding patient home draws received by telephone, in writing/FAX and in person.
Develop and track daily logs/schedules for field phlebotomists to complete home draws in a timely manner.
Maintain documentation of reporting or call history for department metrics.
Contact the client or patient to resolve routine matters related to patient testing, or to schedule at-home services.
Use established protocols for reporting client complaints.
Provide research and resolution on complex issues, including those referred by Client Services.
Voluntarily back 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.
Maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.
Exhibit comfortable interaction with technical staff and other departments.
May handle specimens.

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