Patient Home Draw Coordinator

Quest Diagnostics

9d•Onsite

About The Position

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.

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
Medical terminology helpful
Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
The position requires the ability to effectively communicate in English.
Basic typing and computer skills
Strong teamwork skills
Strong communication skills
Strong communication skills
Strong problem-solving skills
Able to operate basic office equipment.
Strong sense of integrity
Willingness to accept additional responsibilities with a positive attitude
English (Required)

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

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.
Must 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