Patient Home Draw Coordinator

Quest Diagnostics•Stoughton, MA

3d•$25 - $26•Onsite

About The Position

The Patient Home Draw Coordinator resolves client and patient concerns related to home draws. The role troubleshoots inquiries from sources including Client Services and Sales, develops and maintains schedules for phlebotomists assigned to home-draw patients, and follows up with clients on routine and complex issues to resolve concerns to the satisfaction of the client and patient. The position is based in Stoughton, Massachusetts, and is scheduled Monday through Friday, 8:30 AM to 5:00 PM.

Requirements

Phlebotomy skills, including 2–3 years of experience with both pediatric and geriatric patients.
2–5 years of clinical laboratory and/or customer service experience.
Ability to manage stress and multiple priorities in a high-volume setting.
Ability to handle a large volume of calls quickly and professionally.
Ability to communicate effectively in English.
Basic typing and computer skills.
Excellent computer skills and working knowledge of Microsoft Windows and Office products, including Word, Excel, and Outlook.
Strong teamwork, communication, and problem-solving skills.
Strong sense of integrity and willingness to accept additional responsibilities with a positive attitude.
Ability to operate basic office equipment.

Nice To Haves

Call center experience.
Data entry experience.
Customer service background.
Previous medical or clinical laboratory background.
Medical terminology knowledge.
High school diploma or equivalent (listed as preferred).

Responsibilities

Handle concerns regarding patient home draws received by telephone, in writing or by fax, and in person; calls may be heavy at times.
Develop and track daily logs and schedules so field phlebotomists complete home draws in a timely manner.
Maintain documentation of reporting and call history for department metrics.
Contact clients or patients to resolve routine matters related to testing and call patients to schedule at-home services.
Use established protocols for reporting client complaints.
Research and resolve complex issues, including matters referred by Client Services.
Voluntarily back up in-house phlebotomists when needed.
May provide training to new hires.
Identify quality-of-service issues and provide feedback to appropriate personnel on opportunities for improvement.
May assist the Group Leader with delegating work when the supervisor or manager is absent.
Monitor service levels, minimize abandoned calls, and help maximize department quality and productivity.
Interact comfortably with technical staff and other departments.
May handle specimens.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
Well-being programs, including an annual no-cost Blueprint for Wellness health assessment and the healthyMINDS mental health program.
Vacation and Health/Flex Time.
Six holidays plus one “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, with buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.