Patient Outreach Svcs Spec

Wellstar Health System•Douglasville, GA

7h•Onsite

About The Position

Wellstar is a nationally ranked and locally recognized integrated healthcare system in Georgia, committed to enhancing the health and well-being of every person it serves. The organization values contributions and ideas, fostering a culture of compassion, excellence, and honoring every voice. Wellstar aims to deliver world-class healthcare and is recognized as a Great Place to Work, featured on FORTUNE’s “100 Best Companies to Work For” list and Seramount 100 Best Companies list. This Patient Outreach Services Specialist position, under the supervision of an Outreach Supervisor or designee, involves performing technical and non-technical duties at WellStar Laboratory Outreach specimen collection locations. Key responsibilities include patient registration, insurance and ICD-10 data entry, laboratory test order entry across WellStar EPIC, Quest, and Lab Corp systems, resolving customer service issues, preparing and packing specimens, performing phlebotomy, and conducting Quality Assurance and maintenance checks on equipment in accordance with CLIA and CAP guidelines.

Requirements

High School Diploma General or GED General
BLS - Basic Life Support or ARC-BLS - Amer Red Cross Basic Life Support or BLS-I - Basic Life Support - Instructor (all required upon hire)
Minimum 1 year of previous computer registration skills
Minimum 1 year of Customer Service experience
Minimum 1 year of previous phlebotomy and specimen processing experience
Excellent Customer Service skills
Excellent verbal and written communication skills
Efficient and accurate computer skills
Must be able to work and maintain professional demeanor under stressful conditions
Efficient multi-tasking and organizational skills
Must be able to gracefully maintain composure in difficult situations

Nice To Haves

Completed WellStar Lab Outreach externship (for computer registration skills)
Completed WellStar Lab Outreach externship (for Customer Service experience)
Completed WellStar Lab Outreach externship (for phlebotomy and specimen processing experience)

Responsibilities

Performs technical and non-technical duties within the WellStar Laboratory Outreach specimen collection locations.
WellStar EPIC system patient registration.
WellStar EPIC system insurance and ICD-10 data entry.
WellStar EPIC system laboratory test order entry.
Quest Laboratory and Lab Corp systems patient registration.
Quest Laboratory and Lab Corp systems insurance and ICD-10 data entry.
Quest Laboratory and Lab Corp systems test order entry.
Resolving all customer service problems and issues at assigned in-office phlebotomy and patient service center locations.
Properly preparing and packing specimens for transport to analyzing laboratory.
Properly and accurately performing phlebotomy specimen collection.
Performing Quality Assurance and maintenance checks on all equipment in accordance to CLIA and CAP guidelines.
Check all lab orders (Epic/ Manual) for accuracy (patient identification, testing and insurance) in accordance to national patient safety goal.
Accurately registers patient in Epic.
Check all lab orders (electronic or manual) verifying the correct lab is chosen dependent upon patients insurance.
Verify all expected date.
Verify accurate test information is captured in multiple registration systems (WellStar Epic System or the Quest and Lab Corp systems).
Verify that insurance is current, correct and verified in the registration system.
Scan all patient information in the Epic system (ID, insurance card, manual lab orders).
Order test(s) in computer system and follows special procedures for test reporting requirements.
Collaborates with physician, and office staff to verify accuracy.
Verify test reports/results are sent to appropriate personnel. (Physician and/or appropriate office).
Verify activity is recorded and performs monthly audit reports of all registrations for non-WellStar labs.
Verify all STATs are sent to laboratory within time guidelines. (Schedule all STAT pick-ups).
Print ABN (if required), present to patient provide verbal explanation and obtain signature.
Collect payments for SP3 (Time of Service patients) for all approved lab test. (credit card, check, money order).
Properly identify the patient by following the WellStar Patient Care Safety policies.
Properly perform venipunctures procedures on patients of all ages.
Follow Laboratory policies regarding hard stick situations.
Properly process all specimens according to established specimen requirements.
Package all specimens according to DOT guideline and prepare for courier pick-up by WellStar, Quest, Lab Corp, & Fed Ex couriers.
Collection and proper processing of all testing kits (Progenity, AVISE, Vectra, Natera).
Responsible for current knowledge of test, tube and specimen requirements for WellStar, Quest and Lab Corp laboratories.
Responsible for current knowledge on collection and processing requirements of specialty testing such as GTT, Breath test and Bariatric testing for WellStar, Quest and LabCorp.
Use proper hand hygiene in accordance to patient safety goals.
Assisting Physicians/Office staff with ordering labs in Epic correctly. (Future/Standing/Clinic Collect orders).
Notifying physicians, or designee, immediately of critical lab results as requested.
If necessary, reprint any laboratory reports.
Assisting physician with any research and issue resolution.
Assisting physician office staff and patients in resolving all laboratory billing issues.
Making all follow-up phone calls to patients if re-collection of specimens is necessary.
Assists physicians and office staff in determining appropriate selection of diagnostic lab tests or test panels.
Serves as liaison between the office manager and supervisors on location concerns/issues.
Assists with patient questions and concerns.
Escalates any issues appropriately that may arise outside of the Leads scope.
Fax lab results to Physicians as requested.
Maintain organized records and documents on site for three (3) months.
Perform all daily QA checks on equipment.
Perform quarterly safety inspections and prepare report of findings for tracking.
Perform quarterly Chemical Inventory inspections and prepare report of findings to safety officer.
Complete monthly workload tallies.
Complete all annual personnel requirements (lab procedure review, mandatory continual education review, net learning CEUs, & employee physical examination).
Must remain current on information regarding all CLIA and CAP requirements, in accordance to national patient safety goals.
Attendance at all mandatory staff meetings.
Performs other duties as assigned.
Complies with all WellStar Health System policies, standards of work, and code of conduct.