Patient Service Center and Laboratory Customer Service Center Coordinator

Stony Brook University•Stony Brook, NY

About The Position

Under the direction of the Administrative Director, Clinical Pathology the incumbent is responsible for all the activities and day to day operations of the Patient Service Center and Customer Service Center of the Department of Laboratories. This includes, but is not limited to, Budgeting, Regulatory Compliance and Billing, Staffing, Workflow Processes, Policies and Procedures, marketing of services to clients and all other day to day activities. Ensures all staff in the Patient Service Center and Laboratory Customer Service Center adhere to the Hospital and Departmental Policies and Procedures as well to all relevant Regulatory statutes and standards (e.g., NYSDOH CLEP, CAP, JCAHO, CMS, etc.) Maintains the Department of Laboratories accreditation for the Patient Service Center and Laboratory Customer Service Center with all relevant regulatory agencies (e.g., NYSDOH CLEP, CAP, JCAHO, CMS) Oversight for Quality Assurance functions and problem resolution for the Patient Service Center and Laboratory Customer Service Center. Duties of the Patient Service Center and Laboratory Customer Service Center Coordinator may include the following but are not limited to: Supervision of all day to day activities related to the proper functioning of the Patient Service Center and Customer Service Center to include, but not limited to, all components of the workflow processes, staffing levels/schedules, regulatory compliance, and, when appropriate, marketing of services to clients. Assist with client` questions, problem resolution and result reporting. Ensures all staff in the Patient Service Center and Customer Service Center adhere to the Hospital and Departmental Policies and Procedures as well to all relevant Regulatory statutes and standards. (e.g. NYSDOH CLEP, CAP, JCAHO,CMS, etc.) Maintains the Department of Laboratories accreditation for Patient Service Center and Customer Service Center with all relevant regulatory agencies (e.g. NYSDOH CLEP, CAP, JCAHO, CMS, etc.) Develops and monitors all budgets (PSR, S&E and Capital) for Patient Service Center and Customer Service Center. This includes preparation of the 5 year plan Capital Equipment requests for these departments. Oversight for Quality Assurance functions and problem resolution for Patient Service Center and Customer Service Center. Daily and monthly EOC rounds, including hand washing and patient identification process. Oversight and preparation of annual Performance Programs and Evaluations are performed and documented as per established Human Resources Policies and Procedures for Patient Service Center and Customer Service Center. Ensures staff training in all relevant procedures and protocols including competency assessments per established Policies and Procedures for the Patient Service Center and Customer Service Center. Responsible for Policy and Procedure development, implementation and maintenance for the Patient Service Center and Customer Service Center. All Policies and Procedures will comply with relevant hospital, departmental and regulatory standards. Utilizes all relevant computer applications as required, provides all staff training and oversees competency assessments. Responsible for staff compliance with the University Hospital (e.g. Cerner Registration/Powerchart) and Laboratory Information System/Applications (Sunquest, CoPath) as well as other relevant computer applications for Patient Service Center and Customer Service Center services. Oversees maintenance of all patient records in compliance with Federal, State and CAP regulations, subpoena/lawsuit documentation per established policies and procedures. Maintain proper State, NYS DOH and CAP monitored information and procedures such as quality control data, environmental health and safety protocols with interpretation of such policies as necessary to ensure proper patient care and safe work practices. Will maintain specific knowledge of safe laboratory practices as endorsed by the NYS Dept. of Health and OSHA. Must understand and comply with all JCAHO/CAP/DOH and Compliance regulations. Maintain all patient records in compliance with Federal, State, NYS DOH and CAP regulations for the Patient Service Center and Customer Service Center. Oversees all Phlebotomy Services for Patient Service Center per established regulatory standards. Process special billing for phlebotomy charges. Oversees all outreach activities including registration issues, billing, ICD-10 coding and CPT coding. Coordinates blood drawing and laboratory requisition services for research projects, clinics and institutions. Supply outreach clinics with laboratory supplies as per regulatory compliance and act as a liaison for outpatient service and the Department of Laboratories. Represents the Department of Laboratories for the Stony Brook Home Project. Assists medical students with laboratory specific information, ensures correct billing, registration and distributes laboratory report results, arrange for courier services. Fiscal responsibilities include monthly reconciliation reports. Serves as liaison with the SBUH billing office; performs billing, completes filing and addresses billing requests. Assists with diagnostic coding by communication with physician offices, physician entry error corrections. Completes and audit daily Medicare Threshold Forms. Enters manual billing for venipuncture charges and miscellaneous laboratory tests. Performs billing audits and addresses billing errors per scope of position. Serves as liaison with billing office, resolve issues as they arise per scope of position. Brings any unresolved issues to the attention of the Administrative Director, Clinical Pathology as soon as possible. Coordinates regular updates and departmental materials, including doctor master files. Serves as a liaison to the Medical Staff Office (assigning reference physicians to the doctor master file). Serves as a liaison to the Patient Access Department. Addresses registration issues. Serves as a liaison between the Laboratory and Medical Records Department. Address issues as needed (i.e. merging of encounters, combining duplicate medical record numbers). Participates on relevant Laboratory Committees and ensures staff adherence to all compliance plans as established. Serves as the Instruction Site Coordinator for phlebotomy training/rotations for Stony Brook programs. Under the direction of the Laboratory Quality Systems Manager, complete the Excel spreadsheets crosswalks comparing the most current CAP and NYS DOH CLEP checklists (common and general) to the previous checklists noting the new additions/revisions and the necessary policy/procedural changes for implementation to meet these new/changed regulations. Assists the Quality Systems Manager with revisions to the Provision of Care Policies and Procedures. Facilitate updates/revisions of polices working with the appropriate contact person as needed. Identifying any updates/revisions to be discussed and approved during Administrative Policy and Procedure Committee meetings monthly. Under the direction of the Laboratory Quality Systems Manager, assists in coordination of the Mock Inspection program in all laboratories to insure all laboratories are in compliance with NYS DOH Standards and CAP checklists. This is key to ongoing preparation for laboratory inspections and to the maintenance of compliance with the most current standards and regulations. In the event of non-conformance ensures corrective actions have been taken per policies and procedures as soon as possible. Special projects and committees as assigned, including representing the Department of Laboratories on institutional initiatives. The selected candidate will be offered a temporary appointment. Temporary appointments ordinarily shall be given only when an employee’s initial appointment in the University is made to a position vacated by a professional employee who is serving a probationary appointment pursuant to Title C, section 5, or Title D, section §6 of the SUNY Policies of the Board of Trustees. A temporary appointment is also appropriate whenever a position has been vacated by an employee on approved leave. A temporary appointment is one that may be terminated at any time.

Requirements

Bachelor`s degree and at least 2 years of supervisory/administrative experience or, in lieu of a degree, Associate's degree and at least 4 years of supervisory/administrative experience.
Administrative experience in healthcare setting
Experience in personnel management, budgeting, scheduling and workflow processes
Demonstrated experience in Customer Service
Competency with computer applications, e.g. Microsoft Office (word, Excel and PowerPoint).
Competency in use of electronic medical record (EMR) applications
Excellent interpersonal and written skills
Please Note: Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.

Nice To Haves

Clinical Laboratory Technologist or Technician licensure
Current Phlebotomy certification, Phlebotomy experience
Knowledge of Quality Insurance Models, e.g. audits, patient and physician satisfaction surveys
Experience in a union environment

Responsibilities

Supervision of all day to day activities related to the proper functioning of the Patient Service Center and Customer Service Center to include, but not limited to, all components of the workflow processes, staffing levels/schedules, regulatory compliance, and, when appropriate, marketing of services to clients. Assist with client` questions, problem resolution and result reporting.
Develops and monitors all budgets (PSR, S&E and Capital) for Patient Service Center and Customer Service Center. This includes preparation of the 5 year plan Capital Equipment requests for these departments.
Oversight for Quality Assurance functions and problem resolution for Patient Service Center and Customer Service Center. Daily and monthly EOC rounds, including hand washing and patient identification process. Oversight and preparation of annual Performance Programs and Evaluations are performed and documented as per established Human Resources Policies and Procedures for Patient Service Center and Customer Service Center. Ensures staff training in all relevant procedures and protocols including competency assessments per established Policies and Procedures for the Patient Service Center and Customer Service Center. Responsible for Policy and Procedure development, implementation and maintenance for the Patient Service Center and Customer Service Center. All Policies and Procedures will comply with relevant hospital, departmental and regulatory standards.
Utilizes all relevant computer applications as required, provides all staff training and oversees competency assessments. Responsible for staff compliance with the University Hospital (e.g. Cerner Registration/Powerchart) and Laboratory Information System/Applications (Sunquest, CoPath) as well as other relevant computer applications for Patient Service Center and Customer Service Center services.
Oversees maintenance of all patient records in compliance with Federal, State and CAP regulations, subpoena/lawsuit documentation per established policies and procedures. Maintain proper State, NYS DOH and CAP monitored information and procedures such as quality control data, environmental health and safety protocols with interpretation of such policies as necessary to ensure proper patient care and safe work practices. Will maintain specific knowledge of safe laboratory practices as endorsed by the NYS Dept. of Health and OSHA. Must understand and comply with all JCAHO/CAP/DOH and Compliance regulations. Maintain all patient records in compliance with Federal, State, NYS DOH and CAP regulations for the Patient Service Center and Customer Service Center.
Oversees all Phlebotomy Services for Patient Service Center per established regulatory standards. Process special billing for phlebotomy charges.
Oversees all outreach activities including registration issues, billing, ICD-10 coding and CPT coding. Coordinates blood drawing and laboratory requisition services for research projects, clinics and institutions. Supply outreach clinics with laboratory supplies as per regulatory compliance and act as a liaison for outpatient service and the Department of Laboratories.
Represents the Department of Laboratories for the Stony Brook Home Project. Assists medical students with laboratory specific information, ensures correct billing, registration and distributes laboratory report results, arrange for courier services. Fiscal responsibilities include monthly reconciliation reports.
Serves as liaison with the SBUH billing office; performs billing, completes filing and addresses billing requests. Assists with diagnostic coding by communication with physician offices, physician entry error corrections. Completes and audit daily Medicare Threshold Forms. Enters manual billing for venipuncture charges and miscellaneous laboratory tests. Performs billing audits and addresses billing errors per scope of position. Serves as liaison with billing office, resolve issues as they arise per scope of position. Brings any unresolved issues to the attention of the Administrative Director, Clinical Pathology as soon as possible. Coordinates regular updates and departmental materials, including doctor master files. Serves as a liaison to the Medical Staff Office (assigning reference physicians to the doctor master file).
Serves as a liaison to the Patient Access Department. Addresses registration issues. Serves as a liaison between the Laboratory and Medical Records Department. Address issues as needed (i.e. merging of encounters, combining duplicate medical record numbers).
Participates on relevant Laboratory Committees and ensures staff adherence to all compliance plans as established. Serves as the Instruction Site Coordinator for phlebotomy training/rotations for Stony Brook programs.
Under the direction of the Laboratory Quality Systems Manager, complete the Excel spreadsheets crosswalks comparing the most current CAP and NYS DOH CLEP checklists (common and general) to the previous checklists noting the new additions/revisions and the necessary policy/procedural changes for implementation to meet these new/changed regulations.
Assists the Quality Systems Manager with revisions to the Provision of Care Policies and Procedures. Facilitate updates/revisions of polices working with the appropriate contact person as needed. Identifying any updates/revisions to be discussed and approved during Administrative Policy and Procedure Committee meetings monthly.
Under the direction of the Laboratory Quality Systems Manager, assists in coordination of the Mock Inspection program in all laboratories to insure all laboratories are in compliance with NYS DOH Standards and CAP checklists. This is key to ongoing preparation for laboratory inspections and to the maintenance of compliance with the most current standards and regulations.
In the event of non-conformance ensures corrective actions have been taken per policies and procedures as soon as possible.
Special projects and committees as assigned, including representing the Department of Laboratories on institutional initiatives.