Patient Service Technician

Cape Cod Healthcare•Orleans, MA

8d•Hybrid

About The Position

This role serves as the front-line support staff for the laboratory, requiring excellent customer service skills and professional communication with patients, clients, and staff. The technician is responsible for collecting various biological samples, processing them according to laboratory guidelines, and accurately entering patient and physician information into the laboratory information system (LIS). The position also involves understanding compliance regulations such as HIPAA and Medicare requirements, rotating between multiple collection sites, handling specimen issues, and performing occasional stat draws. Additionally, the role includes supply management, maintaining the cleanliness and safety of phlebotomy areas, and collaborating with the CCHC Laboratories staff and related laboratories. A key aspect of the job is providing consistent service excellence to all individuals encountered.

Requirements

Ability to read, write and communicate in English.
High school diploma or equivalent education.
Valid U.S. Driver’s License upon hire.
Must obtain Massachusetts State Driver’s License within 60 days of hire.
Successful completion of a basic phlebotomy program with classroom instruction and practical hours or work experience where phlebotomy is a requirement of position.
Acceptable driving record in accordance with the Motor Vehicle Records (MVR) criteria (will be obtained as a precondition to begin employment).
Successfully complete CCHC Laboratories’ Driver Safety Training Program (and every 2 years thereafter).

Nice To Haves

A certificate in phlebotomy or other field where phlebotomy training was required is preferred.
Knowledge of medical terminology preferred.
Knowledge of Microsoft office suite and basic keyboarding skills preferred.

Responsibilities

Provides good customer service as the front-line support staff for the laboratory.
Communicates professionally and confidentially with patients, clients and staff members.
Successfully collects blood samples from both ambulatory and bed ridden patients utilizing venipuncture sticks, finger sticks and heel sticks.
Obtains throat culture swabs and verbally instructs patients on collecting samples at home, i.e. stools and 24-hour urines.
Processes laboratory specimens according to the test methodology guidelines for the appropriate testing site; centrifuging samples, pouring off serum or plasma, keeping sample at optimum temperature for accurate results to be achieved.
Properly registers patient demographic information into the laboratory information system.
Enters the physicians’ orders for lab work into the LIS accurately and on the correct patient account.
Has basic compliance knowledge as it pertains to phlebotomy, including HIPAA compliance, and Medicare requirements for Medical Necessity.
Has knowledge of working multiple CCHC Laboratories collection sites; minimum of 3 sites in order to cross over locations.
Must be able to open and close each site.
Communicates with clients via telephone to ensure proper specimen identity, correct patient information and proper diagnoses, as well as give physicians results on their patients.
Handles specimen problems with appropriate training, as well as informing a supervisor of a problem needing management involvement.
Performs an occasional stat draw at a nursing home, a patient home or physician office when designated by management.
On a rotation for On-Call per contract.
Fills supply orders for clients and collection sites.
Keeps phlebotomy areas well stocked, including the stock room.
Provides daily maintenance and safety of all drawing rooms, including but not limited to cleaning workbenches and drawing chairs daily.
Works as a team member with the entire CCHC Laboratories staff and with related laboratories, performing other related job duties as directed by a manager.
Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers.
Performs other related duties assigned by manager for departmental needs.