Phleb / Customer Service Representative
About The Position
Performs all the duties of a PSR I, PSRII and Floater. Handles more complex draws and related issues. Oversee a wide variety of activities in assigned PSC(s)/IOP(s). This may include activities such as basic troubleshooting, metric/data gathering and submission, and maintaining a clean, safe work environment. Maintain a high level of Quality and Productivity. Assist in assuring all wait time goals and patient satisfaction goals are met. Support rollout of company initiatives/new SOPs/procedures/computer updates as needed. Direct point of contact for the phlebotomy staff working at the PSCs/IOPs. Establish yourself as the individual that others seek for counsel/knowledge. Serve as on-site training support/mentor. Review trackers with employees and offer suggestions to them for avoiding them in the future. Serve as a “buddy” for new employees. Oversee the ordering and monitoring of supplies. Initial point of contact for resolving customer service issues at PSC/IOP. Triage issues for resolution or escalation, as appropriate. Assist supervisors in monitoring overtime and staff work schedules at the PSC/IOP and offer suggestions/ideas for improvement if needed. Assist supervisors in identifying problems, determining their causes and implementing solutions. Assist in ensuring work environment is cooperative and professional. Role model for demonstrating professional behavior and treating all patients with care and compassion at all times. Assist in mentoring other PSC staff to exhibit Ambassador qualities. Project a personal commitment to Quest Diagnostics company goals. Participate on committees. Provide coverage at other sites (PSCs/IOPs) on an occasional basis. Assist supervisors in assuring that all personnel are consistently demonstrating the Patient Care Gold Standards.
Requirements
- Phlebotomy - 3 years inclusive of pediatric and geriatric venipuncture, capillary collections.
- Minimum 2 years as Phlebotomy Service Representative in Patient Service Center environment.
- Keyboard/data entry application.
- Customer service in a service environment.
- Must have reliable transportation, valid driver license and driving record that meets Quest Diagnostics driver safety guidelines, if applicable.
- Ability to sit or stand for long periods of time
- Demonstrated familiarity and compliance with all protocols, practices and procedures of Branch Operations Department.
- The position requires the ability to effectively communicate in English.
- Demonstrates good organization, communication, and interpersonal skills; is able to manage concerns of patients and employees in a professional manner.
- Capable of handling multiple priorities in a high volume setting.
- Must be able to make decisions based on established procedures and exercise good judgment.
- Seek supervisor guidance when appropriate.
- High School Diploma or Equivalent (Required)
- English (Required)
Nice To Haves
- Medical training helpful – medical assistant, paramedic.
- Medical terminology helpful
- Excellent keyboard/data entry skills preferred.
Responsibilities
- Performs all the duties of a PSR I, PSRII and Floater
- Handles more complex draws and related issues
- Oversee a wide variety of activities in assigned PSC(s)/IOP(s). This may include activities such as basic troubleshooting, metric/data gathering and submission, and maintaining a clean, safe work environment.
- Maintain a high level of Quality and Productivity.
- Assist in assuring all wait time goals and patient satisfaction goals are met.
- Support rollout of company initiatives/new SOPs/procedures/computer updates as needed.
- Direct point of contact for the phlebotomy staff working at the PSCs/IOPs.
- Establish yourself as the individual that others seek for counsel/knowledge.
- Serve as on-site training support/mentor.
- Review trackers with employees and offer suggestions to them for avoiding them in the future.
- Serve as a “buddy” for new employees.
- Oversee the ordering and monitoring of supplies.
- Initial point of contact for resolving customer service issues at PSC/IOP.
- Triage issues for resolution or escalation, as appropriate.
- Assist supervisors in monitoring overtime and staff work schedules at the PSC/IOP and offer suggestions/ideas for improvement if needed.
- Assist supervisors in identifying problems, determining their causes and implementing solutions.
- Assist in ensuring work environment is cooperative and professional.
- Role model for demonstrating professional behavior and treating all patients with care and compassion at all times.
- Assist in mentoring other PSC staff to exhibit Ambassador qualities.
- Project a personal commitment to Quest Diagnostics company goals.
- Participate on committees.
- Provide coverage at other sites (PSCs/IOPs) on an occasional basis.
- Assist supervisors in assuring that all personnel are consistently demonstrating the Patient Care Gold Standards.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
