Phlebotomist Group Lead

Quest Diagnostics•Hickory, NC

5d•$24

About The Position

The Phlebotomist Group Lead represents Quest Diagnostics to patients and supports accurate, timely daily operations across Patient Service Centers, mobile services, long-term care, and in-office phlebotomy locations. The role requires a thorough understanding of established practices and procedures, a focus on patient trust and confidentiality, and the ability to support the Supervisor or Functional Patient Services Manager with patient, client, field, compliance, training, metrics, and administrative needs. The Group Lead serves as backup to the Patient Services Supervisor in their absence and is accountable for PSC and/or IOP activity in the territory, including opening and closing locations. Depending on business needs, the employee may work in a doctor's office, patient service center, house-call environment, long-term care facility, or other assigned location. The role coaches and mentors new employees, supports onboarding for new clients, serves as a regional staff contact, and provides regular input to the supervisor or Functional Patient Service Manager. It requires strong customer-facing communication, problem-solving, collaboration across functions, and the ability to handle multiple priorities in a high-volume setting. The listed schedule is Monday through Friday, 8:00 AM to 5:00 PM; staffing needs may also require weekend, holiday, on-call, overtime, travel, and flexible hours. The position includes specimen collection and processing, patient registration and order entry, billing and payment collection when required, maintaining logs and supplies, following safety and quality procedures, communicating with clients, supporting schedules and inventory, and assisting with operational changes and problem resolution. The role requires a high school diploma or equivalent and seven years of phlebotomy experience, including pediatric, geriatric, and capillary collections. Travel is required, and applicants must be flexible to cover multiple locations with minimal notice.

Requirements

Seven years of phlebotomy experience, including pediatric, geriatric, and capillary collections.
Keyboard and data-entry experience.
Flexibility and availability based on staffing needs, including weekends, holidays, on-call work, and overtime.
Reliable transportation, a valid driver's license, and a clean driving record, if applicable.
Ability to travel and work flexible hours across multiple locations, including covering PSC, mobile, long-term care, and in-office phlebotomy locations with minimal notice.
High school diploma or equivalent.
Ability to communicate effectively in English.
Ability to produce quality, error-free work in a fast-paced environment.
Ability to work independently with minimal on-site supervision.
Excellent phlebotomy skills, including pediatric and geriatric collections.
Superior customer focus and the ability to communicate openly and transparently with peers, supervisors, and patients.
Ability to embrace change and knowledge of the business.
Ability to handle multiple priorities in a high-volume setting.
Ability to make decisions based on established procedures and exercise good judgment.
Commitment to Quest Diagnostics policies and procedures, including dress code, employee health and safety, and Everyday Excellence Guiding Principles.
Ability to lift and carry objects: 1–15 pounds frequently, 16–25 pounds occasionally, and 26–40 pounds seldom; objects over 41 pounds require assistance.
Ability to sit or stand for long periods and sustain eye-hand coordination.
Ability to perform repetitive tasks with the dominant hand frequently to constantly throughout the day.
Fine hand dexterity and steadiness.
Ability to perform job activities involving talking, walking, balancing, bending or kneeling, pushing or pulling, reaching, and twisting.
Ability to use a phone and PC extensively.
Ability to travel as required.

Nice To Haves

Medical assistant or paramedic training.
At least five years of experience in a Patient Service Center or In-Office Phlebotomy environment.
Customer service experience in a retail or service environment.
Phlebotomy certification; required in certain states, including California, Nevada, Washington, and Louisiana.

Responsibilities

Collect specimens according to established procedures, including drug screens, biometric screenings, and insurance exams.
Administer oral solutions according to established training.
Research test and client information and verify written and electronic orders using laboratory technology systems or directories of services.
Complete patient registration, test-order entry, and Standing Order management accurately.
Enter billing information and collect payments when required, safeguarding assets and credit card information.
Process specimens, including labeling, centrifuging, splitting, and freezing as required by the test order.
Perform assigned clerical duties, including data entry, inventory and supply stocking, and answering phones.
Read, understand, and comply with departmental policies, protocols, and procedures, and ensure staff follow instructions.
Verify patient demographic information and initials, and obtain the patient’s post-venipuncture signature to confirm tubes were labeled in the patient’s presence and correctly named.
Assist with compiling and submitting monthly statistics and data.
Maintain required phlebotomy logs, including maintenance and temperature logs, on schedule.
Complete training courses and stay current with phlebotomy techniques.
Travel to off-site or off-shift Territory Manager meetings when required.
Participate in special projects and teams.
Stay current on company communications and help distribute technical information to the workgroup.
Perform Point of Care testing at sites where needed and complete required training and competency evaluations per SOP.
Mentor and support new employees in transitioning to the PSC environment and learning established procedures.
Assist with periodic inventory counts and preparation of workgroup or PSC schedules.
Communicate professionally with clients to resolve or refer problems, document issues, and report critical issues as they occur.
Ensure staff follow safety precautions, including wearing a clean buttoned lab coat, gloves, and face shield when required.
Assist supervisors with SOP implementation and distribution of technical information and communications in accordance with Quest Diagnostics guidelines.
Ensure facilities are neat, clean, and in good repair, and advise the supervisor of required repairs and maintenance.
Serve as a coach, mentor, instructor, and resource advisor for new employees; act as an on-site staff point of contact and provide regular input to the supervisor.
Provide effective onboarding services to new clients.
Partner with the supervisor to support setup and transition of new PSC and IOP offices.
Step in for a PSR III and lead one or more PSRs on site.
Support patient inquiries from the website, Office of Chairman, and Managed Care as needed.
Support the Problem Resolution Line and respond to field requests for patient recollection as needed.
Provide input on PSR performance evaluations.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost Blueprint for Wellness health assessment program.
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.
Annual performance bonus compensation may be available to eligible candidates.