Phlebotomist Group Lead

Quest Diagnostics•Richmond, VA

About The Position

The Phlebotomist Group Lead represents Quest Diagnostics to patients and provides phlebotomy and patient-service support across the assigned territory. The role ensures daily work at Patient Service Centers, mobile, long-term-care, and in-office phlebotomy locations is completed accurately and on time. It may involve working in a doctor’s office, patient service center, house-call environment, or long-term-care setting, according to business needs, and includes opening and closing locations. The position provides patient, client, field, compliance, training, metrics, and administrative support to the Supervisor or Functional Patient Services Manager, and serves as a backup to the Patient Services Supervisor when needed. The Group Lead supports staff as a coach, mentor, instructor, and resource; helps onboard new employees and clients; and may lead one or more Patient Service Representatives on site. The role requires strong customer-facing communication, problem-solving, collaboration, confidentiality, and accuracy, including coordination with Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics. The work schedule is Monday through Friday within the hours of 7:00 AM to 7:00 PM, with rotational weekend work. Flexible hours and travel among multiple locations are required, and coverage may be needed with minimal notice. The listed pay range is $17.71–$26.56 per hour; eligible candidates may receive annual performance bonus compensation. Benefits may vary by employment status and include medical, supplemental health, dental and vision coverage for eligible full-time employees; well-being programs; vacation and health/flex time; holidays and a MyDay off; a 401(k) with company match after 12 months; employee stock purchase plan; life and disability insurance; flexible spending accounts; annual incentive plans; matching gifts; education assistance; and career advancement opportunities.

Requirements

Seven years of phlebotomy experience, including pediatric, geriatric, and capillary collections.
Keyboard and data-entry experience.
High school diploma or equivalent.
Ability to work flexibly based on staffing needs, including weekends, holidays, on-call assignments, and overtime.
Reliable transportation, a valid driver license, and a clean driving record, if applicable.
Ability to travel and work flexible hours across multiple locations, including Patient Service Center, mobile, long-term-care, and in-office phlebotomy locations, sometimes with minimal notice.
Ability to communicate effectively in English.
Ability to produce quality, error-free work in a fast-paced environment and work independently with minimal on-site supervision.
Excellent phlebotomy skills, including pediatric and geriatric collections.
Superior customer focus and ability to communicate openly and transparently with peers, supervisors, and patients.
Ability to embrace change, understand the business, and 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 & 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 are not to be lifted or carried without assistance.
Ability to sit or stand for long periods, perform extended eye-hand coordination, and perform repetitive tasks frequently to constantly with the dominant hand.
Fine hand dexterity and steadiness; ability to talk, walk, balance, bend or kneel, push or pull, and reach or twist.
Ability to use a phone and PC extensively.
Phlebotomy certification is required in certain states, including California, Nevada, Washington, and Louisiana.

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, except where required by state law.

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 the directory of services.
Complete patient registration, test-order, and standing-order data entry accurately.
Enter billing information and collect payments when required, safeguarding assets and credit card information.
Process specimens as required by test orders, including labeling, centrifuging, splitting, and freezing.
Perform assigned clerical duties such as data entry, inventory and supply management, and answering phones.
Read and comply with departmental policies, protocols, and procedures, and ensure staff follow instructions.
Verify patient demographic information and initials, and obtain the patient’s signature after venipuncture 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, in a timely manner and at the required frequency.
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 where needed and complete training and competency evaluations according to SOP.
Mentor and support new employees as appropriate, helping them transition into the Patient Service Center environment and learn established procedures.
Assist with periodic inventory counts and preparation of schedules for the assigned workgroup or Patient Service Centers.
Communicate professionally with clients to resolve or refer issues, document problems, prepare problem documentation, and report critical issues as they occur.
Ensure staff follow safety precautions, including wearing a clean button lab coat, gloves, and face shield when required.
Assist supervisors with implementing SOPs and distributing technical information and communications in accordance with Quest Diagnostics guidelines.
Ensure facilities are neat, clean, and in good repair, and advise the Supervisor of needed repairs and maintenance.
Serve as a coach, mentor, instructor, and resource advisor for new employees; act as an on-site staff contact and provide regular input to the Supervisor.
Provide effective onboarding services to new clients.
Partner with the Supervisor to support the setup of new Patient Service Center and in-office phlebotomy locations.
Step in for a PSR III and lead one or more Patient Service Representatives 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 involving patient recollection as needed.
Provide input on Patient Service Representative performance evaluations.
Back up the Patient Services Supervisor and carry out duties and responsibilities during the Supervisor’s absence.
Ensure daily Patient Service Center and/or in-office phlebotomy activity in the territory, including opening and closing locations, is completed accurately and on time.

Benefits

Medical, supplemental health, dental, and vision coverage for eligible 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 a buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.
Eligible candidates may receive annual performance bonus compensation.