Problem Resolution Specimen Coordinator

Quest Diagnostics Incorporated-posted 28 days ago

Full-time • Mid Level

Onsite • Lewisville, TX

5,001-10,000 employees

Ambulatory Health Care Services

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This position assists department management and is responsible for conducting audits of all Specimen Processing processes to ensure the department maintains high standards in quality and compliance. Audits that could be performed by the Advanced Problem Resolution Coordinator may include Department and individual compliance audits, error tracking, etc. The position also functions proactively in a problem resolution capacity and works to identify and solve issues in regard to processing and testing laboratory specimens. Collaborates with various departments including, but not limited to Specimen Processing, Referral Testing, and Technical departments to research and resolve issues, expedite specimen testing and result reporting.

All duties included in the Problem Resolution Technician job description with a clear objective and focus on preventing recurring issues.
Maintains confidentiality at all times. Will have access to overall employee and department performance. May have knowledge of disciplinary actions up to, and including termination. May have knowledge related to departmental performance that could be detrimental if released to the wrong environment
Demonstrates a good understanding of job duties and SOPs related to Specimen Processing in a production setting
Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP's, reflex tests, and custom panels
Conducts all regularly scheduled departmental audits and others as requested
Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entry process
Identifies and documents any defects in the data entry process, using department defect definitions as a guide
Generates daily reports on quality to department supervisors
Maintains and reports department quality data, including compliance audits and Best Practice Team reports
Researches, responds, records, and submits additional errors regarding department quality to the department supervisor or manager as needed
Provides appropriate feedback to supervisors and managers when problems arise
Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources (e.g., specimen logs, work lists, management reports, laboratory information systems, front-end automation, testing instrumentation, etc.)
Understanding of QC electronic issues; ability to collaborate with IT & Sales on interfaces & technical issues
Manages projects as assigned that drive quality metrics
Performs audit of EMR requisitions to include: Pulls reports indicating failed EMRs and logs tickets for frequent offenders and follows up to ensure successful transmission of orders; Identifies discrepancies within EMR requisitions, such as test code or other data, logs tickets, and follows up to ensure the quality of received orders
Client interfacing role requiring strong communication, collaboration, and problem-solving skills

Internal candidates must have a minimum of one year in a Problem Resolution Tech/Group Leader or related role
Must have experience with the LIS system at Lewisville lab.
Experience in problem resolution is a plus.
High school diploma or equivalent education is required.
Excellent communication skills required
Maintains composure while working under pressure
Reflects good judgment at all times when determining what action to take when resolving problems
Adheres to Quest Diagnostics' core values, safety, and compliance policies and procedures
Demonstrates strong interpersonal skills that foster a positive environment
Demonstrates flexibility and is able to change.
PC skills in Excel and Word applications, with the ability to extract and analyse data
Able to sit or stand for long periods
Works in a biohazard environment, practising good safety habits
Handles multiple tasks and works in a production environment

Minimum of 3 years of Lab experience, preferably in a production environment
Medical background preferred, which includes medical terminology applicable to a clinical laboratory
Previous data/analytics experience

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
and so much more!

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