Sbc Research Clinical Svs Spec

Stanford Health Care•Palo Alto, CA

2d•Onsite

About The Position

The Research Clinical Services Specialist performs complex clinical sample requests, specimen intake, and consignment to hospitals, research laboratories, and other clinical operations. The role manages confidential patient and donor records, creates and manages sample requests according to organizational policies and processes, and serves as a communication liaison for collection and laboratory team members. The position is based at Stanford Blood Center and supports SBC Biologics.

Requirements

High school diploma or GED.
Two to three years of direct customer service experience.
Familiarity with medical terminology and the ability to understand a variety of medical procedures.
Strong attention to detail and ability to notice small variations.
Excellent written and verbal English communication skills, including by phone and messaging, with people from diverse backgrounds.
Ability to understand and apply complex rules governing specimen suitability for transfusable samples requested by transfusion services.
Ability to make decisions using clinical and administrative policy guidelines.
Ability to learn and effectively use complex databases and software tools.
Strong organizational skills and ability to manage concurrent tasks with competing priorities.
Perseverance and tact when working with customers and clinical partners.
Ability to maintain confidentiality and handle sensitive health information appropriately.

Nice To Haves

College degree.
Two to three years of blood banking experience.
Working knowledge of Google Suite, tracking software (particularly InVita), internal BEXWise, and database management.
Knowledge of blood components and blood banking capabilities.
CITI training and certification in research ethics and compliance; preferred upon hire.

Responsibilities

Place orders for and consign clinical research samples; manage the supply of samples for clinical research.
Serve as the primary administrative and customer-facing representative for SBC Biologics, providing accurate information about services and products and responding to inquiries.
Suggest alternative or supplementary product samples and disseminate laboratory test results to physicians and researchers.
Schedule and map research collections and appointments; schedule and recruit clinical donors.
Create and report on multiple orders and special projects, and onboard new research and hospital customers.
Consign and ship clinical samples in accordance with IATA policies and internal guidelines.
Order transfusable and non-transfusable blood products requested by physicians within Stanford Health Care, partner hospitals, and occasionally the national blood-sharing group NBE; interpret applicable transfusion policies and identify patient antigen, ABO, or CMV requirements and donor matches.
Act as liaison between RCS and internal and external clinical laboratories, transfusion services, physicians, donor collections, and others requesting SBC Biologics services or information.
Handle high volumes of inbound and outbound calls, faxes, emails, and other communications; provide timely, accurate responses to non-technical questions and direct technical questions to appropriate licensed staff.
Handle protected health information confidentially and enter patient data accurately into the SBC CRM using established procedures.
Process orders in compliance with organizational protocols and regulatory guidelines; update records and documentation to reflect current requests and patient or research needs.
Transcribe information from paper sources when needed and verify it with the originator; maintain and update patient folders, prevent duplicate or outdated documents, and verify data entered by others.
Escalate discrepancies and use persistence and tact to gain cooperation from physicians and clinical service teams.
Comply with governmental regulations and Stanford Health Care and Blood Center health and safety policies and practices.
Protect sensitive donor, patient, research subject, and employee information in accordance with applicable laws, professional ethics, accreditation standards, and legal requirements; do not disclose protected health information inappropriately.