SBC RESEARCH CLINICAL SVS SPEC

Stanford Health Care•Palo Alto, CA

3d•$33 - $42

About The Position

The Research Clinical Specialist performs complex clinical sample request handling, specimen intake, and consignment to hospitals, research laboratories, and other clinical operations. The role manages confidential patient and donor records and creates and processes sample requests in accordance with policies and internal procedures. It also serves as a communications liaison among collections, laboratory teams, and internal and external customers. The position places and manages orders for clinical research samples and blood products, schedules and recruits clinical donors, coordinates research collections and appointments, onboards research and hospital customers, and creates reports for orders and special projects. It provides administrative and customer-facing support for SBC Biologics, answers service and product inquiries, communicates appropriate information and test results to physicians and researchers, and consigns and ships samples according to IATA policies and internal guidelines. The role processes transfusable and non-transfusable blood product requests from physicians at Stanford Health Care, partner hospitals, and occasionally through the national blood-sharing group NBE. This requires interpreting transfusion policies and identifying patient-specific antigen, ABO, or CMV requirements and donor matches with accuracy and efficiency. The specialist serves as liaison among RCS, clinical laboratories, transfusion services, physicians, donor collections, and others who need SBC Biologics services or information, and handles a high volume of calls, faxes, emails, and other communications. The specialist accurately enters patient data into the SBC CRM, maintains and verifies patient folders and documentation, checks transcribed information against its source, escalates discrepancies, and ensures orders comply with organizational protocols and regulatory guidelines. The position requires careful handling of protected health information and other sensitive information, with strict adherence to privacy, security, health, safety, and confidentiality requirements. Non-technical questions are answered promptly; technical questions are referred to licensed team members, the Flow Cytometry lab, nurses, or physicians. The role may involve entering areas where human blood is handled and potential unanticipated exposure to bloodborne pathogens.

Requirements

High school diploma or GED.
2–3 years of direct customer service experience.
Familiarity with medical terminology and the ability to understand a variety of medical procedures.
Very strong attention to detail and ability to notice small variations.
Excellent written and verbal English communication skills, including phone and messaging, with people from diverse backgrounds.
Ability to understand and apply complex rules governing suitability of specimens requested for transfusion.
Ability to make decisions based on 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 dealing with customers and clinical partners.

Nice To Haves

College degree.
2–3 years of blood banking experience.
Working knowledge of Google Suite, tracking software, specifically InVita software, internal BEXWise, and database management.
Knowledge of blood components and blood banking capabilities.
CITI training and certification in research ethics and compliance upon hire.

Responsibilities

Place orders and consign clinical research samples, and manage the supply of samples for clinical research.
Serve as the primary administrative and front-facing representative for SBC Biologics, providing customer service and communication to internal and external customers.
Explain services and products, respond accurately to inquiries, suggest alternative or supplementary samples, and disseminate laboratory test results to physicians and researchers.
Schedule and map research collections and appointments, and schedule and recruit clinical donors.
Create and report on multiple orders and special projects, and onboard research and hospital customers.
Consign and ship clinical samples in accordance with IATA policies and internal guidelines.
Place physician-requested orders for transfusable and non-transfusable blood products for Stanford Health Care, partner hospitals, and occasionally NBE.
Interpret transfusion policies and identify patient-specific antigen, ABO, or CMV needs and suitable donor matches.
Act as liaison among RCS, internal and external clinical laboratories, transfusion services, physicians, donor collections, and others needing SBC Biologics services or information.
Handle a high volume of inbound and outbound calls, faxes, emails, and other communications.
Handle protected health information confidentially and accurately enter patient data into the SBC CRM using standard procedures.
Ensure orders comply with organizational protocols and regulatory guidelines, and keep records current with patient or research needs.
Transcribe data from paper sources and verify it with the originator; maintain and file patient folders and check that documents are current and not duplicated.
Verify patient information entered by others, escalate discrepancies, and persist tactfully in obtaining cooperation from physicians and clinical service teams.
Answer non-technical questions accurately and promptly, and refer technical questions to appropriate licensed team members, the Flow Cytometry lab, nurses, or physicians.
Comply with governmental regulations and Stanford Health Care and Blood Center health and safety policies, and support good health and safety practices.
Protect sensitive donor, patient, research subject, and employee information in accordance with applicable laws, professional ethics, accreditation standards, and legal requirements.