SBC RESEARCH CLINICAL SVS SPEC

Stanford Health Care•Stanford, CA

1d•$33 - $42•Hybrid

About The Position

This Stanford Blood Center role performs complex handling of clinical sample requests, specimen intake, and consignment to hospitals, research laboratories, and other clinical operations. The position manages confidential patient and donor records, creates and processes sample requests according to internal policies, and serves as a communications liaison for collections and laboratory team members. It is a full-time, day-shift position listed as hybrid in Palo Alto, California. The role places and consigns clinical research samples, coordinates sample supplies, schedules research collections and donor appointments, recruits clinical donors, and supports customers and special projects. It serves as a primary administrative and customer-facing representative for SBC Biologics, providing information about services and products, responding to inquiries, communicating test results to physicians and researchers, and onboarding research and hospital customers. It also places orders for transfusable and non-transfusable blood products, applying applicable blood-center and hospital transfusion policies and matching patient needs with suitable donors. The position acts as a liaison among Research and Clinical Services, clinical laboratories, transfusion services, physicians, donor collections, and other service users. It handles substantial incoming and outgoing communications; accurately enters patient information, maintains patient folders and documentation, checks transcribed data, verifies records, and escalates discrepancies. It protects confidential and protected health information and ensures orders follow organizational protocols and regulatory guidelines. Non-technical questions are answered directly, while technical questions are referred to appropriate licensed staff. The employee must follow applicable health, safety, privacy, and security requirements. The role may involve entering areas where human blood is handled, with potential for unanticipated exposure to bloodborne pathogens.

Requirements

High school diploma or GED required.
Two to three years of direct customer service experience required.
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 verbal and written English communication skills, including phone and messaging communication 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 dealing with customers and clinical partners.

Nice To Haves

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

Responsibilities

Place orders for and consign clinical research samples; manage sample supplies for clinical research.
Serve as the primary administrative and front-facing representative for SBC Biologics, providing customer service and communicating information about services, products, inquiries, and laboratory test results.
Schedule and map research collections and appointments; 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 requested orders for transfusable and non-transfusable blood products, interpreting transfusion policies and identifying patient-specific product requirements and donor matches.
Act as a liaison among Research and Clinical Services, clinical laboratories, transfusion services, physicians, donor collections, and other internal and external service users.
Handle high volumes of calls, faxes, emails, and other communications.
Handle protected health information confidentially and enter patient data accurately into the SBC CRM using standard procedures.
Process orders in compliance with organizational protocols and regulatory guidelines; update records to reflect current requests and patient or research needs.
Transcribe and carefully verify information from paper sources with the originator when needed.
Create, maintain, and file patient folders; keep records current, prevent duplicate documents, verify information entered by others, and escalate discrepancies.
Answer non-technical questions and refer technical questions to appropriate licensed team members, Flow Cytometry laboratory staff, registered nurses, or physicians.
Comply with governmental, Stanford Health Care, and Blood Center health and safety requirements and support good safety practices.
Protect sensitive donor, patient, research-subject, and employee information in accordance with applicable laws, ethics, accreditation standards, and policies.