Coord, Patient Home Draw (Temp 6 months+) in Stoughton, MA at Quest Diagnostics

Date Posted: 11/30/2022

Job Snapshot

  • Location:
    909 Sumner Street
    Stoughton, MA
  • Date Posted:
    11/30/2022
  • Function
    Operations
  • Job Family
    Patient Services
  • Remote
    On-site
  • Position Type
    Temporary Full-Time
  • Shift
    Day

Job Description

Responsible for resolving all client concerns regarding patients that require a home draw. Troubleshoot inquiries from all sources (i.e., Client Services/Sales). Develop and maintain schedule for phlebotomists assigned to the home-draw patient. Client notification and follow up required on these and more complex issues. Resolve all concerns to satisfaction of client and patient. 
  • Handle all concerns regarding patient home draws. These concerns are received by telephone, in writing/FAX and in person. Calls are the result of a specific need for a home draw based on patient/client need or to resolve a previously poor collection at a PSC. Call volume may be heavy at times.  
  • Daily logs/schedules will be developed and tracked to completion for field phlebotomists to complete the home draws in a timely manner. 
  • Document reporting or call history will be maintained for department metrics. 
  • The Coordinator will contact the client or patient to resolve routine matters related to patient testing. Patients may also be called to schedule at home services. 
  • Use established protocols for reporting client complaints. 
  • Provide research and resolution on complex issues, including those that have been referred by Client Services. 
  • Voluntarily backs up in-house phlebotomists, when needed.  
  • May provide training to new hires. 
  • Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement. 
  • May assist Group Leader in the delegation of work in the absence of the supervisor or manager. 
  • Has ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.  
  • Must exhibit comfortable interaction with technical staff and other departments. 
  • May handle specimens. 
QUALIFICATIONS

Required Work Experience:  

  • Phlebotomy skills required, with 2-3 years of both pediatric and geriatric included.  
  • 2-5 years clinical laboratory and/or customer service experience required 

Preferred Work Experience:  

  • Experience in a Call Center environment preferred 
  • Some data entry experience preferred  
  • Customer service background preferred 
  • Previous medical or clinical laboratory background preferred 

Physical and Mental Requirements:  

  • Occasionally lifting up to 25 pounds  
  • May require extended periods of focus   
  • May require extended periods of sitting or standing  
  • Ability to manage stress   
  • Capable of handling multiple priorities in a high volume setting 
  • Must be able to handle a large volume of calls quickly and professionally. 

Knowledge:  

  • Medical terminology helpful 
  • Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook) 

Skills:  

  • Basic typing and computer skills 
  • Strong teamwork skills 
  • Strong communication skills Strong communication skills 
  • Strong problem-solving skills 
  • Ability able to operate basic office equipment.  
  • Strong sense of integrity 
  • Willingness to accept additional responsibilities with a positive attitude

EDUCATION
High School Diploma or Equivalent

LICENSECERTIFICATIONS