Spec, Patient Services - Cleveland, OH req38613 in Cleveland, OH at Quest Diagnostics

Date Posted: 2/17/2020

Job Snapshot

Job Description

Spec, Patient Services- Cleveland, Ohio - 8:00am-5:00PM

Job Overview:

This position of Patient Service Specialist is focused on working with our patient service, customer service and commercial teams. They are focused on the patient service needs for Cardio team in the Cardiovascular & Center of Excellence Franchise. They act as the operational point person for our Patient Services (Phlebotomy and PSC).

In addition, this person will work with Patient Services managers and supervisors to reduce errors and educate the field on CHL SOPs. This person will also work with third party draw sites. They will be responsible for the administrative work such as reconciliation of draws, specimen collection agreements, ELAs, etc. They will work collaboratively with Sales and are a liaison between all of Quest Diagnostics’ patient services management . The Patient Service Specialist coordinates activities to maximize client satisfaction through a close-loop problem resolution process for the COE and to ensure successful onboarding of COE IOPs.  They monitor patient service issues, communicate COE updates, administrative duties.

Duties and Responsibilities:

IOP Onboarding

•         Work with Commercial Sales as soon as the customer has identified a need for an IOP. Ensure the proper paperwork is submitted for approval and agreements are in place.

•         Develop a strong working relationship with commercial team and patient service supervisors and managers.

•         Schedule and conduct initial training sessions for patient service supervisor to ensure they understand how to set up a COE IOP.  Conduct follow-up or retraining sessions, if necessary. 

•         Monitor COE IOP issues and report to the supervisor/manager

•         Complete paperwork such as ELAs and request equipment for IOPs

•         Work with Quality on monthly IOP metrics and discuss quality

•         Maintain COE IOP information in sales force

•         Order office supplies

•         Set up waste removal for customers and ensure proper paperwork is in place.

•         Ensure total compliance with all company policies and government regulations.  Maintains required documentation.

 

PSC Monitoring

•         Monitor PSC issues for the COE and report to the supervisor/manager

•         Proactive approach to working with customers that utilize PSCs to schedule COE retraining with group leads, supervisors and managers.

Third Party Draw Solutions

•         Responsible for setting up approved third party draw solutions in sales force

•         Create Specimen Collection Agreement

•         Ensure all approvals are received

•         Maintain records

•         Terminate agreements when required

•         Reconcile monthly invoices from third party draws

      Manage other projects/responsibilities as assigned by director.

 

Qualifications:

Education Preferred:      High School degree or higher.

Work Experience:          Minimum of 4 years customer service or phlebotomy service.  

Other:                         

•              Broad understanding of the laboratory business and its service requirements

•              Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.

•              Strong writing and composition skills.

•              Strong organizational and prioritization skills.

•              Ability to work effectively in a team environment

  •             Proven problem solving skills with the ability to develop appropriate resolutions

  •             Action Oriented

  •              Customer Focused

  •              Functional / Technical Skills

  •              Composure

Performance Measures: 

IOPs onboarded

 PSC metrics

IOP metrics

Reduction in third party costs

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