Phlebotomy - Problem Resolution Specialist

Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary: Responsible for providing problem solving on issues such as sample integrity, volume, test clarification, patient name discrepancies, and/or questionable results. This position serves as a resource for specimen and testing information to both clients and/or CPL remote locations. Adheres to departmental policies and procedures to include department programs, quality control, quality improvement, and safety. Must project a professional image through telephone communication to clients and/or CPL remote locations.

Principle Responsibilities:

• Utilizes technical skills and abilities to accurately resolve issues for basic customer-related issues.
• Follows laboratory procedures in resolving problems.
• Correctly identifies the problem and resolves the issue internally if possible.
• Resolves the issue by using resources in other departments within CPL.
• Must be familiar with the appropriate protocol for ordering, crediting, noting out, and canceling tests in the Laboratory Information System (LIS).
• Provides a link between the technical sections of CPL and customer service and/or CPL remote locations.
• Must be familiar with current work lists and how to track all ordered tests analyzed.
• Must be familiar with test requesting, labeling, specimen storage and retrieval, and how to track all specimens received for testing.
• Provides specimen requirements, reference ranges, and information on specimen stability.
• Documents all communication for appropriate follow-up.
• Receives and initiates communication from/to customer service/CPL remote locations to discuss the resolution of problems.
• Follows all compliance policies.
• Utilizes technical skills and abilities to accurately handle and process specimens.
• Follows laboratory procedures for specimen processing.
• Understands and follows all safety, infection control, and OSHA Blood Borne Pathogen guidelines.
• Correctly identifies proper tubes, containers, transport media, and storage temperature for each test type.
• Determines specimen acceptability, consulting specimen requirements in the Laboratory Information System.
• Operates general laboratory equipment, including but not limited to: telephones, computers, centrifuges, testing analyzers, and front-end automation equipment.
• Communicates with laboratory staff and customer service to ensure quality patient care.
• Maintains and supports a service-oriented relationship with its customers.
• Respects and maintains the confidentiality of information relative to clients and patients.
• Strives to maintain a positive work environment.
• Enthusiastically performs miscellaneous duties with completion in a designated time frame.

Scope: Promotes quality client/patient relations and creates a supportive climate by serving as a role model. Respects and maintains the confidentiality of information relative to the laboratory. Adheres to laboratory policies and regulations. Works with minimal direction, consulting with technologists, supervisors, and/or pathologists as needed. Operates general laboratory equipment, including but not limited to: telephones, computers, centrifuges, and front-end automation equipment. Effectively communicates via written, verbal, face-to-face, telephone, and computer methods.

Education: High school diploma or GED.

Experience:

Minimum – training or experience in specimen collection and/or processing.

Preferred – two years of laboratory training or experience in specimen collection and handling, and processing and/or related healthcare field experience.

Skills: Must have excellent telephone/communication skills and project a professional image and pleasant demeanor. Knowledge in medical terminology is preferred but not necessary. Ability to read and write.

Physical Requirements: Requires light to medium lifting and carrying objects weighing up to 50 pounds. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with both hands, pinching with thumb and forefinger, twisting with hand and wrist, climbing under, lifting up, lifting down, and reaching under. Routinely requires visual discrimination of color, size, shape, and motility. Requires the ability to hear audible alarms on temperature monitored equipment and automated analyzers. May also be required to work overtime.

Environmental Demands: Works in a temperature-controlled environment with constant exposure to biological and chemical hazards. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.

Scheduled Weekly Hours: 40

Work Shift:

Job Category: Laboratory Operations

Company: Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.