Coord, Patient Home Draw (Temp 6 months+)
Quest Diagnostics

Stoughton, Massachusetts

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.

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.
  • Medical terminology helpful
  • Excellent computer skills, good working knowledge of Microsoft Windows and Office products (Word, Excel, Outlook)
  • 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
High School Diploma or Equivalent


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