Client Lab Coordinator - Oncology I

Monday to Friday, 9:30 AM to 6:00 PM, with rotational weekends.

Pay

Pay range: $24.46 - $36.70 per hour. Salary offers are based on relevant skills, training, experience, education, certifications, market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.

Benefits

• Day 1 Medical, supplemental health, dental & vision for full-time employees (30+ hours)
• Best-in-class well-being programs
• Annual, no-cost health assessment program (Blueprint for Wellness®)
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

About the role

This position is critical to quality for customer satisfaction and is an important part of Oncology White Glove Services. The Client Lab Coordinator provides general support within the department, including managing incoming client communications, resolving test questions, and handling test order modifications for Oncology specimens. This role requires the ability to learn and understand compliance regulations related to Oncology test ordering.

Responsibilities

• Respond to customer inquiries via telephone, fax, or email regarding patient results, test inquiries, and other client needs.
• Document call history in required systems and maintain complete, accurate records.
• Provide laboratory results to clients using established protocols.
• Investigate specialized testing and interface pending orders.
• Cancel or delete testing using established protocols.
• Support priority handling of samples with limited stability and problems impacting client and patient care.
• Resolve specialized testing problem samples, including accessioning, labeling, worksheet preparation, and delivery to testing bench.
• Retrieve specimens from storage, investigate sample adequacy, research test ordering information, specimen requirements, and stability.
• Complete specialized test additions, including accessioning, labeling, and delivery to testing bench.
• Pull blocks/slides for return upon client request.
• Investigate and search for missing specimens in Oncology departments.
• Understand compliance policies related to test ordering, reporting, add-on tests, TNP’s, reflex tests, and custom panels.
• Complete tasks in multiple local Laboratory Information Systems.
• Serve as liaison between client and technical/medical departments.
• Resolve common specimen problems and communicate with internal departments to avoid testing delays or service failures.
• Monitor technical department pending lists to facilitate testing.
• Troubleshoot and triage routine medical/technical requests.
• Facilitate Pathologist and Technical consults by pulling patient slides and reports.
• Conduct the process of loaning out AP materials.
• Resolve specialized testing-related Referral Testing inquiries and problems.
• Report and escalate client concerns using established protocols.
• Participate in regular meetings with technical, scientific, and medical experts to gain knowledge, monitor efficiency, and evaluate work processes.
• Onsite laboratory presence.
• Other duties as assigned.

Requirements

• Minimum of 3-5 years of clinical laboratory, customer service, specimen handling, and/or problem resolution experience.
• Experience in oncology, pathology, or a related clinical field (preferred).
• High school graduate or equivalent (required).
• Bachelor’s Degree (preferred).

Physical and Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands, and/or fingers (e.g., typing).
• Able to transport samples/paperwork to and from various departments.

Knowledge

• Proper telephone etiquette for handling customer inquiries.
• Basic knowledge of operating office equipment.
• Knowledge of specimen requirements for medical laboratory tests and preservation methods.
• Knowledge of laboratory operations and medical/laboratory terminology.
• Understanding of Quality Service and its measurement.

Skills

• Excellent interpersonal and communication skills (oral and written).
• Strong computer skills (Word, Excel, Outlook).
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain a professional and tactful manner in stressful situations.
• Comfortable interacting with technical staff and other departments.
• Ability to handle client information confidentially.

Work Environment

• Handling and transporting biological samples.
• May be exposed to various odors or sounds.