Patient Outreach Services Specialist

Core Responsibilities And Essential Functions

• Perform Patient Registrations
• Accurately registers patient in Epic.
• Verify all expected date.
• Verify accurate test information is captured in multiple registration systems (WellStar Epic System or the Quest and Lab Corp systems).
• Verify that insurance is current, correct and verified in the registration system.
• Scan all patient information in the Epic system (ID, insurance card, manual lab orders).
• Order test(s) in computer system and follows special procedures for test reporting requirements.
• Collaborate with physician, and office staff to verify accuracy.
• Verify test reports/results are sent to appropriate personnel.
• (Physician and/or appropriate office)
• Verify activity is recorded and performs monthly audit reports of all registrations for non-WellStar labs.
• Verify all STATs are sent to laboratory within time guidelines.
• (Schedule all STAT pick-ups)
• Print ABN (if required), present to patient provide verbal explanation and obtain signature.
• Collect payments for SP3 (Time of Service patients) for all approved lab test.
• (credit card, check, money order)

Phlebotomy / Specimen Collection/Specimen Processing

• Properly identify the patient by following the WellStar Patient Care Safety policies.
• Properly perform venipunctures procedures on patients of all ages.
• Follow Laboratory policies regarding hard stick situations.
• Properly process all specimens according to established specimen requirements.
• Pack all specimens according to DOT guideline and prepare for courier pick-up by WellStar, Quest, Lab Corp, & Fed Ex couriers.
• Responsible for current knowledge of test, tube and specimen requirements for WellStar, Quest and Lab Corp laboratories.
• Responsible for current knowledge on collection and processing requirements of specialty testing such as GTT, Breath test and Bariatric testing for WellStar, Quest and LabCorp.
• Use proper hand hygiene in accordance to patient safety goals.

Customer Service Support

• Assist Physicians/Office staff with ordering labs in Epic correctly.
• (Future/Standing/Clinic Collect orders)
• Notify physicians, or designee, immediately of critical lab results as requested.
• If necessary, reprint any laboratory reports.
• Aid physician with any research and issue resolution.
• Aid physician office staff and patients in resolving all laboratory billing issues.
• Makes all follow-up phone calls to patients if re-collection of specimens is necessary.
• Serves as liaison between the office manager and supervisors on location concerns/issues.
• Aids physicians and office staff in determining appropriate selection of diagnostic lab tests or test panels.
• Escalates any issues appropriately that may arise outside of the Leads scope.
• Fax lab results to Physicians as requested.
• Maintain organized records and documents on site for three (3) months.

Regulatory Agencies Quality Assurance Requirements

• Perform all daily QA checks on equipment.
• Perform quarterly safety inspections and prepare report of findings for tracking.
• Perform quarterly Chemical Inventory inspections and prepare report of findings to safety officer.
• Complete monthly workload tallies.
• Complete all annual personnel requirements (lab procedure review, mandatory continual education review, net learning CEUs, & employee physical examination).
• Must remain current on information regarding all CLIA and CAP requirements, in accordance to national patient safety goals.
• Attends all mandatory staff meetings.
• Complies with all WellStar Health System policies, standards of work, and code of conduct.