Patient Services Team Lead

About the Role

Patient Service Team Leaders ensure the daily operations of Patient Service Centers (PSCs) and In-office Patient Services Technicians (IOPSTs) are completed accurately and on time. This role maintains a safe and professional environment for patients, clients, and employees while providing administrative and training support to supervisors. The Team Leader also serves as a backup to the area supervisor.

Responsibilities

• Travel to client locations within a designated region with short notice.
• Assist supervisors with implementing Standard Operating Procedures (SOPs) for patient services in accordance with PathGroup guidelines.
• Serve as backup for the Patient Services Supervisor and carry out duties in their absence.
• Coordinate the work of patient services technicians to ensure consistent production and maintained service levels.
• Disseminate information to employees effectively.
• Train, coach, and provide input on the performance evaluation of phlebotomists.
• Assist in relocating or opening new facilities as needed.
• Perform site visits as assigned and document findings.
• Assist with Quality Assurance (QA) audits.
• Greet customers courteously and professionally.
• Ensure all field phlebotomy and PSC specimens are collected accurately and on time.
• Collect specimens according to established procedures, explaining processes clearly to reduce patient anxiety.
• Dispose of biohazard fluids, tissues, and contaminated sharps in compliance with laws, standards, and policies.
• Complete requisitions accurately within Pathconnect and other PathGroup computer applications.
• Enter patient, specimen, insurance, or billing information into the computer with attention to detail.
• Communicate with clients to verify orders, test details, and billing information (e.g., diagnosis codes, UPIN).
• Research test and client information using the lab computer system.
• Match laboratory requisition forms to specimen tubes; label, centrifuge, split, and freeze specimens as required.
• Package specimens for transport, ensuring proper storage and labeling to maintain specimen integrity.
• Prepare employee schedules with minimal overtime and submit for supervisor approval.
• Assist with time and attendance entry for employees.
• Maintain daily records and appropriate PSC/IOPST logs.
• Compile monthly statistics and data.
• Perform basic clerical duties (filing, faxing, mail preparation) and electronic data entry.
• Approve time in attendance software by noon on the Monday following the end of the pay period.
• Submit accurate expense and travel logs on Monday for the prior week or as directed.
• Adhere to departmental and company grooming, dress code, and lab coat policies.
• Manage fluctuating patient flow efficiently.
• Display courteous and professional behavior to clients, patients, and coworkers.
• Answer telephones in a friendly and helpful manner, incorporating company name and self-identification.
• Perform duties independently and communicate pertinent issues to supervisors for resolution.
• Contribute to a positive work climate and team effort.
• Ensure facilities are neat, clean, and in good repair; report required repairs or maintenance.
• Assist with periodic inventory counts and report shortages or problems to supervisors.
• Utilize proper Personal Protective Equipment (PPE) to ensure safety.
• Adhere to laboratory safety precautions and procedures as outlined in manuals.
• Align job responsibilities with industry best security practices and regulatory guidelines to protect sensitive data.
• Familiarize with and abide by the Corporate Compliance Program and all Corporate policies, including Privacy and Security policies.
• Collaborate with other departments within PathGroup and subsidiaries.
• Perform other duties as assigned.