Patient Services Team Lead

About the role

Patient Service Team Leaders, under the direction of the area supervisor, ensure that daily work of the Patient Service Centers (PSCs) and In-office Patient Services Technician (IOPSTs) are completed accurately and on time. The person in this position maintains a safe and professional environment for patients, clients, and employees and provides administrative and training support to the supervisors. The person in this position functions as the backup to the area supervisor.

Responsibilities

• Ready to travel to a client location within a designated region with short notice.
• Assist supervisors with the implementation of Standard Operating Procedures (SOP's) for patient services in accordance with PathGroup guidelines.
• Function as back up for the Patient Services Supervisor as necessary and carry out duties in his/her absence.
• Coordinate the work of patient services technicians in the Patient Service Centers and In-office Patient Services Technicians (IOPSTs) to assure that production is consistent and service levels are maintained.
• Play an important role in the dissemination of information to employees.
• Responsible for training, coaching, and providing input on the performance evaluation of the phlebotomists.
• Assist in relocating, opening new facilities as necessary.
• Perform site visits as assigned, and document findings.
• Assist with QA (quality assurance) audits.
• Greet customers appropriately and treat all customers in a courteous manner.
• Ensure all field phlebotomy and PSC specimens are collected accurately and on time.
• Collect specimens according to established procedures.
• Properly explain in a clear but courteous manner the process of venipuncture (blood drawing) and/or other specimen collection (e.g., urine or fecal) as required.
• Reduce patient anxiety by providing a calm environment for patients before, during, and after the collection process.
• Dispose of blood or other biohazard fluids or tissue in accordance with applicable laws, standards, or policies.
• Dispose of contaminated sharps in accordance with applicable laws, standards, and policies.
• Complete requisitions accurately within Pathconnect and/or other PathGroup computer applications.
• Enter patient, specimen, insurance, or billing information into the computer with attention to detail to maintain a high level of accuracy.
• Communicate with clients to confirm handwritten orders, verify test(s) ordered, and obtain accurate billing information (e.g., diagnosis codes, UPIN information).
• Research test/client information utilizing lab computer system.
• Match laboratory requisition forms to specimen tubes.
• Label, centrifuge, split, and freeze specimens as required by test order.
• Package specimens for transport; store specimen samples according to required temperature, place samples in appropriate collection container/tube, accurately label, and follow protocol-specific procedures to maintain specimen integrity during transport.
• Demonstrate proficiency of proper collection methods and proper processing of all specimens.
• Maintain required records and documentation.
• Prepare schedules with minimal overtime for employees and floaters to be submitted to the supervisor for approval.
• Assist with time/attendance entry of employees.
• Maintain daily records and all appropriate PSC/IOPST Patient Services logs.
• Assist with the compilation of monthly statistics and data.
• Perform basic clerical duties (e.g., filing, faxing, preparing mail) 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 week prior or as directed by management.
• Demonstrate organizational commitment.
• Adhere to departmental and company code of grooming, dress code, and lab coat policies, appearing neat and clean at all times.
• Utilize time appropriately and maintain fluctuating patient flow.
• Display courteous and professional behavior to clients, patients, and co-workers.
• Communicate with co-workers and clients in a way that promotes a harmonious and cooperative working environment.
• Answer the telephone in a friendly and helpful manner, incorporating the company name, self-identification, and a helpful statement.
• Perform duties in an independent manner.
• Communicate pertinent information/issues to supervisor, manager, or group leader for resolution.
• Contribute to a positive work climate and to the team effort of the department and company.
• Ensure facilities are neat, clean, and in good repair; take appropriate action to advise Group Leader or Supervisor of required repairs and maintenance.
• Assist with periodic inventory counts; report shortages and problems to the supervisor as they occur.
• Utilize proper PPE (Personal Protective Equipment) to ensure patient and personal safety.
• Exercise