Phlebotomist (Float) - Patient Outreach Service Specialist

About the Role

Under the supervision of the Outreach Supervisor or designee, performs technical and non-technical duties within the WellStar Laboratory Outreach specimen collection locations.

Responsibilities

• Perform WellStar EPIC system patient registration, insurance and ICD-10 data entry, and laboratory test order entry
• Perform Quest Laboratory and Lab Corp systems patient registration, insurance and ICD-10 data entry, and test order entry
• Resolve all customer service problems and issues at assigned in-office phlebotomy and patient service center locations
• Properly prepare and pack specimens for transport to analyzing laboratory
• Properly and accurately perform phlebotomy specimen collection
• Perform Quality Assurance and maintenance checks on all equipment in accordance to CLIA and CAP guidelines
• Check all lab orders (Epic/Manual) for accuracy (patient identification, testing and insurance) in accordance to national patient safety goal
• Accurately register patients in Epic
• Verify correct lab is chosen dependent upon patient's insurance
• Verify expected date and 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 follow 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)
• Assist Physician's/Office staff with ordering labs in Epic correctly (Future/Standing/Clinic Collect orders)
• Notify physicians, or designee, immediately of critical lab results as requested
• Reprint any laboratory reports if necessary
• Assist physician with any research and issue resolution
• Assist physician office staff and patients in resolving all laboratory billing issues
• Make all follow-up phone calls to patients if re-collection of specimens is necessary
• Assist physicians and office staff in determining appropriate selection of diagnostic lab tests or test panels
• Serve as liaison between the office manager and supervisors on location concerns/issues
• Assist with patient questions and concerns; escalate any issues appropriately that may arise outside of the Lead's scope
• Fax lab results to Physicians as requested
• Maintain organized records and documents on site for three (3) months
• 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)
• Remain current on information regarding all CLIA and CAP requirements, in accordance to national patient safety goals
• Attend all mandatory staff meetings
• 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
• Package all specimens according to DOT guideline and prepare for courier pick-up by WellStar, Quest, Lab Corp, Fed Ex couriers
• Collect and properly process all testing kits (Progenity, AVISE, Vectra, Natera)
• Maintain current knowledge of test, tube and specimen requirements for WellStar, Quest and Lab Corp laboratories
• Maintain 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

Qualifications

• High school diploma or GED required
• Basic Life Support (BLS), BLS - Instructor, and BLS - Provisional certifications required

Preferred Experience

• Minimum 1 year of previous phlebotomy and specimen processing experience preferred and/or completed WellStar Lab Outreach externship
• Minimum 1 year of previous computer registration skills preferred and/or completed WellStar Lab Outreach externship
• Minimum 1 year of Customer Service experience preferred and/or completed WellStar Lab Outreach externship

Required Skills

• Requires excellent Customer Service skills
• Excellent verbal and written communication skills
• Requires efficient and accurate computer skills
• Must be able to work and maintain professional demeanor under stressful conditions
• Requires efficient multi-tasking and organizational skills
• Must be able to gracefully maintain composure in difficult situations