Specimen Lead Technician - Hospital

About the role

The Hospital Specimen Associate, Lead is proficient in the Hospital Specimen Associate, Lead job duties while managing the most complex problem resolutions. They serve as a subject matter expert in pre‑analytical procedures, quality monitoring and problem resolution, act as a role model for meticulous customer service while floating to multiple sites and training other Hospital Processor roles, follow all pre‑analytical procedures, demonstrate collaborative behavior in customer interactions, and navigate Quest resources for support.

Responsibilities

• Specimen Processing & Test Send Out: demonstrate proficiency in test ordering policies, hospital processing procedures, specimen requirements, sample preparation, Quantum, compliance/legal requirements; knowledge of hospital LIS system; print Quest performed testing reports; interpret specimen flow/tracking data; responsible for supply ordering; perform remote accessioning; act as subject matter expert in hospital processing; train Hospital Processor Coordinators; provide coverage at multiple hospital locations while managing complex problem resolution.
• Problem Resolution: troubleshoot specimen types, missing information, TIQ, TNP, additional sample requests, and other client issues; manage Quest pending test and interface test pending; identify and document data entry defects using department defect definitions; maintain and report department quality data (compliance audits, Best Practice Team reports); identify and escalate quality/service trends to supervisors/managers; act as subject matter expert/resource for other Hospital Specimen Coordinator roles; proactively evaluate quality issues and escalate trends for resolution.
• Customer Service: manage inbound calls with positive client interaction; communicate and collaborate with Hospital Lab Manager, Quest Diagnostics sales team and other functions; communicate problem‑solving information regarding specimens, test cancellations, testing requirements, billing requirements with hospital staff; provide Test Down/Test Delay Notification, Quanum downtime notification; coordinate Technical Consultation based on performing laboratory; relay client concerns to Quest Diagnostics supervisor and sales; participate in sales/operations review of account; exhibit meticulous customer service by communicating and collaborating with Hospital Lab staff, Manager/Director, and other functional areas; proactively collaborate with supervisor and commercial team to address client concerns; participate in sales/operations review of account.

Qualifications

• Required Work Experience: proven experience in a lead or trainer capacity and a minimum of 3 years of specimen processing work experience in a lab.
• Preferred Work Experience: medical background preferred (including medical terminology applicable to a clinical laboratory); previous experience in a production environment preferred.
• Physical and Mental Requirements: ability to enter 6,000 alphanumeric keystrokes per hour; work in a biohazard environment practicing good safety habits; able to sit or stand for long periods.

Skills

• Handles multiple tasks simultaneously; works in a production environment.
• Hospital LIS systems knowledge or experience a plus.
• Command of Microsoft Office Suite.
• Strong communication, collaboration, and problem‑solving skills for client interfacing role.
• Demonstrated data‑entry skills to effectively utilize Quest Diagnostics and hospital client systems.
• Completes all required written documentation legibly and within assigned timeframe.
• Communicates effectively with all levels of staff; maintains composure under pressure; reflects good judgment when determining actions to resolve problems.
• Strong interpersonal skills that foster a positive environment.
• Demonstrates flexibility and ability to adapt to change.

Benefits

• Day 1 Medical, supplemental health, dental & vision for full‑time employees working 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.

Pay

Pay range: $21