Specimen Technician Lead - 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 are considered a subject matter expert in pre‑analytical procedures, quality monitoring and problem resolution, act as a role model for meticulous customer service as they float to multiple sites and train other Hospital Processor roles following all pre‑analytical procedures, and demonstrate collaborative behavior in all aspects of customer interactions while navigating Quest resources for support.

Responsibilities

• Demonstrates excellent proficiency in test ordering policies, hospital processing procedures, specimen requirements for test ordering, sample preparation, Quantum, and compliance/legal requirements.
• Knowledge and competency of Hospital LIS system (client specific).
• Print Quest performed testing reports.
• Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources.
• Responsible for supply ordering processes.
• Performs remote accessioning (pre-accessioning), (client specific).
• Responsible for being a subject matter expert in Hospital processing procedure.
• Responsible for training Hospital Processor Coordinators.
• Responsible for coverage at multiple hospital locations while managing complex problem resolution responsibilities.
• Troubleshoot and problem resolution for specimen types, missing information, TIQ, TNP, additional sample requests, and other client issues related to area of responsibility.
• Responsible for Quest pending test management & interface test pending management.
• Identifies and documents any defects in the data entry process, using department defect definitions as a guide.
• Maintains and reports department quality data to include compliance audits and Best Practice Team reports.
• Identifies and escalates trends in quality/service issues and appropriate feedback to supervisors/managers when problems arise.
• Acts as a subject matter expert and resource for other Hospital Specimen Coordinator roles in problem resolution.
• Proactively evaluates quality issues, addresses and/or escalates trends for resolutions.
• Responsible for managing inbound calls with a positive client interaction.
• Communicates and collaborates effectively with the Hospital Lab Manager, as well as the Quest Diagnostics sales team and other functions in the organization.
• Communicates information regarding problem‑solving with specimens, test cancellations, testing requirements, billing requirements with various hospital staff.
• Test Down/Test Delay Notification, Quanum downtime notification.
• Coordinate Technical Consultation based on performing laboratory.
• Relays client concerns to Quest Diagnostics supervisor and sales.
• Participates in sales/operations review of account.
• Exhibits meticulous customer service by communicating and collaborating effectively with the Hospital Lab staff, Manager/Director, as well as other functional areas within Quest Diagnostics.
• Proactively collaborates with supervisor and commercial team to address client concerns.

Qualifications

• Proven experience in a lead or trainer capacity and a minimum of 3 years of specimen processing work experience in a lab required.
• Medical background preferred, which includes medical terminology applicable to a clinical laboratory.
• Previous experience in a production environment preferred.
• Position requires data background with abilities to enter 6,000 alphanumeric keystrokes/hour.
• Works in a biohazard environment, practicing good safety habits.
• Able to sit or stand for long periods.

Skills

• Handles multiple tasks simultaneously and works in a production environment.
• Hospital LIS Systems knowledge or experience a plus.
• Command of Microsoft Office Suite.
• Client interfacing role requiring strong communication, collaboration, and problem‑solving skills.
• The position requires demonstrated data‑entry skills to effectively utilize both the Quest Diagnostics system and the hospital client systems.
• Completes all required written documentation, legibly and within the assigned timeframe.
• Communicates effectively with all levels of staff.
• Maintains composure while working under pressure.
• Reflects good judgment when determining what action to take when resolving problems.
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