Phlebotomist (Float) - Patient Outreach Service Specialist

Job Summary

Under the supervision of the Outreach Supervisor or designee, performs technical and non-technical duties within the WellStar Laboratory Outreach specimen collection locations. Duties included, but not limited to, WellStar EPIC system patient registration; WellStar EPIC system insurance and ICD-10 data entry; WellStar EPIC system laboratory test order entry; Quest Laboratory and Lab Corp systems patient registration; Quest Laboratory and Lab Corp systems insurance and ICD-10 data entry; Quest Laboratory and Lab Corp systems test order entry; resolving all customer service problems and issues at assigned in-office phlebotomy and patient service center locations; properly preparing and packing specimens for transport to analyzing laboratory; properly and accurately performing phlebotomy specimen collection; performing Quality Assurance and maintenance checks on all equipment in accordance to CLIA and CAP guidelines; and all other duties as assigned.

Core Responsibilities and Essential Functions

Perform Patient Registrations

• Check all lab orders (Epic/ Manual) for accuracy (patient identification, testing and insurance) in accordance to national patient safety goal.
• Accurately registers patient in Epic. Check all lab orders (electronic or manual) verifying the correct lab is chosen dependent upon patient's insurance.
• Verify all expected date.
• Verify 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 follows special procedures for test reporting requirements. Collaborates 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)

Customer Service Support

• Assisting Physician's/Office staff with ordering labs in Epic correctly. Collect orders
• Notifying physicians, or designee, immediately of critical lab results as requested
• If necessary, reprint any laboratory reports
• Assisting physician with any research and issue resolution
• Assisting physician office staff and patients in resolving all laboratory billing issues
• Making all follow-up phone calls to patients if re-collection of specimens is necessary
• Assists physicians and office staff in determining appropriate selection of diagnostic lab tests or test panels
• Serves as liaison between the office manager and supervisors on location concerns/issues
• Assists with patient questions and concerns. Escalates any issues appropriately that may arise outside of the Leads scope
• Fax lab results to Physicians as requested
• Maintain organized records and documents on site for three (3) months

Regulatory Agency's Quality Assurance Requirements

• 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)
• Must remain current on information regarding all CLIA and CAP requirements, in accordance to national patient safety goals
• Attendance at all mandatory staff meetings

Phlebotomy / Specimen Collection/Specimen Processing

• 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
• Collection and proper processing of all testing kits (Progenity, AVISE, Vectra, Natera)
• Responsible for current knowledge of test, tube and specimen requirements for WellStar, Quest and Lab Corp laboratories
• Responsible for 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

Required Minimum Education:

High school diploma Required or GED Required

Required Minimum License(s) and Certification(s):

Basic Life Support 1.00 Required BLS - Instructor 1.00 Required BLS - Provisional 1.00 Required

Additional Licenses and Certifications:

Required Minimum Experience:

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

Required Minimum 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

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