IOP Transition Specialist

Job Title: IOP Transition Representative

Quest Diagnostics is seeking a highly skilled IOP Transition Representative to join our team. As a key member of our Field Services Department, you will be responsible for providing exceptional onboarding services to new and complex clients who have been approved for placement of an in-office phlebotomist (IOP).

Key Responsibilities:

• Provide effective onboarding services for new IOP clients and related phlebotomists.
• Ensure clients and phlebotomists are well-trained on test ordering processes and office protocols.
• Resolve any TIQ or TNP issues and provide feedback to clients.
• Ensure client set-up is completed prior to go-live (i.e., supplies, connectivity, work station, etc.).
• Take initiative to resolve issues or escalate to appropriate manager for resolution.
• Responsible for training, coaching, and providing input on the performance evaluation of phlebotomists as appropriate.
• Assist in the roll-out of new policies and procedures.
• Greet patients appropriately and treat all clients and patients in a courteous and caring manner.
• Ensure all field phlebotomy and IOP specimens are collected accurately and on time according to established procedures.
• Responsible for completing requisitions accurately.
• Meet with clients to confirm handwritten orders, verify test(s) ordered, obtain accurate billing information, i.e., diagnosis codes, UPIN information, etc.
• Research test/client information utilizing lab computer system or Directory of Service.
• Label, centrifuge, split, and freeze specimens as required by test order.
• Package specimens for transport.
• Assist in relocating, opening new facilities as necessary, maintains required records and documentation.
• Reads, understands, and complies with departmental policies, protocols, and procedures: (i.e., Procedure Manuals, Safety Manual, Compliance Manual, Automobile policies and procedures, Employee Handbook, Quality Assurance Manual).
• Maintains all appropriate PSC/Phlebotomy logs.
• Assist with compilation of monthly statistics and data. Submits data on time monthly.
• Perform basic clerical duties, i.e., filing, faxing, preparing mail. Will be required to perform electronic data entry.
• Submits accurate time and travel logs as directed by management and on time.
• Submits accurate expense forms, if applicable, on the required day.
• Assist with compilation of monthly statistics and data. Submits data on time monthly.
• Adheres to departmental and company code of grooming and dress code and lab coat policies, appearing neat and clean at all times.
• Reports on time to work, following attendance guidelines.
• Answers the telephone in a friendly and helpful manner, by incorporating the company name, self-identification, and a helpful statement.
• Communicates all unresolved problems immediately to the appropriate Manager, Supervisor, Group Leader, or PSR IV for resolution. Remains polite and courteous at all times.
• Keeps work area neat and clean. Disposes of biohazard containers when scheduled.
• Performs other department-related clerical duties when assigned.
• Answers phone and dispatch calls when assigned.
• Participates on teams and special projects when asked.
• Ensures facilities are neat, clean, and in good repair, takes appropriate action to advise Group Leader or Supervisor of required repairs and maintenance.
• Assist with periodic inventory counts, report shortages and problems to group leader or supervisor as they occur.
• Work effectively with staff employees to ensure compliance with dress code, EHS & QA requirements, customer service requirements, and SOP's, advising supervisor of any issues or problems as they arise.
• Communicate professionally with clients and patients to resolve or refer, and document problems, prepare problem documentation, and report critical issues as they occur.
• Assist supervisors with the implementation of SOPs for phlebotomy services in accordance with Quest Diagnostics guidelines.
• With direction and guidance from supervisor, and having appropriate training guidelines, act as mentor and resource person for new employees, assisting with transition into the PSC work environment and the familiarity with department protocols, practices, and procedures.
• Assist with distribution of technical information and communications to the work group.
• Assist with the preparation of schedules for the assigned work group or PSC's.
• Travel may be required for in-office phlebotomy or to work at multiple locations.
• Must be able to work cross-functionally with the sales and client services organizations.
• Must be able to make decisions based on established procedures and exercise good judgment. Seek supervisor guidance when appropriate.

Requirements:

• 5 years of phlebotomy experience required, inclusive of pediatric and geriatric venipuncture, capillary collections.
• Minimum 2 years as a phlebotomist in Patient Service Center environment.
• Keyboard/data entry application experience required.
• Customer service in a service environment required.
• Must have reliable transportation, valid driver license, and clean driving record.
• Leadership experience is desirable.

Physical and Mental Requirements:

• Position requires travel.
• Must be flexible and available based on staffing requirements; weekends, holidays, and overtime. May be required to work occasional on-call duties weekends, evenings, and early AM.
• Occasionally lifting up to 25 pounds.
• May require extended periods of focus.
• May require extended periods of sitting or standing.
• Ability to manage stress.
• Capable of handling multiple priorities in a high-volume setting.

Knowledge:

• Knowledge of medical terminology helpful.
• Demonstrated familiarity and compliance with all protocols, practices, and procedures of Field Services Department.
• The position requires the ability to effectively communicate in English.

Skills:

• Excellent phlebotomy skills.
• Ability to work independently with minimal supervision.
• Strong organizational skills.
• Strong communication skills.
• Strong interpersonal skills.
• Excellent keyboard/data entry skills preferred.

Education:

• High School Diploma or Equivalent.

License/Certifications:

• Medical training: medical assistant or paramedic training.

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