Serves as the initial laboratory contact for internal and external healthcare providers, workers, patients and clients. Provides direction and expertise across the continuum of laboratory services. Handles highly confidential information, solves problems of a general nature and facilitates reporting of patient laboratory results.

ACCOUNTABILITIES

1. Receives incoming phone calls for patient information, test results, phlebotomy services for acute care inpatients, homebound patients and ambulatory outpatients, courier services, various problems and special requests. Utilizes a variety of phlebotomy services, draw site locations, various hours of operation and testing menus to meet the requirements of the specific patient. Effectively communicates with clients to clarify patient information or to provide pertinent requestor information. Makes outgoing calls to physicians or patients when an error occurs to request a recollection. Communicates general information to medical, paramedical and lay individuals.

2. Utilizes multiple computer systems to investigate and resolve problems, such as missing specimens, delayed test results/reports, incorrect testing performed, incorrect patient demographics and/or account information.

3. Functions as resource for other ProMedica labs in report retrieval, problem investigation, resolution and test results reporting.

4. Phones and/or faxes results, many critical or stat in nature, to clients. Monitors stat and critical value broadcast printer and call/fax logs to expedite the process.

5. Utilizes various computers and resources to provide information regarding test results, specimen requirements, collection instructions, turnaround times, reference ranges, etc. Provides support to various hospitals, departments and individuals regarding ordering of tests and billing information.

6. Assists in retrieval of specimen to be used for additional tests that are ordered; contacting patients, providers, other laboratory employees, as needed.

7. Maintains knowledge of test synonyms, abbreviations and cross-referencing tests to specimen and container types.

8. Performs lab registration of patients, merging of patient accounts, as required for troubleshooting.

9. Responsible for the tracking of specimens, billing and distribution of results from testing sent to various reference laboratories.

10. Generates and distributes patient reports, billing reports, work aids and/or logs, etc. Performs miscellaneous duties, such as tabulating tests for periodic reporting, billing, dispatching of phlebotomists and/or couriers, general filing, etc.

11. Complies with requirements of accreditation (The Joint Commission, CAP) and regulatory agencies by attending in-services and continuing lab education, participating in process improvement teams and maintaining hospital and departmental policies and procedures, objectives, safety, and infection control. Agrees to comply with HIPAA guidelines and PHI policies.

12. Performs other duties as assigned