Client Lab Coordinator - Oncology I at Quest… · San Juan…

Client Lab Coordinator - Oncology I - San Juan Capistrano, CA, Sunday to Thursday, 9:30 AM to 6:00 PM

Pay range: $27.18 - $35.00 / hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information: We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 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
• and so much more!

Coordinator, Client/Lab – Oncology I is responsible for general support functions within the department including managing incoming client communications, resolving test questions, and handling test order modifications for Oncology specimens.

This position is critical to quality for customer satisfaction and is an important part of Oncology White Glove Services.

This role requires the ability to learn and understand the compliance regulations related to Oncology test ordering.

Responsibilities

• Responsible for customer inquiries received by telephone, fax or email regarding reporting of patient results, inquiries of tests and services, and other client needs.
• Document the call history in the required system and maintain complete and accurate records.
• Provide laboratory results to clients using established protocols.
• Investigate specialized testing Interface Pending orders.
• Cancel or delete testing using established protocols.
• Supports and/or provides priority handling of samples with limited stability and problems impacting client and patient care.
• Resolve specialized testing problem samples including up to accessioning, labeling, work sheeting and delivery to testing bench using established protocols.
• Demonstrates ability to correctly and efficiently retrieve specimens from storage, investigate sample adequacy, research test ordering information, specimen requirements and stability.
• Complete specialized test adds including accessioning, labeling and delivery to testing bench using established protocols.
• May be asked to pull blocks/slides for return upon client request.
• Investigate and search for missing specimens in Oncology departments.
• Demonstrates an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP's, reflex tests and custom panels.
• Complete tasks in multiple local Laboratory Information Systems.
• Serve as liaison between client and technical/medical departments.
• Primary point-of-contact for resolution of common specimen problems and communication with internal departments to avoid testing delays and/or service failures.
• May be asked to monitor technical department pending lists to facilitate testing.
• Troubleshoot and triage routine medical/technical requests.
• Facilitate Pathologist and Technical consults by pulling patient slides and reports.
• May be asked to conduct the process of loaning out AP materials.
• Resolve specialized testing related Referral Testing inquiries and problems.
• Report and escalate client concerns using established protocols.
• Participate in regular meetings with technical, scientific and medical experts to gain knowledge, monitor efficiency and evaluate work processes and problem resolution.
• Onsite laboratory presence.
• Other duties as assigned.

Qualifications

Required Work Experience

• Minimum of 3-5 years clinical laboratory, customer service, specimen handling and/or problem resolution experience.

Preferred Work Experience

• Experience in oncology, pathology, or related clinical field.

Physical and Mental Requirements

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing).
• Able to transport samples/paperwork to and from a variety of departments.

Knowledge

• Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation.
• Knowledge of laboratory operations.
• Knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Strong computer skills (Word, Excel, Outlook).
• Ability to multi-task and work in a fast-paced environment.
• Ability to work under pressure with a high degree of accuracy.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Good listening skills.
• Ability to maintain a professional and tactful manner in stressful situations.
• Exhibit comfortable interaction with technical staff and other departments.
• Ability to deal with client information in a confidential manner.

Work Environment

• Handling and transporting biological samples.
• May be exposed to various odors or sounds.

Education

• High school graduate or equivalent, required.
• Bachelor’s Degree, preferred.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable, the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.

About the Team

Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.