Primary City/State:
Phoenix, Arizona
Department Name:
Work Shift:
Day
Job Category:
Phlebotomy
Looking for Your Next Challenge? Internal Opportunity Available!
We’re seeking an experienced team member to support IOP onboarding, client training, quality initiatives, and statewide outreach events.
Ideal candidates have:
Strong phlebotomy experience
Excellent customer service skills
Experience training or mentoring others
Flexibility to travel throughout Arizona
A passion for delivering exceptional service
If you’re ready to grow professionally while making a meaningful impact for our clients and patients, apply today!
POSITION SUMMARY
This position sets up customers for immediate success by facilitating the implementation process for new accounts by providing consistent and high-quality onboarding services to new and complex clients who have been approved for placement of an in-office phlebotomist (IOP). Responsible for educating customers, help solve technical problems and ensure smooth adoption of our products and services. This position will support SQL events and provide on-site lab services and health screenings for employer groups, Mobile Patient Service Centers, Professional Sports Teams, and Health Events throughout the state.
Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
CORE FUNCTIONS
1. Provides effective onboarding services and on-site or virtual training for new or current clients and IOP phlebotomists to ensure all are trained on department/office protocols, procedures and client office policies in addition to test ordering processes, specimen integrity, handling and processing. Responsible for training, coaching, and providing feedback on competency to leadership. Coaches, mentors and acts as the resource person for new employees transitioning into the IOP work environment to increase employee engagement, safety, quality and production to drive exceptional Patient Satisfaction scores.
2. Clarify 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 LIS or online directory. Perform electronic data entry utilizing multiple EMR systems. Investigates and documents research and findings related to technical or service issues and complaints; communicates root cause and initiates service recovery as needed.
3. Investigates and researches TIQ and TNP reports, then educates client with resolution while keeping lines of communication open with all appropriate parties. Resolves any TIQ or TNP issues and provides feedback to the client. Generates and analyzes reports to identify and correct quality concerns through training opportunities. Identifies area of improvement, escalates those issues to Supervisor as necessary and collaborates with Quality to resolves service issues using Six Sigma and Lean workflow principles.
4. Coordinates, leads and supports employer focused and outreach events by overseeing client experience from conception through post-event, leading on-site preparations, production, and event breakdown and providing consistent, high-level service throughout all phases of event execution. Serves as a liaison for staff, clients, vendors, and others to establish needs for events and takes responsibility for presentation of work area, ensuring a professional, clean environment, with emphasis on safety and a positive patient experience.
5. Collects and process specimens according to established procedures. This includes, but not limited to drug screens, biometric screening, and insurance exams. Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services. Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of…