Research Clinical Services Specialist

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Day - 08 Hour (United States of America)This is a Stanford Blood Center job.

A Brief Overview
Performs highly complex handling of clinical sample requests and specimen intake and consignment to hospitals, research labs and other clinical operations. Performs confidential management of patient/donor records. Creates and manages sample requests based on policies and internal SBC processes. Acts as communication liaison for collections and lab team members.

Locations
Stanford Blood Center

What you will do

• Places orders and consigns clinical research samples. Manages the supply of samples for clinical research purposes. Serves as the primary administrative and front-facing representative for SBC Biologics. Demonstrates strong direct internal and external customer experience and communication. Key responsibilities include Articulates specialized information regarding services and products, provides accurate answers to inquiries, suggests alternative or supplementary product samples, and disseminates lab test results to physicians and researchers. Schedules and maps out research collections and appointments. Schedules and recruits clinical donors. Creates and reports on multiple orders and special projects. Onboards new customers for research and hospital customers. Consigns and ships clinical samples according to IATA policies as well as internal guidelines.
• Places orders for transfusable and non-transfusable blood products requested by the patient’s physician within SHC, partner hospitals and occasionally as part of the national blood sharing group NBE. Note: To place the correct order requires knowledge of and interpretation of transfusion policies within SBC and the hospitals we serve. These requests can include identifying antigen or ABO/CMV specific needs of the patient and finding the donor match within our system. These situations require a high degree of accuracy and efficiency to facilitate the required patient transfusion.
• Acts as liaison between RCS and the internal and external clinical labs, transfusion service, physicians, donor collections, and others needing services and information from SBC Biologics. Handles a high volume of inbound and outbound calls, faxes, emails and other communications.
• Handles PHI in an appropriate manner maintaining the highest level of confidentiality possible. Accurately enters patient data into SBC CRM using specific standard procedures. Ensures all orders are processed in compliance with organizational protocols and regulatory guidelines. Updates records and documentation to reflect current requests and patient or research needs. Some data must be transcribed from a paper source and carefully checked with originator to ensure accuracy. Unresolved errors may lead to reporting incorrect test results, and transfusion errors.
• Creates, maintains and files patient folders. Folders are monitored and updated to ensure documents are not duplicated and are current and the information for each patient is up to date. Verifies patient information entered by others is correct. Escalate discrepancies. Requires persistence and tact to gain cooperation from physicians and clinical service teams.
• Regularly provides accurate and timely answers to non-technical questions. Refers technical questions to appropriate licensed team members, Flow Cytometry lab, RN’s and physicians.
• Comply with governmental regulations and Stanford Health Care and Blood Center policies regarding health and safety. Observe and support good health and safety practices.
• Strictly observe privacy and security related policies, procedures and practices to preserve the integrity and confidentiality of medical and other sensitive information pertaining to donors, patients, research subjects, and employees. Act as a responsible information steward and treat information as sensitive and confidential in accordance with federal and state laws and with professional ethics, accreditation standards and legal requirements. Do not disclose protected health information inappropriately.
• May be required to enter areas where other individuals work with human blood; potential may exist for unanticipated exposure to bloodborne pathogens by splash or spill.

Education Qualifications

• High School Diploma or GED Required
• College degree Preferred

Experience Qualifications

• 2+ years to 3 years of direct customer service experience Required
• 2+ years to 3 years of blood banking experience Preferred

Required Knowledge, Skills and Abilities

• Easy familiarity with medical terminology and ability to understand variety of medical procedures.
• Very strong attention to detail with ability to notice small variations.
• Excellent verbal and written communication skills in English, including phone and messaging, with persons of widely diverse backgrounds.
• Ability to understand and apply complex rules governing specimen suitability for transfusable samples requested by transfusion services.
• Ability to make decisions based on clinical and administrative policy guidelines.
• Ability to learn and effectively use highly complex databases and software tools.
• Demonstrated high level organizational skills; ability to handle multiple concurrent tasks with competing priorities.
• Demonstrated perseverance and tact in dealing with customers and clinical partners.

Preferred Knowledge, Skills and Abilities

• Must have working knowledge of Google Suite, tracking software, specifically, InVita software, internal BEXWise and database management, preferred.
• Knowledge of blood components and blood banking capabilities, preferred.

Licenses and Certifications

• CITI trained and certified (research ethics and compliance training) preferred Upon Hire

Physical Demands and Work Conditions

Physical Demands

• Constant Sitting.
• Seldom Walking.
• Frequent Standing. Option for a sit/stand desk
• Occasional Bending.
• Seldom Squatting.
• Seldom Kneeling.
• Constant Hand Use.
• Constant Repetitive Motion Hand Use. Mouse and keyboard
• Constant Grasping.
• Constant Fine Manipulation.
• Constant Pushing and Pulling.
• Frequent Reaching (above shoulder level). Only in Consignment area

Lifting

• Frequent lifting of 0 - 10 lbs. 1 to 5 in height
• Seldom lifting of 11 - 20 lbs. 0 to 1 in height
• lifting of 21 - 30 lbs. 0 to 0 in height
• lifting of 31 - 40 lbs. 0 to 0 in height
• lifting of 40+ lbs. 0 to 0 in height

Carrying

• Frequent lifting of 0 - 10 lbs. 1 to 5 in height
• Seldom lifting of 11 - 20 lbs. 0 to 1 in height
• lifting of 21 - 30 lbs. 0 to 0 in height
• lifting of 31 - 40 lbs. 0 to 0 in height
• lifting of 40+ lbs. 0 to 0 in height

Working Environment

• Frequent Working around equipment and machinery.
• Seldom Exposure to extremes in temperature, humidity or wetness.
• Constant Working with biohazards such as blood borne pathogens, hospital waste, etc..

Blood Borne Pathogens

• Category I - Tasks that involve exposure to blood, body fluids, or tissues

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination inall ofits policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $33.14 - $42.25 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.