Yale New Haven Health

Integrated hospital system with academic affiliations

Lab Outreach Draw Station Coordinator

Diagnostics & Laboratory ProfessionalsUpdated on Nov 10

Full-timeNew Haven, CT, USANo salary listedIn-person

About the Job

Requirements

A high school diploma or GED is required.
Completion of an approved phlebotomy certification course or equivalent experience with on-the-job training is required.
At least one year of current phlebotomy experience or successful completion of a YNHHS Laboratory Medicine Phlebotomy Internship is required.
Two to three years of work experience in a customer-service environment, preferably in a hospital or physician office with patient interaction, is required.
Phlebotomy certification or equivalent is required.
The candidate must be self-directed, well organized, and team oriented, with the ability and desire to educate and convey instructions to patients and their families.
The candidate must be able to multitask and reprioritize in response to fluctuations in volume.
The candidate must have strong interpersonal skills and be able to build rapport with a wide variety of individuals, including clinical staff, to meet patient needs.
The candidate must have a basic understanding of phlebotomy and medical terminology.
The candidate must have investigative, critical-thinking, and problem-solving skills.
The candidate must have intermediate computer skills and be able to adapt to various programs and systems.
The candidate must demonstrate proficiency in phlebotomy and patient registration practices that affect workflow.
The candidate must be able to provide training or in-service instruction to other staff, students, and other areas within the department and hospital.
The candidate must demonstrate effective written and oral communication skills for coordinating with clinical and financial disciplines and communicating complex requirements.

Responsibilities

Perform phlebotomy for patients at draw-station locations and office duties that support draw-station operations.
Obtain required information from referring physicians and providers and submit it to third-party payers to support reimbursement for outpatient laboratory services.
Review patient insurance information and ensure it is accurately recorded in the electronic medical record.
Create medical record numbers and complete registrations for new patients in the YNHH electronic medical record using hospital-wide standards.
Update established patient records in the YNHH hospital information system and create hospital account and contact serial number components for Laboratory Medicine dates of service as needed.
Produce advance beneficiary notices as needed, explain them financially to patients, obtain signatures, and scan signed forms into the YNHH hospital information system.
Give patients clear instructions about laboratory blood draw locations, dates, and times; address insurance questions and resolve issues; and document resolutions in the electronic medical record.
Ensure advance beneficiary notices, pre-authorizations, and pre-certifications are received before specimen collection.
Explain patients' financial responsibilities, non-covered balances, and the self-pay policy; obtain necessary information at the time of service and determine when financial documentation should be initiated for reimbursement.
Communicate authorization issues to coordinators and provide patient information needed to obtain approvals.
Follow state and federal guidelines, HIPAA, Joint Commission requirements, and applicable federal mandates.
Verify laboratory tests ordered and answer patients' specimen-collection inquiries.
Collect test-order requisitions from patients or providers as needed and transcribe them accurately.
Confirm test orders using chart notes and specimen comments before collection.
Review requisitions for diagnosis information, physician signatures, and special specimen instructions, and contact physician offices to correct incomplete information before the blood draw.
Coordinate specimen-collection timing with specimen stability requirements and transport logistics; work with the Lab Reference Department to ensure required ice or dry-ice transport conditions.
Maintain test-order paperwork and documentation for regulatory audits; track orders and document when patients refuse testing or collection cannot be completed during a visit.
Manage preadmission laboratory testing by reviewing ordered tests and ensuring collection dates fall within limits set by preoperative physicians.
Add requested physicians or providers and patients to test orders so final results are sent to them.
Ensure tests are collected before surgery and coordinate with physicians and patients when results may not be ready before the procedure.
Collect laboratory samples and perform electrocardiograms safely and efficiently according to department standards.
Maintain annual technical competency in venipuncture, electrocardiograms, and nasal-swab collection, as observed by a coordinator.
Follow specimen-handling precautions and procedures in the Laboratory Policy and Procedures Manual.
Review the Laboratory Policy and Procedure Manual annually and complete associated competencies.
Verify patient identity and perform positive patient identification accurately.
Label specimens legibly and accurately at collection, including all information required by hospital and departmental standards.
Attend required compliance continuing-education lectures and staff meetings; maintain specimen-collection proficiency and seek assistance when collection or an electrocardiogram cannot be performed within Lab Outreach limits.
Collect specimens in appropriate vacutainers, follow the correct order of draw, and ensure samples are collected in the correct sequence for testing.
Perform blood-culture venipuncture using aseptic technique to minimize contamination that could lead to unnecessary antibiotic use.
Explain urine and stool sample-collection procedures to patients and emphasize the importance of proper collection to accurate test results.
Follow universal precautions for every venipuncture, electrocardiogram, and nasal-swab collection.
Disinfect and maintain the draw room, patient waiting area, and staff lounges according to applicable CLIA, CMS, CAP, Joint Commission, and CDC regulations.
Recognize adverse reactions to venipuncture, follow patient-safety protocols, document the reaction, and submit the incident for supervisory review.
Process specimens collected at the station or dropped off by patients or healthcare workers and package them appropriately for transport to the testing laboratory.
Centrifuge specimens at the correct speed and for the appropriate duration based on the vacutainer used.
Clean and maintain the centrifuge weekly according to procedure and update its maintenance log.
Document refrigerator, freezer, and room temperatures daily; correct deviations from reference ranges and document and sign the resolution and adjustments.
Notify the coordinator immediately when recurring issues remain unresolved through troubleshooting and may affect specimen integrity.
Separate specimens and place them on packing lists according to temperature requirements, testing laboratory, and stability; scan each specimen individually with a barcode scanner to track it in the electronic medical record.
Investigate surrounding areas when specimens are unaccounted for and confirm they were sent by courier.
Place specimens in locked pickup boxes when stations are closed and couriers cannot enter the facilities.
Maintain specimen integrity from collection at the draw station through courier pickup.
Prepare specimens before scheduled courier pickup and follow up immediately when couriers miss predetermined pickup times; communicate courier issues to coordinators.
Maintain inventory and supplies for specimen collection and station operations, and support regulatory inspections and quality assurance with the coordinator and Outreach Senior Manager.
Assess the draw station for regulatory compliance and submit weekly Sentact audits.
Keep the draw station inspection-ready and notify coordinators when inspectors arrive on site.
Participate in unannounced inspections by CAP, Connecticut Department of Public Health, the Joint Commission, or other regulatory agencies and answer regulatory questions accurately to the best of one's knowledge.
Review laboratory orders, medical histories and physicals, and cardiology tests, and alert clinical staff to inconsistencies.
Identify and propose ways to resolve bottlenecks in systems or processes.
Maintain statistical information and prepare requested reports.
Order sufficient supplies for a week while avoiding excess, expired supplies, or shortages that require emergency delivery.
Assess supplies weekly, discard expired or outdated inventory, remove recalled materials, and inspect collection devices for integrity before use.
Assist with onboarding new employees and training existing employees.
Train new employees to use the appropriate electronic medical record and other software, explain policies and procedures, and answer questions.
Advise on new-employee training schedules as appropriate and conduct in-service training programs to prepare employees for phlebotomy certification requirements.
Participate in employee training and communicate procedures effectively to new employees.
Ensure employees maintain specimen-collection proficiency and retrain them when they cannot perform venipuncture within Lab Outreach limits.
Explain urine and stool collection procedures to employees and emphasize how proper collection affects test-result accuracy.
Instruct employees in universal precautions for venipuncture, electrocardiogram, and nasal-swab collection.
Use applicable computer systems, including Epic and McKesson Inventory, to complete work and specimen collection; adapt processes to serve patients and clinicians while maintaining productivity.
Maintain strong working knowledge of Epic to order and collect complex, time-sensitive laboratory tests.
Toggle among systems and resources to check advance beneficiary notices and authorizations, collect and process specimens, and resolve issues for patients, providers, and insurers.
Identify system discrepancies, reconcile them when appropriate, or report them to information-technology resources or escalate them appropriately.
Work with the management team to correct system variances and ensure accurate data capture.
Implement downtime procedures as required.
Provide service in accordance with Health System Standards of Professional Behavior.
Support smooth processes and a positive patient experience by greeting and receiving patients and visitors according to YNHHS standards.
Advise clinical staff promptly, courteously, and accurately when patients arrive; coordinate timely throughput, notify the team of delays, and keep patients informed.
Answer telephone calls by the third ring and follow appropriate telephone etiquette.
Recognize when service excellence has been compromised and initiate the service-recovery process appropriately.
Follow the department uniform policy and professional business-attire guidelines.
Use effective communication when coordinating work, training, and proposing workflow adjustments and processes.
Review and update training materials as needed and train other staff members.
Address workflow issues proactively to avoid problems and meet deadlines.
Independently assess and resolve complex situations using problem-solving skills, escalating to a manager only when appropriate.
Anticipate potential problems when making decisions and act promptly and carefully.
Assist and serve as a resource to team members by troubleshooting complex problems and resolving them when possible before notifying the supervisor.
Work independently on assigned special projects to address area issues and meet department goals.
Participate in departmental quality-improvement efforts and use problem-solving skills and resourcefulness to address and resolve problems.

Desired Qualifications

An associate degree is preferred.
Two to three years of work experience in a customer-service environment, preferably in a hospital or physician office with patient interaction.

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the general supervision of the Lab Blood Draw Station Supervisor within Laboratory Medicine, performs phlebotomy for patients seen at draw station locations. Also performs various office duties as necessary to support the draw station operations. Consistently interacts with patients and clients in a positive manner

EEO/AA/Disability/Veteran

Responsibilities

1. Ensures all required information is obtained from referring physicians and providers in clinical areas and provided to the third party payers to ensure reimbursement for services delivered within the outpatient lab blood draw setting
2. Accurately reviews insurance information with patients to ensure all of the information is recorded in the EMR
3. Using hospital wide standards, creates MR numbers for new patients in the YNHH EMR and creates a complete registration
4. Updates established patient records in the YNHH HIS and creates HAR and CSN components for Laboratory Medicine date of service as needed
5. As needed, produces Laboratory Medicine ABN's, provides financial consultation regarding these forms to patients, obtains patient signature, and scans signed form into YNHH HIS
6. Clearly identifies and communicates instructions, dates, times and locations of Lab Blood Draw with each patient
7. Communicates any issues or questions to the patient regarding insurance and resolves as necessary
8. Enters appropriate comments and notes on the orders in the EMR identifying the resolution of issues
9. Ensures all ABNs, pre-authorizations and pre-certifications are received prior to specimen collection
10. Informs patients of their financial responsibility as it relates to billing requirements and non-covered balances. Makes all attempts to obtain information at the time of service. When applicable, explains the hospitals self-pay policy and determines the need to initiate financial document for reimbursement
11. Communicates with Coordinators regarding any issues or questions regarding authorizations for lab testing. Provides patient information as needed in order for approvals to be obtained
12. Adheres to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates
13. Verifies the accuracy of laboratory tests ordered and has knowledge to answer collection inquiries from patients
14. Gathers test order requisitions from patients or physicians/providers, when necessary, and transcribes them accurately
15. Confirms test orders using chart notes and specimen comments prior to collection
16. Reviews requisitions for completeness of information to include diagnosis information, physician signature and any special specimen instructions. If incomplete, follows through with a contact to physician office(s) for correct information prior to the blood draw
17. Coordinates the time of specimen collection with stability requirements and the logistics of specimen transport to the appropriate testing facility. Works closely with Lab Reference Department to ensure proper specimen transport conditions requiring ice or dry ice.
18. Maintains paperwork and documentation regarding test orders. Properly filing and tracking orders in the event of a regulatory audit. Adds comments to test orders when patients refuse testing or if the specimen collection cannot be performed during the patients visit
19. Manages the preadmission laboratory testing process by reviewing tests ordered and ensuring the collection date is within the proper limits as determined by the pre-op physicians
20. Adds the proper physician/provider and patients to the test order if they request that the final results be sent to them
21. Ensures all tests are collected prior to surgery. Coordinates with physician and patient if test results will not be completed prior to the scheduled procedure or surgery
22. Responsible for collecting laboratory samples and performing electrocardiograms on patients in a safe and efficient manner, following department standards to support quality patient care
23. Maintains annual updates to technical competency on venipuncture technique, performing EKGs, and nasal swab collections as observed by coordinator
24. Follows established specimen handling guidelines and precautions as described in the Laboratory Policy and Procedures Manual without deviation from these established guidelines
25. Annually reviews the Laboratory Policy and Procedure Manual and completes the associated competencies
26. Verifies patient identity and performs positive patient identification accurately and without error to ensure the safety of patients and the accuracy of the lab test results
27. Responsible for labeling all specimens legibly and accurately without error at time of draw, with all pertinent information as required by hospital and departmental standards
28. Attends continuing education lectures and staff meetings relating to compliance as required. Maintains proficiency in specimen collection and seeks assistance when unable to perform a specimen collection or EKG within the established limits set by the Lab Outreach Department
29. Properly collects specimen in the appropriate vacutainers to ensure the testing can be performed. Understands the order of draw and recognizes the importance of collecting samples in the correct order
30. Performs venipuncture for blood cultures using an aseptic technique to minimize the contamination of blood culture bottles which may lead to the unnecessary use of antibiotics
31. Accurately explains urine and stool sample collection to patients and emphasizes the importance that proper collection plays in the accuracy of lab test results
32. Follows universal precaution standards for each venipuncture, EKG or nasal swab collection 100% of the time
33. Properly disinfects and maintains the draw room area for specimen collections, patient waiting area and staff lounges to ensure a clean and safe environment as per established CLIA, CMS, CAP, JCAHO, and CDC regulations
34. Recognizes the signs and symptoms associated with an adverse reaction to a venipuncture and follows the proper protocols to maintain patient safety. Documents the adverse reaction and submits documentation for review of the incident by supervisory staff
35. Responsible for the processing of collected specimen and drop-off specimen by patients or other healthcare workers. Packages specimen appropriately for transport to testing laboratory
36. Once specimen are obtained, they are properly centrifuged at the correct speed and for the appropriate duration depending on the vacutainer used for collection
37. Performs weekly maintenance and cleaning of centrifuge as outlined in centrifuge maintenance procedure. Updates maintenance log as required
38. Temperature of the refrigerators, freezers and room are documented daily and with accuracy. Any deviation from the established temperature reference ranges are corrected. Documentation of the resolution and adjustments are documented and signed
39. If issues arise repeatedly, and troubleshooting does not resolve the issue, the coordinator is to be notified immediately to ensure the integrity of the collected samples
40. Specimen and separated and placed on the appropriate packing list based on their temperature requirements, performing laboratory and stability. Each specimen is scanned onto the packing list individually with a barcode scanner ensuring that all specimen are accounted for and are tracked in the EMR
41. When specimen are unaccounted for, the blood draw room and surrounding areas are examined to ensure that they were sent via courier
42. Specimen are placed in the locked specimen pick-up boxes at times when Blood Draw Stations are closed and couriers cannot enter the facilities for pick-up
43. Responsible for assuring specimen integrity from the point of obtaining the specimen at the Blood Draw Station through courier pick up
44. Courier pick-up times are recognized and the specimen are prepared in advance of the courier?s arrival ensuring swift transport to the destination performing laboratory
45. If couriers fail to arrive at the predetermined time, phlebotomists follow-up with courier to guarantee specimen are picked up immediately. Issues with couriers are communicated to coordinators
46. Responsible for the inventory and supplies necessary for specimen collection and overall operation of the Lab Blood Draw Station. In collaboration with coordinator and Outreach Senior Manager, provides support in department for regulatory inspections and QA
47. Independently assess the Blood Draw Station for regulatory compliance and submits Sentact audits weekly
48. Ensures that the Blood Draw Station is compliant and ready for regulatory inspections at all times and notifies coordinators if inspectors arrives on-site
49. Participates in unannounced regulatory inspection by CAP, CT DPH JCAHO or any other regulatory agency. Answers regulatory questions accurately and to the best of their knowledge
50. Reviews lab orders, history and physicals, cardiology tests, etc. and alerts clinical staff of any inconsistencies
51. Identifies and offers ways to reconcile when bottlenecks occur within the systems or processes
52. Maintains statistical information and prepares reports as requested
53. Orders enough supplies for a week without excess leading to expired supplies or shortage resulting in an emergency delivery of supplies
54. Assess supplies weekly and discards expired or outdated inventory including collection materials, PPE, and disinfecting materials. Removes recalled materials and inspects collection devices for integrity before using on patients
55. Assists in on boarding of new employees and training of existing employees
56. Trains new employees to use the appropriate EMR and other software. Also explains policies and procedures to new employees and answers any questions they may have
57. Advises on the schedule of training for new employees as appropriate. Conducts programs of in-service training in preparation for meeting phlebotomy certification requirements
58. Participates in the training of employees
59. Communicates training procedures in a positive and effective manner to new employees
60. Ensures employees maintains proficiency in specimen collection and reeducates them when unable to perform a venipuncture within the established limits set by the Lab Outreach Department
61. Accurately explains urine and stool sample collection to employees and emphasizes the importance that proper collection plays in the accuracy of lab test results
62. Instructs employees on universal precaution standards for each venipuncture, EKG and nasal swab collections
63. Utilizes all applicable computer systems such as but not limited to Epic, and McKesson Inventory, to accomplish tasks and appropriate specimen collections. Manages changes in process in order to service our patients and clinicians and always maintains high productivity standards
64. Maintains a strong working knowledge of the Epic system with the ability to order and collect complex and time sensitive lab tests
65. Ability to multitask and toggle between systems and resources as necessary to determine status of ABNs, pre-authorizations, collect specimen, process specimen and answer/resolve problems for patients, providers and insurers
66. Identifies discrepancies within the systems and reconciles if appropriate and/ or reports to the defined IT resources or escalates appropriately
67. Works collaboratively with the Management team to correct any variances that occur within the system to ensure correct data has been captured
68. Ability to operationalize downtime procedures as required
69. Provides service excellence as outlined in the Health System Standards of Professional Behavior
70. Ensures smooth functioning of all processes in order to guarantee a positive patient experience by acknowledging and receiving patients and visitors to the department following the YNHHS Standards of Professional Behavior
71. Is prompt, courteous and accurate in advising clinical staff of the patient?s arrival working closely to ensure timely patient throughput. Notifies team of experienced delays and keeps patients informed when delays occur
72. Answers telephone by responding no later by the third ring, demonstrating appropriate telephone etiquette guidelines
73. Recognizes when Service Excellence has been compromised and appropriately initiates the Service Recovery Process
74. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire at all times
75. Utilizes effective communication skills when coordinating work efforts, training, and proposing work flow adjustments and processes
76. As needed, reviews and updates all training materials and provides training to other staff members
77. Proactively addresses work flow issues in the area to avoid problems or to meet deadlines
78. Demonstrates exceptional problem solving ability and is capable of handling difficult situations without seeking assistance from manager. Independently addresses complex situations requiring assessment or analysis to identify possible solutions
79. Anticipates possible problems that may arise when making decisions and acts promptly and carefully in a manner appropriate to the situation
80. Ability to assist and act as a resource to other team members with troubleshooting on complex problems and often resolving prior to bringing it to the attention of the Supervisor
81. Independently works on special projects as assigned in the area to address issues and meets goals of the department
82. Participates in ongoing quality improvement efforts of the department, utilizing good problem solving skills and resourcefulness to address and resolve problems

Qualifications

EDUCATION

High school diploma or GED required. Associate degree preferred. Completion of an approved Phlebotomy certification course or equivalent experience with on the job training

EXPERIENCE

A minimum of one (1) year of current phlebotomy experience OR successful completion of an YNHHS Laboratory Medicine Phlebotomy Internship. Two (2) to three (3) years' work experience in a customer service environment preferably in hospital /physician office with patient interaction

LICENSURE

Phlebotomy Certification or equivalent

SPECIAL SKILLS

Self-directed, well organized and exhibiting team oriented skills with the ability and desire to educate and convey instructions to patients and their families. Must be able to multitask and reprioritize in response to fluctuations in volume. Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff in order to meet the patient's needs. Basic understanding of phlebotomy and medical terminology. Excellent investigative, critical thinking and problem solving skills. Intermediate computer skills and the ability to adapt to various programs/systems. Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow. Must be able to provide training or in-service to other staff, students and other areas within the department and Hospital. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.

YNHHS Requisition ID

188572

About the Company

Yale New Haven Health

Integrated hospital system with academic affiliations

Yale New Haven Health is a health system that operates five hospitals (Yale New Haven, Bridgeport, Greenwich, Lawrence + Memorial, Westerly) and provides access to a wide network of primary care physicians and specialists through Northeast Medical Group and Yale Medicine. Through its affiliation with Yale University and Yale School of Medicine, it connects patients to the latest medical treatments and research. Its facilities and outpatient locations enable coordinated care across a single organization that aims to be more patient-focused, more accessible, and more cost-effective. The system delivers care by combining hospital services, primary and specialty care, and advanced clinical relationships to integrate treatment with ongoing research and clinical trials, offering patients access to innovative therapies and personalized treatment options.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New Haven, CT
Founded: 1996

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