Lab Support Technician - Outreach Operations Department

• High school diploma or GED
• Ability to read and comprehend written information required. 
• Ability to effectively and efficiently perform a variety of job duties in a stressful, fast paced environment is required. 
• Technology and computer skills; must have knowledge of or be able to learn several different information systems (Centricity, LastWord, Horizon, Epic).   

• Completion of formal phlebotomy program or equivalent
• Phlebotomy experience
• Phlebotomy certification

Performs Clerical/Registration/Coordination Duties:

• Receives orders; reviews patient demographics, including insurance information using information in LastWord, Centricity or information provided by patient.
• Completes registration and order entry into Horizon ordering tests per established protocols.
• For Medicare patients, performs ABN check; if needed, presents that ABN to the patient with explanations as to their options; assists patient to complete as needed.
• Answers the phone promptly in a courteous manner, identifying oneself to the caller.
• Uses proper pronunciation of medical terms.
• Completes all required department logs and documentation.
• Reviews Lab requisitions for completeness of information (ABN, ICD9, patient demographics).
• Resolves any problems identified in the appropriate manner.
• Handles phone requests with a minimum of call transfers.
• Performs filing
• Participates in the orientation of new hires in Outreach Laboratory Service.
• Prepares service center for daily activity: opens center in morning and secures at end of day; sets up draw sites; cleans and prepares for next day/shift; completes all paperwork, documentation.
• Facilitates the billing process by assuring all required information, forms have been completed.
• Coordinates workflow ensuring specimens, paperwork and documentation (medical record and billing) are handled in a timely manner. 

Client Service:

• Consistently demonstrates excellent customer service in working with both patients and clients.
• Handles problems in a timely, appropriate manner resolving patient and/or client issues.
• If unable to resolve, contacts appropriate resource for assistance.
• Is able to troubleshoot problems.
• Develops and maintains physician/office profiles, preferences, including updating contact information.
• Initiates profiles for new physicians/offices.
• Investigates, clarifies ambiguous test orders with ordering physician or main lab 

Special Procedures:

• Performs venipunctures
• Other types of specimen collection as needed
• Performs POC testing as needed
• Follows established collection and patient identifier protocols 

Competency and Continuing Education:

• Policies and procedures are reviewed in a timely manner.
• Mandatory continuing education modules are completed within the established time frame without individual reminders.
• Technical competencies are completed within the established time frame without individual reminders. 

Safety:

• Follows safety policies and procedures in all phases of specimen collection, transportation and processing.
• Accounts for all work; completes logs as applicable to assure sample integrity and minimize lost samples.