Completes understanding of all laboratory processes including registration, test ordering for both internal testing, pathology testing, send out testing, appropriate barcode labeling for all lab specimens including complex send out tests, and insurance, demographic, and diagnosis coding and lab safety.  Recognizes any potential risks for testing to not be performed or safety violations and intercepts and makes appropriate changes. Resolves patient’s complaints and makes recommendations on improvements to the process to avoid repeat issues. Provides training, oversight, review and continually educates Lab Services Technicians to ensure quality processes are followed for lab practices.

Education:

• HS Diploma or equivalent

Experience:

• At least 2 years’ experience in lab support required.

Other Knowledge/Skills/Abilities:

• Knowledge of all lab safety practices for handling infectious substances
• Advanced communication skills required with strong attention to detail.
• Strong problem-solving skills and follow up to avoid repeat issues.
• Lab testing knowledge and ability to recognize and interpret complex Lab test orders
• Demonstrate the ability to type and use a keypad.
• Moderate physical effort.

1. Works independently to Interprets routine and complex testing orders, and generates barcode labels from the Lab LIS system and applies labels to appropriate specimen tubes and collection containers. Must be able to interpret many different physician orders and requests to include over 1800 lab tests and select the appropriate orderable code in the Lab LIS system.

2. Removes biological specimens from biohazard bags including blood, urine, bone marrow, body fluids, and tissue specimens. Understand all different types of collection media, preservatives, and risks of exposure to infectious agents. Handles both infectious A and B substances with appropriate CDC, and IDPH guidelines. Ability to determine if specimen was collected in appropriate collection container and media. Understands steps to resolve collection issues to ensure patient testing is performed or recollected.

3. Receives all calls arriving in the laboratory from providers, clients, nurses, management, and patients. Logs calls in tracking software, answers all questions pertaining to phlebotomy draws, specimen collection, transport of specimens, provides lab results, supply requests, forensic autopsy cases, and administrative questions Handles all calls that are escalated to ensure appropriate feedback is provided to the caller and management to include QA review of all repeat issues.

4. Correctly enters outpatient and non-patient demographic, insurance, and diagnosis information into the hospital registration system, answering all questions in each field and updating any information that is not current. Understands insurance policy numbers and carrier codes including client account versus patient insurance billing. Recognizes valid diagnosis codes and follows appropriate resolution on any noncompliant codes.

5. Trains and educates Lab Support colleagues. Following appropriate laboratory procedures and checklists.

6. Processes all sendouts specimens for both clinical lab and pathology lab. Interprets orders and chooses correct reference lab for processing. Understands interfaced ordering versus manual order entry.

7. Files, and uploads all manual sendout reports into medical record to ensure providers have access to results.

8. Resolves all sendout issues from the prior day by responding to electronic alerts and phone calls from reference labs. Updates patient records as necessary.

9. Interprets sendout orders and verifies order is entered correctly in the LIS system and makes corrections as necessary for any misinterpreted orders.

10. The go to person for sendout testing requests and collection recommendations. Provides appropriate collection containers as requested.

11. Maintain an accurate perpetual “just in time” inventory of products utilized by the Laboratory Clients and Outreach laboratory.  Maintain current ordering, inventory and distribution plan to facilitate timely and cost-effective delivery of laboratory services. 

12. Performs routine cycle count on department inventory; investigate and resolve all variances.

13. Maintains strict compliance with all regulatory issues with regard to laboratory inventory and client distribution, scanning of orders, sendout testing, add on testing and other request by providers and clients.

14. Assists with accreditation guidelines. Reviews all issues and makes recommendations for changes in process to management to avoid repeat issues.

15. Reviews pending logs to ensure all specimens have been handled correctly.  

16. Processes all legal requests for slides and blocks for possible lawsuits, including preparing appropriate paperwork, requesting material, pathologist review and sign off, shipping, and material returns.

17. Handles all complex requests from pathologists for slide and block sendouts. Understands third party billing for complex molecular tests. Obtains required authorization from pathologist and ordering provider. Determines appropriate lab to complete test request.

18. Handles reference lab critical values.

19. Reviews and approves all pre-authorization requests for 81000 series sendout codes.

20. Monitors performance of all contracted sendout colleagues.

21. Keeps the lab handbook updated for sendout testing. Communicates any changes to appropriate lab colleagues and clients.

22. Assists with six month and annual competency assessment on all Lab Support Associates.

23. Contribute to departmental operations by performing other related duties as may be required and/or assigned.

24. Ensures that professional and personal activities conform to Memorial Medical Center strategic plan and philosophy regarding the Guest Relation Program.

25. Performs other related work as required or requested.