Lab Courier - Outpatient - PRN, hours vary

The Customer Service Specialist is responsible for processing specimens from outreach areas, such as doctor's offices, nursing homes, home healthcare agencies, and research agencies while providing a high level of customer satisfaction, focus on patient care, and positive communication with customers, hospital staff and co-workers.

Position Requirements

• High school graduate or equivalent
• Phlebotomy training or work experience preferred.
• Valid operational Tennessee driver's license and insurable under Williamson Medical Center's insurance carrier for phlebotomists collecting at off-site locations.
• Good people skills necessary
• Customer Service experience preferred.
• Meditech or data entry experience preferred
• Computer, printer, phlebotomy, customer service
• Knowledge of medical laboratory science
• Strong organizational skills and interpersonal skills
• Ability to determine appropriate course of action in more complex situations
• Ability to work independently, be attentive to detail and maintain a positive attitude
• Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work
• Ability to maintain confidentiality of all medical, financial and legal information
• Ability to complete work assignments accurately and in a timely manner
• Ability to handle difficult situations involving patients, physicians, or others in a professional manner
• Strong computer skills
• Exposure to blood and body fluids, infectious and contagious diseases, chemicals.
• Ability to communicate in English verbally and in writing.
• Ability to perform multi-functional tasks.
• Ability to read computer screen, distinguish color, hear phone and conduct interpersonal communications
• Ability to learn, reason and perform mathematical calculations related to job.
• Ability to use critical thinking skills.
• Requires light to moderate work with 40 pounds maximum weight to lift and carry.
• Manual dexterity and mobility in both hands; exposed to repetitive motion.
• Frequent reaching, bending, stooping, kneeling, and crouching.
• Requires prolonged standing and walking
• Flexibility to shift schedule, work extra hours or overtime as needed by staffing deficits or high patient volumes

Key Results

• Positively identifies patients and specimens
• Produces work with very few errors (admitting, order entry, and phlebotomy)
• Works as a team
• Participates in departmental meetings and process improvement teams (laboratory or hospital, if applicable).
• Communication with co-workers/management
• Provides Customer Service
• Accurately processes reference lab tests
• Motivated – takes initiative for work that needs to be done
• Works efficiently
• Follows laboratory policies and procedures regarding: Reviews orders for missing information, Insurance and billing: appropriately register patient, Follows up on Medical Necessity and coding issues, Accessioning and admitting, Processes and distributes batches
• Adheres to WMC Lab attendance policy
• Follows Hospital and Laboratory Policies on the use of Electronic Devices
• Properly uses all safety measures, devices, and systems provided. Corrects or reports any safety hazards identified. Fills out event notification when appropriate to help prevent future accidents.
• Follows all infection prevention policies and practices good hand hygiene
• Completes all HealthStream education assignments by the due date.
• Displays compassion and respect for patients, visitors, and co-workers.
• Responds promptly to all requests for assistance in a way that demonstrates care, courtesy, and respect.
• Serves as an ambassador for WMC and works to improve the image of WMC as we meet the health care needs of the communities we serve.
• Takes responsibility to guard each patient's privacy and confidentiality. Follows all HIPAA and privacy guidelines.
• Demonstrates good stewardship of WMC's financial resources and does not waste.
• Is committed to open, honest, and timely communication, and delivers any messages with courtesy, clarity, and care.
• Demonstrates a commitment to teamwork.
• Displays professionalism at all times, takes responsibility for their actions, words, and appearance; and follows through on their commitments.
• Demonstrates a commitment to the Mission, Vision, and Values of Williamson Medical Center.