At Steward Health Care System, we are committed to improving the health of our communities by delivering exceptional, personalized behavioral health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.
We dedicate ourselves in the communities we serve to delivering affordable health care to all and being responsible partners. No matter what your role, as a member of the Steward family, you are a specialist in the making every patient and family feel right at home, every co-worker a key to our success, and every referring practice, a team of prized colleagues.
In support of this, we commit ourselves to the following values:
I. Position Function:
Provides superior customer service to the Laboratory's clients.
Strives for continuous improvements in services to external and internal customers.
Daily activities include, but are not limited to:
- Answering the telephone for the laboratory and routing to the appropriate clinical sections.
- Serving as a resource for basic laboratory information, data entry in the LIS.
- Processing of Chemistry, Hematology, Microbiology and Serology specimens, reference
testing referral, reference results reporting, clinical testing and resulting and collation of
II. Job Relationships:
Supervised and/or reportable to the following, by job category:
- Specimen Processing Supervisor.
- Work is overseen by the Team Leader, Customer Service.
Collaborates and effectively communicates with other laboratory employees, physicians, other health care professionals and patients.
Has the authority to verbally give information, including, but not limited to: testing methods, specimen requirements, test results, etc. once the data has been validate by the technical laboratory staff.
Has the authority to resolve first level customer complaints and/or problems.
IV. A. Responsibilities/Essential Functions:
1.) "Provides superior customer service to internal and external clients, customers,
and patients as referenced in the Service Excellence Standards."
Represents the laboratory to all clients by acting as a liaison for all inquiries/ requests for services.
Answers the telephone according to the laboratory protocol and using roper telephone etiquette.
Provides information to laboratory clients in a professional and courteous manner.
Acts as a resource for basic laboratory information, including, but not limited to, specimen collection and patient preparation.
Enters information from specimen requisitions including patient registration into the Laboratory Information System (LIS). Researches appropriate information as needed.
Receives and distributes specimens sent to the laboratory for testing. This includes monitoring of all mechanisms for receipt of specimens and troubleshooting when necessary.
Processes specimens for various clinical sections of the laboratory. This includes centrifuging and aliquoting specimens that are shared among the sections; and planting all microbiology specimens on the appropriate media.
Demonstrates competency in all protocols of the section by challenge on an annual basis.
Retrieves, compiles, prepares and processes reports (statistical, management, patient, client, etc. as appropriate.
Logs all required information and activities according to laboratory policy. Maintains all records in complete, accurate and legible manner.
Directs the printing and delivery of reports including interaction with couriers.
Refers testing to outside laboratories if necessary including specimen packaging, results retrieval and reporting.
Responds to all needs of laboratory clients (courier service, supplies, requests for service, etc. by documenting and addressing the request and/or forwarding to Customer Service Coordinator.
Demonstrates an interest in job related continuous education, with particular attention on courses, classes, seminars and departmental and sectional in-services.
Notifies the Customer Service Team Leader of existing or potential problems of any nature.
Follows all organizational, departmental and section polices.
B. Responsibilities/Non-Essential Functions:
Assists the Customer Service Team Leader on specific projects.
Assists with the orientation of new staff employees, students and volunteers as directed.
Delivers reports to various locations throughout the organization as needed.
Performs other duties as required.
V. Reporting Requirements:
Generates Internal Quality Assurance forms whenever an incident occurs (patient problem, computer problem, physician requests and/or complaints, etc. and forwards to the Customer Service Coordinator as soon as possible.
Completes all logs maintained in the section for QA purposes.
Shall be responsible for providing high level customer service to all laboratory clients.
Shall be accountable for all work and/or results posted under hospital ID.
Shall be accountable for individual timeliness of reporting and accuracy of resulting, and completion of logs.
Shall be accountable for maintaining the confidentiality and security of all hospital related, medical staff related, and patient related data and information.
Shall be accountable for abiding by all relevant hospital and departmental policies and procedures.
High school diploma and Medical Assistant or Associate Degree preferred.
One to three years of experience in a clinical setting. Laboratory experience preferred.
Dexterity sufficient to manipulate instrumentation.
Ability to read, understand and follow written procedures.
Ability to communicate adequately with all laboratory clients.
Basic clerical/data entry skills preferred.
Client relations skills preferred.
St. Elizabeth’s Medical Center is an equal opportunity employer.