Coord, Problem Resolution - SP

Overview

This position assists department management and is responsible for conducting audits of all Specimen Processing processes to ensure the department maintains high standards in quality and compliance. Audits that could be performed by the Advanced Problem Resolution Coordinator may include Department and individual compliance audits, error tracking, etc.  The position also functions proactively in a problem resolution capacity and works to identify and solve issues in regard to processing and testing laboratory specimens.  Collaborates with various departments including, but not limited to Specimen Processing, Referral Testing, and Technical departments to research and resolve issues, expedite specimen testing and result reporting. 

Responsibilities

• All duties included in the Problem Resolution Technician job description with the clear objective and focus of preventing reoccurring issues.  
• Maintains confidentiality at all times. Will have access to overall employee and department performance. May have knowledge of disciplinary actions up to, and including termination. May have knowledge related to departmental performance that could be detrimental if released to the wrong environment 
• Demonstrates a good understanding of job duties and SOP’s related to Specimen Processing in a production setting 
• Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP’s, reflex tests, and custom panels 
• Conducts all regularly scheduled departmental audits and others as requested 
• Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entry process 
• Identifies and documents any defects in the data entry process, using department defect definitions as a guide 
• Generates daily reports on quality to department supervisors 
• Maintains and reports department quality data to include compliance audits and Best Practice Team reports 
• Researches, responds, records, and submits additional errors regarding department quality to the department supervisor or manager as needed 
• Provides appropriate feedback to supervisors and managers when problems arise 
• Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources (e.g. specimen logs, work lists, management reports, laboratory information systems, front-end automation, testing instrumentation, etc.)  
• Understanding of QC electronic  issues;  ability to collaborate with IT & Sales on interfaces & technical issues 
• Manages projects as assigned that drive quality metrics 
• Performs audit of EMR requisitions to include:  Pulls reports indicating failed EMRs and logs tickets for frequent offenders and follows up to ensure successful transmission of orders; Identifies discrepancies within EMR requisitions, such as test code or other data, logs ticket and follows up to ensure the quality of received orders 
• Client interfacing role requiring strong communication, collaboration, and problem solving skills 

Qualifications

QUALIFICATIONS

Required Work Experience:  

Internal candidates must have a minimum of one year in Problem Resolution Tech/Group Leader or related role 

Preferred Work Experience:  

• Minimum of 3 years Lab experience preferably in a production environment 
• Medical background preferred which includes medical terminology applicable to a clinical  laboratory 
• Previous data/analytics experience 

Physical and Mental Requirements:  

• Able to sit or stand for long periods 
• Works in a biohazard environment, practicing good safety habits 
• Handles multiple tasks and works in a production environment 

Knowledge:  

N/A

Skills:  

• Excellent communication skills required 
• Maintains composure while working under pressure 
• Reflects good judgment at all times when determining what action to take when resolving problems 
• Adheres to Quest Diagnostics core values, safety, and compliance policies and procedures 
• Demonstrates strong interpersonal skills that foster a positive environment 
• Demonstrates flexibility and be able to change. 
• PC skills in Excel and Word applications with the ability to extract and analyze data 

EDUCATION High School Diploma or Equivalent(Required) LICENSECERTIFICATIONS