Dispatcher

The Lab Dispatcher is responsible for the successful communication of pending laboratory service requests to the phlebotomy field team.

Core tasks include route planning, assigning exams to phlebotomists, assigning STAT orders, assigning bulk orders, dispatching orders, communicating with phlebotomists and updating orders in the operating system, closing out orders as completed.

• Follow established procedures and policies to responsibly monitor and account for all cases during the shift.
• Responsible for organizing, dispatching, and following up on all lab orders in areas of responsibility.
• Review, organize, and distribute all cases according to staff schedules and email updates provided by phlebotomy management.
• Completes ETA requests by obtaining ETA from phlebotomists, notifying the client, and annotating case in system.
• Review daily phlebotomist schedule to understand who is available in which areas.
• Use mapping application (operating system map, Google Earth, Google Maps, etc.) to create geospatial awareness of phlebotomist location about scheduled orders.
• Make logically and logistically sound decisions regarding routing planning and assignment.
• Ensures that cases are dispatched to correct phlebotomist and completed in a timely manner.
• Organize phlebotomist routes based on priority status of pending orders, timed draws, high priority accounts, and location of phlebotomists in the area.
• Maintain lines of communication with phlebotomy management throughout shift.
• Responsible for accommodating various special requests, honoring high priority facility orders, expediting urgent cases and conducting constant follow up.
• Must maintain a positive attitude in the office, when speaking to phlebotomists, and when interacting with team members and clients.
• Must be able to provide detailed written documentation of issues that occur.
• Must be able to think critically and maneuver assets as required to satisfy client needs.
• Must promptly notify Internal Operations leadership of any issues that require assistance.
• Identifies and pursue self-improvement needs, eagerly adapts to changes when proposed.
• Perform other duties as assigned, assists when attendance issues arise within the office, and maintains positive attitude during crisis.
• Document any escalation and report any unresolved problems to the Internal Operations Supervisor and / or field operation supervisor.
• Take client calls and handle account issues when applicable.
• Reports compliance events to appropriate authority.
• Executes additional tasks as may be required from time to time by management.
• Ensures escalation procedures are observed.

SKILLS / EXPERIENCE :

• Knowledge of commonly used medical terminology.
• Must display proficiency in common computer procedures, dispatch techniques, including tracking skills, telephone etiquette, customer service skills, and general office duties.
• Proficient in Microsoft Word.
• Excellent computer keying skills required, alpha and numeric data entry skills.
• Attention to detail.
• Excellent verbal and written communication skills.
• Ability to work under pressure and meet expected deadlines.
• Must be courteous and respectful to others.
• Ability to work in a team environment.
• Willingness to work in a fast-paced high-volume environment.
• Critical thinking and active listening skills are a must, with the ability to motivate and coach staff.
• High School Diploma or equivalent required.
• Minimum year of experience in the dispatch, lab, or logistics environment.
• Strong character, integrity, and work ethic.

Last updated : 2024-03-05