The Hospital Specimen Associate, Senior is responsible for the preparation of patient’s specimens in a hospital location where either they are working as the sole Hospital Specimen Associate, Senior in a location or as the leader of a Hospital Specimen Associate, Senior work team. The Hospital Specimen Associate, Senior can perform all Hospital Specimen Associate, Senior duties proficiently while managing advanced problem resolution. They are responsible for meticulous customer service skills that include effective communication, collaboration and quality service.

Specimen Processing & Test Send Out Responsibilities 

• Demonstrates excellent proficiency in test ordering policies, hospital processing procedures, specimen requirements for test ordering, sample preparation, Quantum, and compliance/legal requirements. 
• Knowledge and competency of Hospital LIS system (client specific) 
• Print Quest performed testing reports 
• Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources 
• Responsible for supply ordering processes. 
• Performs remote accessioning (pre-accessioning), (client specific) 

Problem Resolution Responsibilities 

• Troubleshoot and problem resolution for specimen types, missing information, TIQ, TNP, additional sample requests, and other client issues related to area of responsibility. 
• Responsible for Quest pending test management & interface test pending management. 
• Identifies and documents any defects in the data entry process, using department defect definitions as a guide. Maintains and reports department quality data to include compliance audits and Best Practice Team reports  
• Identifies and escalates trends in quality/service issues and appropriate feedback to supervisors/managers when problems arise 

Customer Service Responsibilities 

• Responsible for managing inbound calls with a positive client interaction. 
• Communicates and collaborates effectively with the Hospital Lab Manager, as well as the Quest Diagnostics sales team and other functions in the organization. 
• Communicates information regarding problem-solving with specimens, test cancellations, testing requirements, billing requirements with various hospital staff. 
• Test Down/Test Delay Notification, Quanum downtime notification 
• Coordinate Technical Consultation based on performing laboratory. 
• Relays client concerns to Quest Diagnostics supervisor and sales. Participates in sales/operations review of account. 

Required Work Experience: 

• 3 – 5 years of working experience and previous specimen processing work experience in a lab required

Preferred Work Experience: 

• Medical background preferred, which includes medical terminology applicable to a clinical laboratory   
• Previous experience in a production environment preferred

Physical and Mental Requirements: 

• Position requires data-entry background with abilities to enter 6,000 alphanumeric keystrokes/hour.   
• Works in a biohazard environment, practicing good safety habits.   
• Able to sit or stand for long periods.   

Knowledge: 

• N/A

Skills: 

• Handles multiple tasks simultaneously and works in a production environment.
• Hospital LIS Systems knowledge or experience a plus
• Command of Microsoft Office Suite
• Client interfacing role requiring strong communication, collaboration, and problem-solving skills. 
• The position requires demonstrated data entry skills to effectively utilize both the Quest Diagnostics system and the hospital client systems. 
• Communicates effectively with all levels of staff. 
• Maintains composure while working under pressure.  
• Reflects good judgment when determining what action to take when resolving problems.   
• Demonstrates strong interpersonal skills that foster a positive environment.   
• Demonstrates flexibility and ability to adapt to change.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets