DLO Patient Services Group Lead

Quest Diagnostics; Oklahoma City (OK); On-site; USD 52,000 - 78,000; Full time

Job summary

Quest Diagnostics is seeking a Patient Service Representative/Phlebotomist to join the Diagnostic Laboratory of Oklahoma in the NW Oklahoma City region. You will collect specimens, verify orders, and assist with patient services across PSCs, offices, and mobile sites.

Ideal candidates have seven years of phlebotomy experience, strong data entry skills, and flexibility to travel. This role emphasizes customer service, accuracy, and collaboration with multiple teams in a fast-paced setting.

Qualifications

• Seven years phlebotomy experience required.
• Keyboard and data entry experience are needed.
• Flexibility for weekends, holidays, on-call and overtime.
• Reliable transportation, valid license and clean driving record.
• Travel and flexible hours to cover multiple locations.

Responsibilities

• Collect specimens according to established procedures.
• Administer oral solutions as trained.
• Verify orders and enter data accurately in lab systems.
• Manage billing information and patient registrations when required.
• Handle multiple locations and assist with onboarding for new staff.
• Maintain safety and confidentiality in all activities.

Skills

Phlebotomy experience

Data entry

Education

High School Diploma or Equivalent

Job description

Diagnostic Laboratory of Oklahoma (DLO)

Location: Territory within NW Oklahoma City & some Rural Areas

Hours: Day Shift; Hours Varied based on Business Need

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive, professional, and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful, productive work environment

Job Description

Diagnostic Laboratory of Oklahoma (DLO)

Location: Territory within NW Oklahoma City & some Rural Areas

Hours: Day Shift; Hours Varied based on Business Need

Essential Functions

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive, professional, and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful, productive work environment

Represents the face of our company to patients who come to DLO, both as part of their health routine or for insights into life-defining health decisions. The PSR IV must have a deep understanding and knowledge of established practices and procedures and creates an atmosphere of trust and confidence to our patients, customers, clients and internal leadership. The PSR IV must ensure that daily work of the Patient Service Center/Mobile/Long Term Care/In-Office Phlebotomy is completed accurately and on time. The PSR IV is also responsible in providing the Supervisor or Functional Patient Services Manager with Patient, Client, Field, Compliance, Training, Metrics and Administrative support as needed in the Patient Service Region. The PSR IV must function as a backup to the Patient Services Supervisor and carry out duties and responsibilities in his/her absence. The PSR IV demonstrates DLO Leadership Behaviors while focusing on process excellence skills and sensitivity to confidentiality and accuracy to patient information. This role is held accountable for Patient Service Center (PSC) and/or In-Office Phlebotomy (IOP) activity in the territory, including opening and closing both PSCs and IOP locations. Successful applicants may be assigned to work and direct daily activity in a doctor's office, a patient service center, in a house call environment, long-term care or as business needs dictate. Will be required to act as a coach, mentor, instructor, and resource advisor for new employees and provide effective onboarding services to new clients. They will also act as a point of contact to staff in the region and provide regular input to the Supervisor or Functional Patient Service Manager. In addition, the PSR IV must portray leadership capabilities and a higher level of customer-facing skills including; verbal and written communications, problem-solving, and collaboration with multiple functions, such as: Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics due to their specialty and or complex test orders. The PSR IV must be capable of handling multiple priorities in a high-volume setting.

Responsibilities

• Collect specimens according to established procedures. This includes, but not limited to: drug screens, biometric screening and insurance exams.
• Administer oral solutions according to established training.
• Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.
• Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders.
• Enter billing information and collect payments when required, including the safeguarding of assets and credit card information.
• Data entry and processing specimens including: labeling, centrifuging, splitting, and freezing specimens as required by test order.
• Perform departmental-related clerical duties when assigned such as data entry, inventory, stock supplies, and answer phones when needed.
• Read, understand and comply with departmental policies, protocols and procedures: (i.e. Procedure Manuals, Safety Manual, Compliance Manual, Automobile Policies and Procedures, Employee Handbook, Quality Assurance Manual); and ensure that all staff members follow instructions.
• Perform verification of patient demographic info/initials including patient signature post-venipuncture to verify tubes were labeled in their presence and that the name on the label is correct.
• Assist with compilation and submission of monthly statistics and data.
• Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs.
• Complete training courses and keep up-to-date with the latest phlebotomy techniques.
• Travel to Territory Manager meeting if held off-site or off normal shift.
• Participate on special projects and teams.
• Stay up-to-date on company communications and assist with the distribution of technical information to the work group.
• Perform Point of Care (POC) testing at those sites where needed and the complete training/competency evaluations per Standard Operating Procedure (SOP).
• With appropriate training, act as mentor and resource for new employees, assisting with transition into the PSC work environment and the familiarity with established procedures.
• Assist with periodic inventory counts.
• Assist with the preparation of schedules for the assigned workgroup or PSCs.
• Communicate professionally with clients to resolve or refer, and document problems, prepare problem documentation and report critical issues as they occur.
• Ensure staff is following all safety precautions by wearing a clean, button lab coat, gloves and face shield when required.
• Assist supervisors with the implementation of SOPs and the distribution of technical information and communication to the workgroup in accordance with DLO guidelines.
• Ensure facilities are neat, clean and in good repair, take appropriate action to advise Supervisor of required repairs and maintenance.
• Will be required to act as a coach, mentor, instructor and resource advisor for new employees, as well as be the point of contact to staff on-site and provide regular input to the supervisor.
• Provide effective onboarding services to new clients.
• Partner with Supervisor to assist the transition process setting up new offices for both PSCs and IOPs.
• Must be able to step in for a PSR III and lead one or more PSR on site.
• Support Patient Inquiries from the website, Office of Chairman and Managed Care, as needed.
• Support the Problem Resolution Line and could be called to the field regarding a patient recollection, as needed.
• Provide input on the performance evaluations of the PSRs.

Qualifications

Required Experience

• Seven years phlebotomy experience required, inclusive of pediatric, geriatric, and capillary collections.
• Keyboard/data entry experience.
• Flexible and available based on staffing needs, which includes weekends, holidays, on-call and overtime.
• Must have reliable transportation, valid driver license, and clean driving record, if applicable.
• Travel and flexible hours required to work multiple locations and required to cover at Patient Service Center/Mobile/Long-Term Care/In-Office Phlebotomy locations with minimal notice.

Required Knowledge

• High School Diploma or Equivalent (Required)

Special Requirements

• Committed to all DLO Policies & Procedures including Company dress code, Employee Health & Safety, and DLO Everyday Excellence Guiding Principles.
• Ability to provide quality, error-free work in a fast-paced environment.
• Ability to work independently with minimal on-site supervision.
• Excellent phlebotomy skills to include pediatric and geriatric
• Must demonstrate Superior Customer Focus; ability to communicate openly and transparently with peers, supervisors and patients; ability to accelerate and embrace change throughout DLO and Knowledge of our business.
• Capable of handling multiple priorities in a high-volume setting.
• Must be able to make decisions based on established procedures and exercise good judgment
• Travel Required

Physical And Mental Requirements

• Lift light to moderately heavy objects. The normal performance of duties may require lifting and carrying objects. Objects in the weight range of 1 to 15 pounds are lifted and carried frequently; objects in the weight range of 16 to 25 pounds are lifted and carried occasionally and objects in the weight range of 26 to 40 pounds are seldom lifted and carried. Objects exceeding 41 pounds are not to be lifted or carried without assistance.
• Must be able to sit or stand for long periods of time; requires long hours of eye and hand coordination.
• Must be able to perform repetitive tasks with dominant hand frequently to constantly throughout the day.
• Position requires travel.
• Extensive use of phone and PC.
• Fine dexterity with hands/steadiness.
• Talking.
• Walking.
• Balancing.
• Bending/kneeling.
• Pushing/pulling.
• Reaching/twisting.

About The Team

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.