FT Patient Outreach Services Specialist

Wellstar Health System; Douglasville (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Wellstar Douglas Outreach in Douglasville, Georgia is seeking a FT Patient Outreach Services Specialist to support lab outreach operations. Under supervision, you will perform patient registrations, data entry in Epic and Quest/LabCorp systems, and assist with phlebotomy and specimen processing in adherence to CLIA and CAP guidelines.

You will ensure accurate lab orders, verify insurance, coordinate with physicians and office staff, and handle customer service tasks including billing inquiries

Qualifications

• High School Diploma or equivalent.
• At least 1 year of customer service experience.
• Preferred: previous lab outreach externship or phlebotomy experience.

Responsibilities

• Perform patient registrations and ensure accuracy of lab orders.
• Register patients in Epic and verify insurance.
• Handle phlebotomy and specimen processing per CLIA/CAP guidelines.
• Assist with billing issues and patient follow-up communications.
• Provide professional customer service and coordinate with physicians/offices.

Skills

Customer Service

Verbal Communication

Written Communication

Multitasking

Organization

Professionalism

Education

High School Diploma

Tools

Epic System

Quest/LabCorp Systems

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Wellstar Douglas Outreach in Douglasville, Georgia is seeking a FT Patient Outreach Services Specialist. The Patient Outreach Services Specialist will work under the supervision of the Outreach Supervisor or designee, performs technical and non-technical duties within the WellStar Laboratory Outreach specimen collection locations. Duties included, but not limited to, WellStar EPIC system patient registration; WellStar EPIC system insurance and ICD-10 data entry; WellStar EPIC system laboratory test order entry; Quest Laboratory and Lab Corp systems patient registration; Quest Laboratory and Lab Corp systems insurance and ICD-10 data entry; Quest Laboratory and Lab Corp systems test order entry; resolving all customer service problems and issues at assigned in-office phlebotomy and patient service center locations; properly preparing and packing specimens for transport to analyzing laboratory; properly and accurately performing phlebotomy specimen collection; performing Quality Assurance and maintenance checks on all equipment in accordance to CLIA and CAP guidelines; and all other duties as assigned.

Core Responsibilities And Essential Functions

Perform Patient Registrations

• Check all lab orders (Epic/ Manual) for accuracy (patient identification, testing and insurance) in accordance to national patient safety goal.
• Accurately registers patient in Epic. Check all lab orders (electronic or manual) verifying the correct lab is chosen dependent upon patients insurance
• Verify all expected date
• Verify accurate test information is captured in multiple registration systems (WellStar Epic System or the Quest and Lab Corp systems).
• Verify that insurance is current, correct and verified in the registration system
• Scan all patient information in the Epic system (ID, insurance card, manual lab orders)
• Order test(s) in computer system and follows special procedures for test reporting requirements. Collaborates with physician, and office staff to verify accuracy
• Verify test reports/results are sent to appropriate personnel. (Physician and/or appropriate office)
• Verify activity is recorded and performs monthly audit reports of all registrations for non-WellStar labs
• Verify all STATs are sent to laboratory within time guidelines. (Schedule all STAT pick-ups)
• Print ABN (if required), present to patient provide verbal explanation and obtain signature
• Collect payments for SP3 (Time of Service patients) for all approved lab test. (credit card, check, money order)

Phlebotomy / Specimen Collection/Specimen Processing

• Properly identify the patient by following the WellStar Patient Care Safety policies
• Properly perform venipunctures procedures on patients of all ages
• Follow Laboratory policies regarding hard stick situations
• Properly process all specimens according to established specimen requirements
• Package all specimens according to DOT guideline and prepare for courier pick-up by WellStar, Quest, Lab Corp, & Fed Ex couriers
• Collection and proper processing of all testing kits (Progenity, AVISE, Vectra, Natera)
• Responsible for current knowledge of test, tube and specimen requirements for WellStar, Quest and Lab Corp laboratories
• Responsible for current knowledge on collection and processing requirements of specialty testing such as GTT, Breath test and Bariatric testing for WellStar, Quest and LabCorp
• Use proper hand hygiene in accordance to patient safety goals

Customer Service Support

• Assisting Physicians/Office staff with ordering labs in Epic correctly. (Future/Standing/Clinic Collect orders)
• Notifying physicians, or designee, immediately of critical lab results as requested
• If necessary, reprint any laboratory reports
• Assisting physician with any research and issue resolution
• Assisting physician office staff and patients in resolving all laboratory billing issues
• Making all follow-up phone calls to patients if re-collection of specimens is necessary
• Assists physicians and office staff in determining appropriate selection of diagnostic lab tests or test panels
• Serves as liaison between the office manager and supervisors on location concerns/issues
• Assists with patient questions and concerns. Escalates any issues appropriately that may arise outside of the Leads scope
• Fax lab results to Physicians as requested
• Maintain organized records and documents on site for three (3) months

Regulatory Agencys Quality Assurance Requirements

• Perform all daily QA checks on equipment
• Perform quarterly safety inspections and prepare report of findings for tracking
• Perform quarterly Chemical Inventory inspections and prepare report of findings to safety officer
• Complete monthly workload tallies
• Complete all annual personnel requirements (lab procedure review, mandatory continual education review, net learning CEUs, & employee physical examination)
• Must remain current on information regarding all CLIA and CAP requirements, in accordance to national patient safety goals
• Attendance at all mandatory staff meetings
• Performs other duties as assigned
• Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education

High School Diploma General

Required Minimum License(s) And Certification(s)

All certifications are required upon hire unless otherwise stated.

BLS - Basic Life Support or ARC-BLS - Amer Red Cross Basic Life Support or BLS-I - Basic Life Support - Instructor

Additional License(s) and Certification(s): n/a

Required Minimum Experience

Minimum 1 year of previous computer registration skills completed WellStar Lab Outreach externship Preferred and

Minimum 1 year of Customer Service experience preferred and/or completed WellStar Lab Outreach externship Preferred and

Minimum 1 year of previous phlebotomy and specimen processing experience preferred and/or completed WellStar Lab Outreach externship Preferred

Required Minimum Skills

Requires excellent Customer Service skills

Excellent verbal and written communication skills

Requires efficient and accurate computer skills

Must be able to work and maintain professional demeanor under stressful conditions

Requires efficient multi-tasking and organizational skills

Must be able to gracefully maintain composure in difficult situations

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.