Patient Services Lead

PathGroup; Chattanooga (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

PathGroup is seeking a Patient Service Team Leader to oversee daily operations of Patient Service Centers and In-office Patient Services Technicians. The role ensures a safe, professional environment and provides administrative and training support to supervisors, serving as the backup during absences.

Primary duties include traveling to client locations on short notice, implementing SOPs, coordinating PSC/IOPST activities, and coaching phlebotomists.

Qualifications

• Ability to travel to client locations within region on short notice.
• Experience assisting with SOP implementation for patient services.
• Experience training and evaluating staff performance.
• Strong attention to detail and accuracy in documentation.
• Familiarity with phlebotomy or patient services operations is a plus.

Responsibilities

• Travel to client locations within a designated region on short notice.
• Assist supervisors with SOP implementation for patient services.
• Back up for the Patient Services Supervisor during absences.
• Coordinate work of PSCs and IOPSTs to maintain production and service levels.
• Provide training and coaching for phlebotomists and assist with performance evaluations.
• Conduct site visits and participate in QA audits.
• Greet customers courteously and maintain professional service.
• Ensure accurate collection and timely processing of specimens.

Skills

Travel readiness

SOP implementation support

Staff training

Attention to detail

Customer service

Job description

Job Summary

Patient Service Team Leaders, under the direction of the area supervisor, ensure that daily work of the Patient Service Centers (PSCs) and In-office Patient Services Technician (IOPSTs) are completed accurately and on time. The person in this position maintains a safe and professional environment for patients, clients, and employees and provides administrative and training support to the supervisors. The person in this position functions as the backup to the area supervisor.

Job Responsibilities

ESSENTIAL FUNCTIONS:

• Ready to travel to a client location within a designated region with short notice.
• Assist supervisors with the implementation of Standard Operating Procedures (SOP's) for patient services in accordance with PathGroup guidelines.
• Function as back up for the Patient Services Supervisor as necessary and carry out duties in his/her absence.
• Coordinate the work of patient services technician in the Patient Service Centers and In-office Patient Services Technician (IOPSTs) to assure that production is consistent and service levels are maintained. Play an important role in the dissemination of information to employees.
• Responsible for training, coaching, and providing input on the performance evaluation of the phlebotomists. Assist in relocating, opening new facilities as necessary.
• Perform site visits as assigned, and document findings. Assist with QA (quality assurance) audits.
• Greet customers appropriately. Treat all customers in a courteous manner.
• Ensures all field phlebotomy and PSC specimens are collected accurately and on time.
• Collects specimens according to established procedures. Properly explains in a clear but courteous manner the process of the venipuncture (blood drawing) and or other specimen collection (ex. urine or fecal) as required. Reduces patient anxiety by providing a calm environment for patients before, during and after the collection process.
• Disposes of blood or other biohazard fluids or tissue, in accordance with applicable laws, standards, or policies. Disposes of contaminated sharps, in accordance with applicable laws, standards, and policies.
• Completes requisitions accurately within Pathconnect and/or other PathGroup computer applications.
• Enters patient, specimen, insurance, or billing information into the computer. Requires attention to detail to maintain high level of accuracy. Communicate with clients to confirm handwritten orders, verify test(s) ordered, obtain accurate billing information, i.e. diagnosis codes, UPIN information, etc.
• Researches test/client information utilizing lab computer system.
• Matches laboratory requisition forms to specimen tubes. Label, centrifuge, split, and freeze specimens as required by test order.
• Package specimens for transport. Stores specimen sample according to required temperature, places samples in appropriate collection container/ tube, accurately labels, follows different procedures as outlined by specific to protocol deemed necessary for transport to maintain integrity of the specimen. Demonstrates proficiency of proper collection methods and proper processing of all specimens.
• Maintains required records and documentation.
• Prepares schedules with minimal overtime for employees and floaters to be submitted to the supervisor for approval.
• Assist with time/attendance entry of employees.
• Maintains daily records and all appropriate PSC/IOPSTs Patient Services logs.
• Assist with the compilation of monthly statistics and data.
• Performs basic clerical duties, i.e. filing, faxing, and preparing mail. The person in this position is required to perform electronic data entry.
• Approves time in attendance software by noon on the Monday following the end of the pay period. Submits accurate expense and travel logs on Monday for the week prior or as directed by management.
• Demonstrates organizational commitment.
• Adheres to departmental and company code of grooming and dress code and lab coat policies, appearing neat and clean at all times.
• Utilizes time appropriately. Capable of maintaining fluctuating patient flow.
• Displays courteous and professional behavior to clients, patients, and co-workers. Communicates with co-workers and clients in a way that promotes a harmonious and cooperative working environment.
• Answers the telephone in a friendly and helpful manner, by incorporating the company name, self-identification and a helpful statement.
• Performs duties in an independent manner.
• Communicates pertinent information/issues to supervisor, manager or group leader for resolution.
• Contributes to a positive work climate and to the team effort of the department and company.
• Ensures facilities are neat, clean and in good repair, takes appropriate action to advise Group Leader or Supervisor of required repairs and maintenance.
• Assist with periodic inventory counts, report shortages and problems to the supervisor as they occur.
• Utilizes proper PPE (Personal Protective Equipment) to ensure patient and personal safety. Exercises all laboratory safety precautions and adheres to lab procedures as stated in procedure manuals.
• Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.

Non-essential Functions

• Works with other departments within PathGroup and subsidiaries.
• Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
• Other duties as assigned.