Problem Resolution Specimen Coordinator

Quest Diagnostics Incorporated; San Juan Capistrano (CA); On-site; USD 39,454 - 44,028; Full time

Benefits offered by this job

Day 1 Medical, dental & vision for FT

401(k) with company match

Annual incentive plans

Employee stock purchase plan

Job summary

Quest Diagnostics Incorporated in San Juan Capistrano, CA, is seeking a Problem Resolution Specimen Coordinator for Sunday to Thursday, 1:00 PM to 9:30 PM. The role audits specimen processing to ensure quality and drives problem resolution across departments.

Responsibilities include conducting departmental audits, analyzing data from LIS and EMR systems, and providing feedback to leadership to prevent recurring issues. A strong communication skillset and knowledge of lab workflows are essential.

Qualifications

• Minimum of one year in Problem Resolution Tech/Group Leader or related role.
• Minimum of 3 years Lab experience preferably in a production environment.
• Medical background preferred which includes medical terminology applicable to a clinical laboratory.
• Previous data/analytics experience.

Responsibilities

• All duties included in the Problem Resolution Technician job description with the clear objective and focus of preventing reoccurring issues.
• Maintains confidentiality at all times. Will have access to overall employee and department performance.
• Demonstrates a good understanding of job duties and SOPs related to Specimen Processing in a production setting.
• Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add‑on tests, TNPs, reflex tests, and custom panels.
• Conducts all regularly scheduled departmental audits and others as requested.
• Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entry process.
• Identifies and documents any defects in the data entry process, using department defect definitions as a guide.
• Generates daily reports on quality to department supervisors.
• Maintains and reports department quality data to include compliance audits and Best Practice Team reports.
• Researches, responds, records, and submits additional errors regarding department quality to the department supervisor or manager as needed.
• Provides appropriate feedback to supervisors and managers when problems arise.
• Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources.
• Understanding of QC electronic issues; ability to collaborate with IT & Sales on interfaces & technical issues.
• Manages projects as assigned that drive quality metrics.
• Performs audit of EMR requisitions to include: pulls reports indicating failed EMRs and logs tickets for frequent offenders and follows up to ensure successful transmission of orders; identifies discrepancies within EMR requisitions.
• Client interfacing role requiring strong communication, collaboration, and problem solving skills.

Skills

Excellent communication

Composure under pressure

Judgment

Interpersonal skills

Flexibility

Excel

Word

Education

High School Diploma or Equivalent

Job description

Problem Resolution Specimen Coordinator - San Juan Capistrano, CA, Sunday to Thursday, 1:00 PM to 9:30 PM

Pay range: $28.64 - $31.96 / hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended.

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information

We are proud to offer best‑in‑class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part‑time or full‑time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best‑in‑class well‑being programs
• Annual, no‑cost health assessment program Blueprint for Wellness
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre‑tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy‑up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

This position assists department management and is responsible for conducting audits of all Specimen Processing processes to ensure the department maintains high standards in quality and compliance. Audits that could be performed by the Advanced Problem Resolution Coordinator may include department and individual compliance audits, error tracking, etc. The position also functions proactively in a problem resolution capacity and works to identify and solve issues in regard to processing and testing laboratory specimens. Collaborates with various departments including, but not limited to Specimen Processing, Referral Testing, and Technical departments to research and resolve issues, expedite specimen testing and result reporting.

Responsibilities

• All duties included in the Problem Resolution Technician job description with the clear objective and focus of preventing reoccurring issues.
• Maintains confidentiality at all times. Will have access to overall employee and department performance. May have knowledge of disciplinary actions up to, and including termination. May have knowledge related to departmental performance that could be detrimental if released to the wrong environment.
• Demonstrates a good understanding of job duties and SOPs related to Specimen Processing in a production setting.
• Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add‑on tests, TNPs, reflex tests, and custom panels.
• Conducts all regularly scheduled departmental audits and others as requested.
• Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entry process.
• Identifies and documents any defects in the data entry process, using department defect definitions as a guide.
• Generates daily reports on quality to department supervisors.
• Maintains and reports department quality data to include compliance audits and Best Practice Team reports.
• Researches, responds, records, and submits additional errors regarding department quality to the department supervisor or manager as needed.
• Provides appropriate feedback to supervisors and managers when problems arise.
• Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources (e.g. specimen logs, worklists, management reports, laboratory information systems, front‑end automation, testing instrumentation, etc.).
• Understanding of QC electronic issues; ability to collaborate with IT & Sales on interfaces & technical issues.
• Manages projects as assigned that drive quality metrics.
• Performs audit of EMR requisitions to include: pulls reports indicating failed EMRs and logs tickets for frequent offenders and follows up to ensure successful transmission of orders; identifies discrepancies within EMR requisitions, such as test code or other data, logs ticket and follows up to ensure the quality of received orders.
• Client interfacing role requiring strong communication, collaboration, and problem solving skills.

Qualifications

Required Work Experience:

Internal candidates must have a minimum of one year in Problem Resolution Tech/Group Leader or related role.

Preferred Work Experience:

• Minimum of 3 years Lab experience preferably in a production environment
• Medical background preferred which includes medical terminology applicable to a clinical laboratory
• Previous data/analytics experience

Physical and Mental Requirements:

• Able to sit or stand for long periods
• Works in a biohazard environment, practicing good safety habits
• Handles multiple tasks and works in a production environment

Skills:

• Excellent communication skills required
• Maintains composure while working under pressure
• Reflects good judgment at all times when determining what action to take when resolving problems
• Adheres to Quest Diagnostics core values, safety, and compliance policies and procedures
• Demonstrates strong interpersonal skills that foster a positive environment
• Demonstrates flexibility and be able to change.
• PC skills in Excel and Word applications with the ability to extract and analyze data

Education:

• High School Diploma or Equivalent (Required)

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the following laws if applicable: the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.

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

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