At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Resource Coordinator - Outpatient Phlebotomy/Support Services reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities:

• Performs all aspects of pre-analytic workflow appropriate for the specific support services laboratory section to ensure orders are entered correctly, specimens collected are appropriate for the test ordered and are correctly process/transported.
• Provides internal and external customer service excellence
• Answers telephone and prioritizes requests using NM telephone etiquette
• Follows up on telephone requests as needed
• Provides specimen collection instructions to customers when necessary. Verifies order
• Verifies non-patient information (e.g., collection time) according to established protocol where needed.
• Handles unresolved orders, troubleshoots where needed.
• Verifies with physician and/or nurses prior to LIS order entry to resolve unclear, duplicate or otherwise ambiguous orders.
• Enters orders
• Verifies specimens for add-on tests are available and acceptable and generates add-on test orders. Registers patients in computer
• Registers patients in the computer according to established protocol, when necessary.
• Verifies patient demographics.
• Verifies data entry of specimen/orders into the computer.
• Collecting, receiving and processing of specimens
• Verifies specimens are correctly and completely labeled upon receipt. Evaluates specimens for appropriateness and takes necessary corrective action. Appropriately documents unacceptable specimens.
• Prioritizes specimen processing based on established priorities.
• Aliquots specimens according to established protocols.
• Performs aspects of analytical testing appropriate for the specific laboratory section.
• Maintains test system integrity:
  • Performs preventative maintenance on instruments/equipment in a timely fashion according to defined schedule.
  • Verifies reagents and supplies meet defined acceptability criteria upon receipt and prior to use; takes action to ensure unacceptable items are removed from use.
  • Ensures that sufficient reagents and supplies necessary for test performance are available. Notifies senior staff when minimum inventory level is encountered.
  • Performs and records all necessary quality control (QC) required for test system performance.
  • Evaluates QC results and takes necessary corrective actions according to established protocol.
• Performs specimen preparation:
  • Performs any necessary pretest specimen preparation according to protocols.
  • Performs aspects of test management appropriate for the specific laboratory section.
  • Responds effectively to changes in the workflow by coordinating a simultaneous series of test when needed, or adjusting work to incorporate STAT tests or fluctuations in work volume.
  • Monitors daily workflow; overseeing and adjusting staff assignments (e.g., breaks, tasks) and priorities, to meet service levels.
• Performs test review
  • Review results for completeness, correctness, and consistency within defined test system.
  • Follows established notification protocols for phone/fax results requests.
• Troubleshoots and solves problems:
  • Recognizes when unresolved problems need to be escalated and takes necessary follow-up action
  • Prints pending logs and follows-up to ensure pending tests are completed or cancelled when appropriate.
  • Performs aspects of the post-analytic workflow appropriate for the specific laboratory section to ensure accurate results are reported within established time frames, specimens are retained appropriately, test results and/or current status are available upon inquiry, and billed charges are correct for testing performed.
• Post-test specimen storage:
  • Stores specimens and related materials according to protocols for location and duration.
  • Retrieves specimen and related materials when needed.
• Verifies and reports results:
  • Verifies results according to procedure.
  • Performs computer functions necessary for releasing results.
  • Generates written reports according to established protocol.
  • Reviews printed reports when applicable, recognizes problems and escalates according to protocol.
• Amends reports:
  • Corrects erroneous reports and amends reports according to procedure.
• Responds to inquiries:
  • Responds to requests for information according to established protocol for confidentiality and release of information.
  • Recognizes when unresolved inquiries need to be escalated and take action.
• Stores documents and records:
  • Stores documents and records according to established protocol.
• Charge capture/billing:
  • Performs billing and/or enters credits for tests and services when applicable.
  • Recognizes billing problems and escalates accordingly.
• Ensures quality of operations:
  • Follows written standard operating procedures.
  • Operates instruments/equipment according to protocol.
  • Uses computers according to established protocol; follows downtime procedures as required.
  • Performs required Quality System responsibilities.
  • Participates in the training of new employees.
  • Performs other duties as assigned, or as needed, to ensure continued quality of operations.
• Ensures safety of operations:
  • Follows all required safety procedures, uses personal protective equipment (PPE) appropriate for tasks performed.
  • Maintains clean and organized work area.
• Provides service excellence:
  • Answers telephones when needed, using NM telephone etiquette.
  • Maintains patient confidentiality including protected health information (PHI)
  • Assists patients, visitors and other contacts whenever need occurs.
  • Under the direction of the Manager, supervises all support services tasks.
  • Prepares employee work schedules, and work station and delivery assignments
  • Assists Manager with input to PMP evaluations
• Participates in:
  • QM Statistics, ATR reconciliation, and projects
• Provides support when problems arise
• Liaison with all technical sections in pathology and admitting
• This position requires individuals to be extremely careful and aware of the importance of eliminating laboratory errors.
• Position will assist with problem resolution regarding patient specimens including root cause analysis.
• Position participates in departmental quality improvement activities.

#INDC

Required:

• High School Diploma or equivalent
• Computer Data Entry

Preferred:

• Associate in Science degree; three years work experience in laboratory support services or health related experience.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.