Facility: Douglas Hospital

Job Summary:

Wellstar Douglas Patient Outreach Services in Douglasville, Georgia is seeking a PRN Patient Outreach Services Specialist. The Patient Outreach Services Specialist is 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 patient’s 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)

Customer Service Support

• Assisting Physician’s/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 Agency’s 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

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

Required Minimum Education:

• High school diploma Required or GED Required

Required Minimum License(s) and Certification(s):

• Basic Life Support (BLS) through American Heart Association (AHA) Required
• Georgia Driver's License Required

Additional Licenses and Certifications: n/a

Required Minimum Experience:

• Minimum 1 year of previous computer registration skills and/or completed WellStar Lab Outreach externship Preferred and
• Minimum 1 year of Customer Service experience and/or completed WellStar Lab Outreach externship Preferred and
• Minimum 1 year of previous phlebotomy and specimen processing experience 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