Phlebotomy Representative - Site Lead

Phlebotomy Representative - Site Lead

Job Description:

Deliver professional phlebotomy services at assigned Patient Service Centers (PSCs) or Client Offices (IOPs). Ensure accurate specimen collection, patient identification, and adherence to testing protocols to support high-quality laboratory results. Communicate effectively to create a professional and efficient experience for patients, staff, and clients. Work with a consistently low error rate and handle more complex collections and patient/client situations, while supporting on-site staff.

Demonstrate the Quest 5

Cs
- Customer First, Care, Collaboration, Curiosity, and Continuous Improvement in all interactions to uphold service and operational excellence.

Specimen Collection & Processing

• Perform specimen collections following established procedures for a variety of tests, including but not limited to venipuncture and capillary draws. Capable of handling some difficult draws, including pediatric, geriatric, and hard sticks with a consistently low error.
• Obtain patient identification and signatures to confirm specimen labeling accuracy. Perform data entry as necessary.
• Prepare specimens for transport and testing, including labeling, centrifuging, splitting, and storage as required by test order.
• Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.

Patient Experience & Customer Service

• Independently resolve routine patient and client concerns and escalate non-routine issues appropriately.
• Communicate professionally with clients to resolve, refer, and/or document problems, prepare problem documentation and report critical issues as they occur.
• Provide professional, respectful, and efficient service to all patients and clients. Use strong verbal and written communications, problem-solving, and collaboration skills to complete daily procedures and address patient questions.
• Perform accurate data entry for patient registration, test order entry, and billing information.
• Maintain a clean, orderly, and welcoming collection environment.
• Handle multiple priorities in a high-volume setting.

Site Support:

• Direct daily operations at site, following standard Operating Procedures (SOPs), coaching on-site staff as necessary.
• With training, act as mentor and resource for new and tenured employees.
• Ensure that daily activities of the office are completed accurately and on time.
• Assist with site upkeep and maintenance, such as compiling monthly statistics, maintaining phlebotomy logs, ordering supplies, prepare schedules, and always ensuring cleanliness and safety at the site.
• Must be flexible with scheduling, including weekends and holidays as needed.
• Minimal travel to sites beyond designated work site(s).
• Assigned to a single site, supporting designated Patient Service Centers (PSCs) or Client Offices (IOPs) location.

Operations & Compliance

• Obtain identification and accurately enter billing information and collect payments when required, following corporate policies.
• Follow departmental policies, procedures, safety protocols, and compliance standards, including confidentiality of patient information.
• Utilize laboratory systems, directories, and corporate tools to confirm orders and documentation.
• Support routine administrative tasks including supply stocking, maintaining logs sanitizing, filing, email use, and answering phones.
• Complete all training and maintain current phlebotomy skills and knowledge.

Required

Work Experience:

• Two years of phlebotomy experience required.

Preferred

Work Experience:

• Customer service experience.

Physical and Mental Requirements:

• Lift up to 15 lbs frequently; up to 40 lbs occasionally (with assistance as needed).
• Regularly perform repetitive hand motions with fine dexterity; stand or sit for extended periods.
• Frequent walking and standing; occasional bending, kneeling, reaching, twisting, or pulling.
• Extensive use of phone and computer; frequently communicating in English with patients and clients.

Knowledge:

• Strong knowledge of phlebotomy best practices and more complex collection practices, including pediatric and geriatric draws.

Skills:

• Keyboard/data entry experience.
• Ability to perform accurate, error-free work in a fast-paced setting, while helping team with difficult draws.
• Proven skill with phlebotomy, including pediatric and geriatric collections.
• Strong communication skills and ability to adapt to change.

English required

Education:

• High School diploma or…