Problem Resolution Specimen Coordinator

Quest Diagnostics Incorporated
United States, California, San Juan Capistrano
Feb 23, 2025
This positionassists 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 theAdvanced Problem Resolution Coordinatormay include Department and individual compliance audits, error tracking, etc. Thepositionalso functions proactively in a problem resolution capacity and works to identify and solve issuesin regard toprocessing 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 specimentestingand result reporting. 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 upto, andincluding termination. May have knowledge related to departmental performance that could be detrimental if released to the wrongenvironment Demonstrates a good understanding of job duties and SOP's related to Specimen Processing in aproductionsetting Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP's, reflex tests, and custompanels Conducts all regularly scheduled departmental auditsand others asrequested Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entryprocess Identifies and documents any defects in the data entry process, using department defect definitions as aguide Generates daily reports on quality to departmentsupervisors 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 departmentsupervisor or manager asneeded Provides appropriate feedback to supervisors and managers when problemsarise 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 QCelectronic issues; ability to collaborate with IT & Sales on interfaces & technical issues Manages projects as assigned that drive qualitymetrics Performs audit of EMR requisitions to include: Pulls reports indicatingfailed 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 receivedorders Client interfacing role requiring strong communication, collaboration, and problem solvingskills QUALIFICATIONS Required WorkExperience: Internal candidatesmust have a minimum of one year inProblem ResolutionTech/Group Leader orrelatedrole Preferred Work Experience: Minimum of 3 years Lab experience preferably in a production environment Medical background preferred which includes medical terminology applicable to aclinical laboratory Previous data/analytics experience Physical and Mental Requirements: Able to sit or stand for longperiods Works in a biohazard environment, practicing good safetyhabits Handles multiple tasks and works in a productionenvironment Knowledge: N/A Skills: Excellent communication skillsrequired Maintains composure while working underpressure Reflects good judgment at all times when determining what actionto take when resolvingproblems Adheres to Quest Diagnostics core values, safety, and compliance policies andprocedures Demonstrates strong interpersonal skills that foster a positiveenvironment Demonstrates flexibility and be able to change. PC skills in Excel and Word applications with the ability to extract and analyzedata EDUCATION High School Diploma or Equivalent(Required) LICENSECERTIFICATIONS Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets