Resource Coordinator - Outpatient Phlebotomy

Description

The Resource Coordinator, Support Services reflects the mission, vision, and values of Northwestern Memorial, 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.

Under the direction of the Manager, the coordinator has the authority and accountability for facilitating the delivery of quality service for a designated section (75% staff work 25% resource coordination.) Duties include the investigation and resolution of service problems between support services, nursing units, outpatient areas and clinical testing departments. Responsibilities include coordination of specimen processing and delivery and result distribution.

Special knowledge of hospital and laboratory systems required.

• 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.

Customer Service

• Answers telephone and prioritizes requests
• 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 were 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 on the computer according to established protocol, when necessary.
• Verifies patient demographics.
• Verifies data entry of specimen/orders into the computer.

Enters orders

• Collecting, receiving, and processing of specimens
• Verified 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 limits, specimens are retained appropriately, test results and/or status are available upon…