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About the Role

Represents the face of our company to patients who come to Quest Diagnostics, both as part of their health routine or for insights into life-defining health decisions. The PSR IV must have a deep understanding and knowledge of established practices and procedures and creates an atmosphere of trust and confidence to our patients, customers, clients and internal leadership. The PSR IV must ensure that daily work of the Patient Service Center/Mobile/Long Term Care/In-Office Phlebotomy is completed accurately and on time. The PSR IV is also responsible in providing the Supervisor or Functional Patient Services Manager with Patient, Client, Field, Compliance, Training, Metrics and Administrative support as needed in the Patient Service Region. The PSR IV must function as a backup to the Patient Services Supervisor and carry out duties and responsibilities in his/her absence. The PSR IV demonstrates Quest Leadership Behaviors while focusing on process excellence skills and sensitivity to confidentiality and accuracy to patient information. This role is held accountable for Patient Service Center (PSC) and/or In-Office Phlebotomy (IOP) activity in the territory, including opening and closing both PSCs and IOP locations. Successful applicants may be assigned to work and direct daily activity in a doctor's office, a patient service center, in a house call environment, long-term care or as business needs dictate. Will be required to act as a coach, mentor, instructor, and resource advisor for new employees and provide effective onboarding services to new clients. They will also act as a point of contact to staff in the region and provide regular input to the Supervisor or Functional Patient Service Manager. In addition, the PSR IV must portray leadership capabilities and a higher level of customer-facing skills including; verbal and written communications, problem-solving, and collaboration with multiple functions, such as: Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics due to their specialty and or complex test orders. The PSR IV must be capable of handling multiple priorities in a high-volume setting.

Responsibilities

Collect specimens according to established procedures, including drug screens, biometric screening, and insurance exams.
Administer oral solutions according to established training.
Research test/client information and confirm/verify all written and electronic orders using lab technology systems or directory of services.
Complete all data entry requirements accurately, including patient registration, test order entry, and managing Standing Orders.
Enter billing information and collect payments when required, safeguarding assets and credit card information.
Perform data entry and process specimens, including labeling, centrifuging, splitting, and freezing as required.
Perform departmental-related clerical duties such as data entry, inventory, stocking supplies, and answering phones.
Read, understand, and comply with departmental policies, protocols, and procedures, ensuring staff compliance.
Perform verification of patient demographic info/initials and patient signature post-venipuncture to verify tube labeling.
Assist with compilation and submission of monthly statistics and data.
Maintain all appropriate phlebotomy logs in a timely manner.
Complete training courses and stay up-to-date with the latest phlebotomy techniques.
Travel to Territory Manager meetings if held off-site or off normal shift.
Participate in special projects and teams.
Stay up-to-date on company communications and assist with distributing technical information.
Perform Point of Care (POC) testing where needed and complete training/competency evaluations per SOP.
Act as a mentor and resource for new employees, assisting with their transition and familiarity with procedures.
Assist with periodic inventory counts.
Assist with the preparation of schedules for the assigned workgroup or PSCs.
Communicate professionally with clients to resolve or refer and document problems, reporting critical issues.
Ensure staff follows all safety precautions.
Assist supervisors with SOP implementation and distribution of technical information.
Ensure facilities are neat, clean, and in good repair, advising supervisors of required maintenance.
Act as a coach, mentor, instructor, and resource advisor for new employees, serving as a point of contact and providing input to the supervisor.
Provide effective onboarding services to new clients.
Partner with the Supervisor to assist the transition process for setting up new offices.
Step in for a PSR III and lead one or more PSRs on site.
Support Patient Inquiries from the website, Office of Chairman and Managed Care, as needed.
Support the Problem Resolution Line and could be called to the field regarding a patient recollection.
Provide input on the performance evaluations of the PSRs.

Requirements

Seven years phlebotomy experience required, inclusive of pediatric, geriatric, and capillary collections.
Keyboard/data entry experience.
Flexible and available based on staffing needs, including weekends, holidays, on-call, and overtime.
Must have reliable transportation, valid driver license, and clean driving record, if applicable.
Travel and flexible hours required to work multiple locations and cover Patient Service Center/Mobile/Long-Term Care/In-Office Phlebotomy locations with minimal notice.
Medical assistant or paramedic training preferred.
Minimum 5 years in a Patient Service Center (PSC) / In-Office (IOP) environment preferred.
Customer service in a retail or service environment preferred.
Lift light to moderately heavy objects (1-40 pounds).
Must be able to sit or stand for long periods of time; requires long hours of eye and hand coordination.
Must be able to perform repetitive tasks with dominant hand frequently to constantly throughout the day.
Position requires travel.
Extensive use of phone and PC.
Fine dexterity with hands/steadiness.
Talking.
Walking.
Balancing.
Bending/kneeling.
Pushing/pulling.
Reaching/twisting.
Committed to all Quest Diagnostics Policies & Procedures including Company dress code, Employee Health & Safety, and Quest Diagnostics Everyday Excellence Guiding Principles.
Ability to effectively communicate in English.

Skills

Ability to provide quality, error-free work in a fast-paced environment.
Ability to work independently with minimal on-site supervision.
Excellent phlebotomy skills to include pediatric and geriatric.
Must demonstrate Superior Customer Focus.
Ability to communicate openly and transparently with peers, supervisors and patients.
Ability to accelerate and embrace change throughout Quest.
Knowledge of our business.
Capable of handling multiple priorities in a high-volume setting.
Must be able to make decisions based on established procedures and exercise good judgment.

Location

Austin, TX

Work Type

Full-time
Onsite

Experience Level

7+ years phlebotomy experience
5+ years in PSC/IOP environment preferred

Education Level

High School Diploma or Equivalent
Phlebotomy certification (preferred in certain states)

Salary/Compensations

$28.30+ per hour

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities

About the Company

Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.