Patient Service Team Lead

Job Summary

The Patient Service Representative Team Lead (PSR TL) represents the face of our company to patients who come to Mako Medical, both as part of their health routine or for insights into life-defining health decisions. The PSR TL 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 TL must ensure that daily work of Patient Services Representatives is completed accurately and on time. The PSR TL is also responsible in providing the Supervisor or with Patient, Client, Field, Compliance, Training, Metrics and Administrative support as needed in the Patient Service Territory. The PSR TL must function as a backup to the Patient Services Supervisor and carry out duties and responsibilities in his/her absence or as applicable.

Job Accountabilities (Responsibilities) 

Job Summary

The Patient Service Representative Team Lead (PSR TL) represents the face of our company to patients who come to Mako Medical, both as part of their health routine or for insights into life-defining health decisions. The PSR TL 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 TL must ensure that daily work of Patient Services Representatives is completed accurately and on time. The PSR TL is also responsible in providing the Supervisor or with Patient, Client, Field, Compliance, Training, Metrics and Administrative support as needed in the Patient Service Territory. The PSR TL must function as a backup to the Patient Services Supervisor and carry out duties and responsibilities in his/her absence or as applicable.

Job Accountabilities (Responsibilities)

·        Collect specimens according to established procedures. This includes, but not limited to: drug screens, blood samples, processing pathology and cytology samples.

·         Administer oral solutions according to established training.

·         Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.

·         Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders.

·         Enter billing information and collect payments when required, including the safeguarding of assets and credit card information.

·         Data entry and processing specimens including: labeling, centrifuging, splitting, and freezing specimens as required by test order.

·         Perform departmental-related clerical duties when assigned such as data entry, inventory, stock supplies, and answer phones when needed.

·         Read, understand and comply with departmental policies, protocols and procedures: (i.e. Procedure Manuals, Safety Manual, Compliance Manual, Automobile Policies and Procedures, Employee Handbook, Quality Assurance Manual); and ensure that all staff members follow instructions.

·         Perform verification of patient demographic info / initials including patient signature post-venipuncture to verify tubes were labeled in their presence and that the name on the label is correct.

·         Assist with compilation and submission of monthly statistics and data.

·         Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs.

·         Complete training courses and keep up-to-date with the latest phlebotomy techniques.

·         Travel to Territory Manager meeting if held off-site or off normal shift.

·         Participate on special projects and teams.

·         Stay up-to-date on company communications and assist with the distribution of technical information to the work group.

·         With appropriate training, act as mentor and resource for new employees, assisting with transition into the work environment and the familiarity with established procedures.

·         Assist with periodic inventory counts.

·         Assist with the preparation of schedules for the assigned work group or PSRs.

·         Communicate professionally with team members to resolve or refer, and document problems, prepare problem documentation and report critical issues as they occur.

·         Ensure team members are following all safety precautions by wearing a clean, button lab coat, gloves and face shield when required.

·         Assist supervisors with the implementation of SOPs and the distribution of technical information and communication to the work group in accordance with Mako Medical guidelines.

·         Ensure facilities are neat, clean and in good repair, take appropriate action to advise Supervisor of required repairs and maintenance.

·         Will be required to act as a coach, mentor, instructor and resource advisor for new employees, as well as be the point of contact to staff on site and provide regular input to the supervisor.

·        Provide effective onboarding services to new clients.

·         Partner with Supervisor to assist the transition process setting up new offices for both PSCs and IOPs.

·         Must be able to step in for a Supervisor and lead one or more PSR on site.

·         Provide input on the performance evaluations of the PSRs.

Job Requirements

·         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.

·         Flexible and available based on staffing needs, which includes weekends, holidays, on-call and overtime.

·         Committed to all Mako Medical policies and procedures including company dress code

·         Must be able to make decisions based on established procedures and exercise good judgment.

·         Must have reliable transportation, valid driver license, and clean driving record, if applicable.

·         Travel and flexible hours required to work multiple locations and required to cover at Patient Service Center/Mobile/Long Term Care/In-Office Phlebotomy locations with minimal notice.

·         Capable of handling multiple priorities in a high volume setting.

·         Must demonstrate superior customer focus; ability to communicate openly and transparently with peers, supervisors and patients; ability to accelerate and embrace change; and knowledge of our business.

Physical Requirements

·         Lift light to moderately heavy objects. The normal performance of duties may require lifting and carrying objects. Objects in the weight range of 1 to 15 pounds are lifted and carried frequently; objects in the weight range of 16 to 25 pounds are lifted and carried occasionally and objects in the weight range of 26 to 40 pounds are seldom lifted and carried. Objects exceeding 41 pounds are not to be lifted or carried without assistance.

·         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.

[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. All duties and requirements are essential job functions.]

Required Education

·         High school diploma or equivalent.

·         Medical training: medical assistant or paramedic training preferred.

·         Phlebotomy certification preferred. Required in California, Nevada, and Washington.

Work Experience

·         Minimum seven years phlebotomy experience required, inclusive of pediatric, geriatric and capillary collections.

·         5 to 7 years in a PSC/IOP environment preferred.

·         Customer service in a retail or service environment preferred.

·         Keyboard/data entry experience.