To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Under the general supervision of the Lab Outreach Senior Manager of Laboratory Medicine, this position is responsible for a variety of functions to support the outreach endeavors of the department. This position will also serve as a backup customer service representative in the Laboratory Medicine Call Center as needed
EEO/AA/Disability/Veteran
1. Interacts with clients and coworkers in a professional manner at all times
2. Provides exceptional customer service to all Outreach clients
3. Interacts with coworkers in a polite, professional manner at all times
4. Troubleshoots client problems quickly and effectively and triages problems beyond scope to Outreach Manager or Marketing Coordinator as appropriate
5. Responsible for responding to client calls for assistance and effectively and quickly resolving all issues by collaborating with appropriate managers and medical directors to facilitate responses. Notifies manager of client issues and resolutions
6. Provides clerical and office support to Outreach Manager and Outreach Marketing Coordinator
7. Creates and maintains all outreach client files using sources provided by the Outreach Marketing Coordinator, creates potential client lists for the Marketing Coordinator
8. Under the supervision of the Outreach Manager or Marketing Coordinator, prints both monthly and ad hoc marketing reports
9. Orders and organizes any marketing materials or supplies needed for the outreach department
10. Responsible for creating and maintaining the files of employees included in the Outreach Manager's span of control
11. Responsible for assisting the outreach manager in coordinating the opening/closing/moving of draw station locations
12. Facilitates service recovery initiative for the customer service department
13. Performs general office duties as required by the Lab Medicine Outreach section
14. Provides general office support for Outreach Manger and Outreach Marketing Coordinator. Duties include all tasks necessary to insure the efficient operation of the Lab Medicine Outreach section
15. Answers phones in a pleasant and courteous manner. Screens and forwards calls to appropriate person and/or takes accurate and complete messages and/or responds to caller in an appropriate manner
16. Schedules meetings in a prompt and timely fashion with accuracy as to location, participants and date/time
17. Regularly maintains work area and office equipment in a neat and functioning order
18. Formats, drafts and types letters, forms, memos, reports, etc. as requested by the Outreach Manager or Marketing Coordinator in a timely fashion to meet established deadlines with a 95% rate of accuracy and deadline adherence
19. Responsible for maintaining an effective and efficient filing system. Consistently files and is able to retrieve materials in a timely manner
20. Responsible for putting together mailings to patients and providers
21. Creates check requests and POs to support the outreach department
22. Monitors trends in Hospital Outreach billing to notice changes in ordering patterns
23. Working in conjunction with the Lab Medicine Billing staff and YNHH Accounting Department, tracks and trends client volumes, total and net revenue, and brings variances in ordering patterns to the attention of the outreach manager
24. Under the supervision of the Outreach Manager and the Marketing Coordinator, updates and prepares the annual client contracts for delivery within established deadlines. Tracks return of contracts and sends appropriate reminders
25. Coordinates pricing proposals for outreach clients based on a tiered pricing system and submits for approval to the Director of Laboratory Services
26. Creates invoices and facilitates payment for special projects within Laboratory Medicine
27. Responsible for data collection and presentation under the direction of the outreach manager
28. Elicits feedback for the Patient Experience Forum. Collates all data and puts data into a monthly presentation for the outreach manager
29. Creates customer service dashboard utilizing reports from Cisco Agent and Phaseware
30. Tracks re-draw volume and creates a database to track re-draws per phlebotomist for use in trending
31. Monitors and Reviews monthly courier runs to ensure accuracy in billing and identify potential opportunities for cost savings. Monitors and tracks outreach STAT volume
32. Other data trending or problem resolution as directed by the outreach manager
33. Maintains weekly and monthly spreadsheets for draw station volume, monthly test volume, and draw station revenue
34. Performs staffing to volume analysis for specific outreach locations
35. Responsible for meeting all community provider needs for supplies or requisitions
36. Responsible for receiving physician office requests for supplies and requisitions, routing supply requests to Lab Medicine supply room staff, and arranging delivery of supplies and requisitions efficiently by appropriate courier
37. Responsible for printing customized requisition forms for client practices and arranging delivery within 24 hours of request receipt
38. Responsible for maintaining and updating physician and practice information in the custom requisition database
39. Responsible for coordinating the delivery of supplies as needed to clients within 3 business days
40. Responsible for tracking all supply deliveries to community physicians to ensure Laboratory Medicine is in compliance with all regulatory requirements
41. Responsible for updating supply ordering sheets and supply ordering information, including specimen collection and storage, to provide all outreach clients with accurate information to ensure optimal specimen collection
42. Is proficient in amending and generating custom test requisitions as needed with appropriate physician lists and test menu as per client request
43. Works closely with Laboratory IT to assist in coordinating the creation of custom panels per client request
