Phleb/Customer Service Representative

Phleb/Customer Service Representative - Overland Park, KS, Monday to Friday, 8:00 AM to 5:00 PM

Performs all the duties of a PSR I, PSRII and Floater

Pay range: $18.27+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• 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
• and so much more!

• Performs all the duties of a PSR I, PSRII and Floater
• Handles more complex draws and related issues
• Oversee a wide variety of activities in assigned PSC(s)/IOP(s). This may include activities such as basic troubleshooting, metric/data gathering and submission, and maintaining a clean, safe work environment.
• Maintain a high level of Quality and Productivity. Assist in assuring all wait time goals and patient satisfaction goals are met.
• Support rollout of company initiatives/new SOPs/procedures/computer updates as needed.
• Direct point of contact for the phlebotomy staff working at the PSCs/IOPs. Establish yourself as the individual that others seek for counsel/knowledge.
• Serve as on-site training support/mentor. Review trackers with employees and offer suggestions to them for avoiding them in the future.
• Serve as a "buddy" for new employees.
• Oversee the ordering and monitoring of supplies. Initial point of contact for resolving customer service issues at PSC/IOP. Triage issues for resolution or escalation, as appropriate.
• Assist supervisors in monitoring overtime and staff work schedules at the PSC/IOP and offer suggestions/ideas for improvement if needed.
• Assist supervisors in identifying problems, determining their causes and implementing solutions.
• Assist in ensuring work environment is cooperative and professional. Role model for demonstrating professional behavior and treating all patients with care and compassion at all times. Assist in mentoring other PSC staff to exhibit Ambassador qualities.
• Project a personal commitment to Quest Diagnostics company goals.
• Participate on committees.
• Provide coverage at other sites (PSCs/IOPs) on an occasional basis.
• Assist supervisors in assuring that all personnel are consistently demonstrating the Patient Care Gold Standards.

Required Work Experience:

• Phlebotomy -3 years inclusive of pediatric and geriatric venipuncture, capillary collections.
• Minimum 2 years as Phlebotomy Service Representative in Patient Service Center environment.
• Keyboard/data entry application.
• Customer service in a service environment.

Preferred Work Experience:

• Medical training helpful - medical assistant, paramedic. Medical terminology helpful

Physical and Mental Requirements:

• Must have reliable transportation, valid driver license and driving record that meets Quest Diagnostics driver safety guidelines, if applicable.
• Ability to sit or stand for long periods of time

Knowledge:

• Demonstrated familiarity and compliance with all protocols, practices and procedures of Branch Operations Department.
• The position requires the ability to effectively communicate in English.

Skills:

• Demonstrates good organization, communication, and interpersonal skills; is able to manage concerns of patients and employees in a professional manner.
• Capable of handling multiple priorities in a high volume setting.
• Excellent keyboard/data entry skills preferred.
• Must be able to make decisions based on established procedures and exercise good judgment. Seek supervisor guidance when appropriate.