Problem Resolution Specimen Technician
Quest Diagnostics
Summary
This position actively works to identify and solve issues in regards to processing and testing laboratory specimens and has complete proficiency in all Specimen Tech III job duties. Problem Resolution Techs collaborate with Specimen Processing, Referral Testing, and Technical departments to research and resolve issues in order to expedite specimen testing and result reporting.
Job description
Responsibilities
- Primary point-of-contact for resolution of common specimen problems and communication with internal departments to avoid testing delays and/or service failures
- May be responsible for calling clients to obtain resolution of problems
- Demonstrates competency of job duties and SOP's related to Specimen Processing problem resolution
- Demonstrates ability to interpret specimen tracking data utilizing all available resources (e.g. specimen logs, laboratory information systems, front-end automation, instrumentation, etc.)
- Demonstrates an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP's, reflex tests and custom panels
- Supports and/or provides priority handling of samples with limited stability and problems impacting client and patient care
- Demonstrates ability to correctly and efficiently retrieve specimens from storage, investigate sample adequacy, research test ordering information, specimen requirements and stability
- Responsible for correctly entering TIQs/TNPs
- Responsible for correctly processing, documenting, and reviewing mislabeled and unlabeled specimens
- Identifies and escalates trending problems to department management as appropriate
- Working knowledge of MS Office
- Perform all other job duties as assigned
Qualifications
Required Work Experience: Internal candidates will need a minimum of one year in Specimen Tech III/related role.
Preferred Work Experience: Minimum of 3 years Lab experience preferably in a production environment. Laboratory experience with strong Specimen Processing background preferred. Medical background preferred which includes medical terminology applicable to a clinical laboratory.
Physical and Mental Requirements
- Must meet productivity and quality standards of the department
- Must be able to handle multiple tasks and work in a fast-paced environment
- Works in a biohazard environment, practicing good safety habits
- Able to sit or stand for long periods
Skills
- Must have strong written and verbal communication skills
- Communicates effectively with all levels of internal and external staff
- Ability to professionally handle stressful situations, sensitive and confidential information with integrity, and demonstrate a potential for strong independent problem-solving skills
- Adheres to Quest Diagnostics core values, safety, and compliance policies and procedures
- Fosters a team-oriented work environment
- Knowledge of medical and laboratory terminology preferred
- Ensures that all Quest Diagnostics Incorporated and Specimen Processing policies and procedures are adhered to
- PC skills including the ability to run reports & use to manage workflow; real-time thru-put
Education
- High School Diploma or Equivalent (Required)
Requirements
- High School Diploma or Equivalent (Required)
- Internal candidates will need a minimum of one year in Specimen Tech III/related role
- Minimum of 3 years Lab experience preferably in a production environment
- Laboratory experience with strong Specimen Processing background preferred
- Medical background preferred which includes medical terminology applicable to a clinical laboratory
- Must meet productivity and quality standards of the department
- Must be able to handle multiple tasks and work in a fast-paced environment
- Works in a biohazard environment, practicing good safety habits
- Able to sit or stand for long periods
- Must have strong written and verbal communication skills
- Communicates effectively with all levels of internal and external staff
- Ability to professionally handle stressful situations, sensitive and confidential information with integrity, and demonstrate a potential for strong independent problem-solving skills
- Adheres to Quest Diagnostics core values, safety, and compliance policies and procedures
- Fosters a team-oriented work environment
- Knowledge of medical and laboratory terminology preferred
- Ensures that all Quest Diagnostics Incorporated and Specimen Processing policies and procedures are adhered to
- PC skills including the ability to run reports & use to manage workflow; real-time thru-put
Benefits
- Medical, Dental & Vision
- Well-being programs
- Health assessment program
- Mental health program
- Vacation & Flex Time
- Paid holidays
- Financial coaching
- 401(k) matching
- Roth IRA
- Employee stock purchase plan
- Life insurance
- Disability insurance
- Flexible spending accounts
- Annual incentive plans
- Matching gifts program
- Education assistance
- Career advancement opportunities
Company overview
Quest Diagnostics is a leading provider of diagnostic information services, operating one of the largest clinical laboratory networks in the United States. Founded in 1967 and headquartered in Secaucus, New Jersey, the company offers a comprehensive range of diagnostic testing services including routine blood tests, genetic testing, molecular diagnostics, and anatomic pathology. Quest serves approximately one-third of American adults and physicians annually through its network of approximately 2,250 patient service centers and extensive outreach operations. The company processes over 500,000 test requests daily, providing critical data that helps healthcare providers make informed decisions about patient care. Quest Diagnostics has been at the forefront of diagnostic innovation, developing advanced testing capabilities for cancer, cardiovascular disease, infectious diseases, and neurological disorders. The company plays a vital role in public health through its participation in disease surveillance and population health management initiatives.