Client Solutions Specialist

Primary City/State:

Phoenix, Arizona

Department Name:

Work Shift:

Day

Job Category:

Phlebotomy

Looking for Your Next Challenge? Internal Opportunity Available!

We’re seeking an experienced team member to support IOP onboarding, client training, quality initiatives, and statewide outreach events.

Ideal candidates have:

• Strong phlebotomy experience
• Excellent customer service skills
• Experience training or mentoring others
• Flexibility to travel throughout Arizona
• A passion for delivering exceptional service

If you’re ready to grow professionally while making a meaningful impact for our clients and patients, apply today!

POSITION SUMMARY
This position sets up customers for immediate success by facilitating the implementation process for new accounts by providing consistent and high-quality onboarding services to new and complex clients who have been approved for placement of an in-office phlebotomist (IOP). Responsible for educating customers, help solve technical problems and ensure smooth adoption of our products and services. This position will support SQL events and provide on-site lab services and health screenings for employer groups, Mobile Patient Service Centers, Professional Sports Teams, and Health Events throughout the state.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

CORE FUNCTIONS
1. Provides effective onboarding services and on-site or virtual training for new or current clients and IOP phlebotomists to ensure all are trained on department/office protocols, procedures and client office policies in addition to test ordering processes, specimen integrity, handling and processing. Responsible for training, coaching, and providing feedback on competency to leadership. Coaches, mentors and acts as the resource person for new employees transitioning into the IOP work environment to increase employee engagement, safety, quality and production to drive exceptional Patient Satisfaction scores.

2.  Clarify with clients to confirm handwritten orders, verify test(s) ordered, obtain accurate billing information, i.e., diagnosis codes, UPIN information, etc. Research test/client information utilizing LIS or online directory. Perform electronic data entry utilizing multiple EMR systems. Investigates and documents research and findings related to technical or service issues and complaints; communicates root cause and initiates service recovery as needed.

3.  Investigates and researches TIQ and TNP reports, then educates client with resolution while keeping lines of communication open with all appropriate parties. Resolves any TIQ or TNP issues and provides feedback to the client. Generates and analyzes reports to identify and correct quality concerns through training opportunities. Identifies area of improvement, escalates those issues to Supervisor as necessary and collaborates with Quality to resolves service issues using Six Sigma and Lean workflow principles.

4.  Coordinates, leads and supports employer focused and outreach events by overseeing client experience from conception through post-event, leading on-site preparations, production, and event breakdown and providing consistent, high-level service throughout all phases of event execution. Serves as a liaison for staff, clients, vendors, and others to establish needs for events and takes responsibility for presentation of work area, ensuring a professional, clean environment, with emphasis on safety and a positive patient experience.

5.  Collects and process specimens according to established procedures.  This includes, but not limited to drug screens, biometric screening, and insurance exams. 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.

6.  Establishes the setup of IOP accounts on short notice and cover until permanent IOP is placed. Ensures client set-up is completed prior to go-live (i.e., supplies, connectivity, workstation, etc.) and review processes and workflows of each unique client office and be able to adapt based on client needs.  Ensures lab area is neat, clean and all equipment is in good repair, takes appropriate action to advise leadership of required repairs and maintenance while covering newly open facilities. Takes initiative to resolve issues or escalates to appropriate leadership for resolution. 

SUPERVISORY RESPONSIBILITIES

DIRECTLY REPORTING

None

MATRIX OR INDIRECT REPORTING
None

TYPE OF SUPERVISORY RESPONSIBILITIES
N/A

SCOPE AND COMPLEXITY
Position has departmental responsibility, works under supervision using judgment to achieve goals, oversight of specimen collection, processing, and referral testing. Collaborate with department manager/supervisor with managing company and department actions. Internal customers are other staff, directors, supervisors, managers, department employees and executives. External customers are patients, visitors, vendors, physicians, pathologists, medical directors, nurses, medical assistants, office staff, other company facilities, and non-company medical facilities. Has freedom to determine how best to accomplish functions within established procedure. Confers with a supervisor or manager for unusual situations.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

Able to stand, walk, bend, squat, reach, and stretch frequently. Possess physical agility and adequate reaction time to respond quickly and appropriately to unexpected patient care needs. Needs adequate hearing and visual acuity, including adequate color vision. Requires fine motor skills, adequate eye-hand coordination, and ability to grasp and handle objects.  Able to use proper body mechanics to assist patients in ambulating, transferring in and out of bed, chair, or wheelchair. May be required to lift up to 75 pounds.  Must use standard precautions due to threat of exposure to blood and bodily fluids. Ability to communicate effectively through reading, writing, and speaking in person or on the telephone. Requires significant use of personal computer, phone, and general office equipment. Travel to client offices, working an outdoor venue with potential exposure to summer heat, and or other natural elements. Requires off-site travel.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrates good organization, communication, and interpersonal skills.

• Able to manage concerns of patients, employees, and clients in a professional manner.

• Ability to work independently with minimal on-site supervision.

• Excellent data entry and computer knowledge

• Capable of handling multiple priorities in a high-volume setting

• Excellent phlebotomy skills including pediatric and geriatric venipuncture, and capillary collections.

• Demonstrated familiarity and compliance with all protocols, practices, and procedures of the Patient Services Division.

• Must be able to work cross-functionally with the Sales, and other departments across the organization.

• Must be able to make executive decisions on their own to ensure the best outcome for the company and our clients/patients.

• Must be proficient with and be able to train phlebotomists on the use of multiple client EMR platforms, Physician Owned Labs LIS's.

MINIMUM QUALIFICATIONS

• Minimum age requirement of 18.

• High School diploma or equivalent may be required dependent on state regulatory requirements.

• Requires DHS Fingerprinting Certification or the ability to obtain fingerprint certification.

• Three (3) years of experience with a strong knowledge and understanding in a clinical laboratory area within test management/phlebotomy.

• Dependent on department/location, candidate must possess a valid state driver's license in the state of employment and be eligible for coverage under the company auto insurance policy.

• Travel and flexible hours required to work multiple locations with minimal notice, for extended periods of time including overnight travel.

• Must be flexible and available based on staffing requirements which may require weekends, evenings, early mornings, holidays, overtime and on-call.

PREFERRED QUALIFICATIONS

• National Phlebotomy Certification

• Phlebotomy - 5 years inclusive of pediatric and geriatric venipuncture, and capillary collections

• 3 years of exceptional customer service experience.

• Medical training: medical assistant or paramedic training.

• Bilingual (Spanish/English).

• Previous leadership experience or participation in leadership training programs.

• Understanding of the general economics of business.

• Additional related education and/or experience.  

DATE APPROVED   02/02/2025
 

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