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Day to day leadership is provided to the clinical laboratory specimen procurement and client services team in support of the hospitals desire to achieve a high level of customer satisfaction. Provides support to the client services team including the performance of staff duties to cover vacancies in the schedule as needed. Responsible to maintain a staff schedule to provide coverage in all areas of responsibility to meet patient care needs. Assists with the planning, development, and monitoring of quality assurance initiatives to support patient care and safety.

Responsibilities:

+ Maintains a schedule to provide coverage to meet patient care needs.

+ Procures appropriate specimens by venipuncture, heelstick and fingerstick following established procedures including proper patient identification procedures. May collect samples other than blood, as required. Specimen collection may be performed at off-site locations, as required.

+ Performs all responsibilities according to the philosophy of the UPMC Health System such that the needs of our customers are fulfilled.

+ Trains and orients new employees and students.

+ Performs staff performance evaluations and administers corrective action, as required.

+ Responsible for maintaining and updating specimen procurement policies and procedures.

+ Demonstrates dependability, reliability, and independent judgment recognizing priorities to accommodate department needs and acceptance of appropriate authority.

+ Promotes patient safety.

+ Interacts with all laboratory customers courteously and professionally; responds to telephone inquiries in a timely manner.

+ Develops quality initiatives to improve process and provide customer satisfaction. Assists in determining level of customer satisfaction through various metrics.

+ Accurately registers patient demographic information and laboratory test orders into the information system(s), while ascertaining adequacy of patient information.

+ Informs technical staff, supervisory personnel and/or pathologists of any unusual or problematic incidents.

+ Instruct patients on the collection procedures for laboratory specimens that are obtained by the patient.

+ Adheres to established laboratory and hospital policies in areas of procedures, methods, quality control, quality assurance, safety, compliance and personnel policies.

+ High school diploma or equivalent.

+ Associate degree in laboratory sciences preferred.

+ Three years phlebotomy experience required.

+ Hospital phlebotomy experience preferred.

+ Medical terminology experience required.

+ Prior experience in roles emphasizing a customer service focus required.

+ Supervisory experience preferred.

+ Communication skills: Must possess good oral and written skills, must be able to communicate effectively with all age groups and populations of internal and external customers as well as co-workers both on the telephone and directly.

+ Computer/Typing skills: Knowledge of LIS computer information systems as related to specimen procurement processes and registration preferred. Proficiency with Microsoft Office applications preferred.

+ Must become skilled in the use of LIS. **Licensure, Certifications, and Clearances:** Phlebotomy Technician (PBT(ASCP)) or MLT(ASCP) with significant phlebotomy experience or equivalent preferred.

+ Act 31 Child Abuse Reporting

+ Act 33

+ Act 34

+ Act 73 FBI Clearance

UPMC is an Equal Opportunity Employer/Disability/Veteran