Under the guidance and general supervision of the Assistant Director, the laboratory liaison develops and maintains relationships between the Medical Center Patient Care Areas (PCAs), Outpatient Clinics, and the Laboratories of Pathology. Promotes the image and services of the clinical laboratory at hospital-wide and inter-departmental functions, and serves as a technical resource to both the PCAs and the laboratory staff. Develops and maintains system for tracking complaints and resolutions, and identifies trends and viable solutions to existing and potential issues. Responsible for providing in-service, communication, and educational materials to clients, staff and interested parties.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Service and Relationship-Building

A. Acts as a liaison between the PCAs, hospital/clinics staff and the Clinical Laboratory.

B. Develops and maintains strong and enduring relationships with clients.

C. Conducts regular rounds of assigned PCAs on a daily to bi-weekly basis.

D. Resolves laboratory service issues in a timely and professional manner. Addresses disputes and failures to provide reasonable service in the most expeditious manner possible. Escalates issues to resolution to department heads and patient care services managers as necessary and appropriate.

E. Serves as a resource of information, including providing referrals to appropriate contacts, departments and reference materials.

F. Actively promotes and raises awareness of the Clinical Laboratory and its services by serving in hospital-wide functions. Participates in volunteer opportunities within the Medical Center, represents the Laboratory in inter- departmental proceedings, conducts tours of the Laboratory; functions as an ambassador of the Laboratories of Pathology.

2. Communication and Education

A. Maintains ongoing communication with key stakeholders.

B. Creates varied forms of communication and education materials with which to inform/update our clients, laboratory staff and interested parties. Provides in-services as requested or recommended. Gives presentations as requested or recommended.

C. Actively participates in inter-departmental and departmental meetings, collaboratives and relevant hospital functions.

Working together to build and sustain a culture of Excellence

D. Relays changes to processes, procedures, contacts and patient locations to both clients and laboratory staff in a timely and efficient manner.

E. Serves on appropriate hospital committees and councils.

3. Quality Monitoring

A. Develops and maintains communication and record-keeping system for tracking complaints and resolutions; collects qualitative and quantitative data in support of these efforts.

B. In conjunction with Quality Assurance and department stakeholders, maintains a log of problems/concerns with the purpose of identifying trends and finding solutions to chronic issues.

C. Ensures that quality services are delivered to the client for the duration of the client relationship.