Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary: Responsible for troubleshooting and solving issues for the laboratory. The Exception Handling Department is responsible for problem solving issues such as sample integrity, volume, test clarification, patient name discrepancies and/or questionable results. This position serves as a resource for specimen and testing information to both clients and/or CPL remote locations. This position also serves as a resource for specimen handling information and as a problem solver for resolution of specimen handling issues for the SW Division and all divisions of Sonic Healthcare USA (SHUSA). The Exception Handling Specialist I adheres to departmental policies and procedures to include department programs, quality improvement and safety and must project a professional image through telephone communication to clients and/or CPL remote locations and SHUSA divisions.

Principal Responsibilities:

• Utilizes technical skills and abilities to effectively direct the handling and processing of specimens.
  • Follows laboratory procedures in resolving problems.
  • Correctly identifies the problem and resolves the issue internally if possible.
  • Resolves the issue by using resources in other departments within CPL.
  • Must be familiar with the appropriate protocol for ordering, crediting, noting out and canceling tests in the Laboratory Information System (LIS).
  • Provides a link between the technical sections of CPL and customer service and/or CPL remote locations.
  • Must be familiar with current work lists and how to track all ordered tests analyzed.
  • Must be familiar with test requesting, labeling, specimen storage and retrieval, how to track all specimens received for testing.
  • Provides specimen requirements, reference ranges and information on specimen stability.
  • Document all communication for appropriate follow-up.
  • Receives and initiates communication from/to customer service/CPL remote locations to discuss resolution of problems.
  • Follows all compliance policies.
  • Determines specimen acceptability, consulting technical staff and/or pathologists as needed.

• Utilizes job knowledge, judgment, and problem solving skills to ensure quality
  • Follows laboratory procedures for specimen processing.
  • Understands and follows all safety, infection control and OSHA Blood Borne Pathogen guidelines.
  • Correctly identifies proper tubes, containers, transport media and storage temperature for each test type.
  • Determines specimen acceptability, consulting specimen requirements in the Laboratory Information System.
  • Utilizes appropriate resources to answer inquiries for basic customer related issues.
  • Communicates effectively with both internal and external clients to notify them of specimen handling issues.

• Effectively utilizes departmental resources
  • Demonstrates efficiency by performing procedures rapidly and determining priority. Strives to advise and assist staff to achieve high levels of productivity.

• Utilizes unstructured time constructively.

• Utilizes personal and professional skills to promote client relations.
  • Communicates with laboratory staff and its clients to ensure quality patient care.
  • Maintains and supports a service oriented relationship with its customers.
  • Respects and maintains the confidentiality of information relative to clients and patients.
  • Responsible for the maintaining a positive work environment.

• Enthusiastically performs miscellaneous duties with completion in a designated time frame.

Scope: Promotes quality client/patient relations and creates supportive climate by serving as a role model. Respect and maintains the confidentiality of information relative to the laboratory. Adheres to laboratory policies and regulations. Works with minimal direction, consults with technologists, supervisors and/or pathologists as needed. Operates general laboratory equipment, "including but not limited to: telephones, computers, centrifuges and front end automation equipment". Effectively communicates via written, verbal, face-to-face, telephone and computer methods.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Education: High School Diploma or equivalent

Experience: Preferred - two years of experience in a medical laboratory.

Skills: Ability to communicate effectively at all levels within the organization and with organization's customers. Ability to read and write in English. Ability to work without close supervision. Ability to interact with the organization's customers in a professional, cordial manner.

Reporting Relationship: Reports to the Exception Handling Supervisor.

Physical Demands: Requires light to medium lifting and carrying objects weighing up to 50 pounds. Requires manipulation of tools, objects and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with both hands, pinching with thumb and forefinger, twisting with hand and wrist, climbing under, lifting up, lifting down and reaching under. Routinely requires visual discrimination of color, size, shape, and motility.

Environmental Demands: Works in temperature controlled environment. May come into contact with contagious pathogens and hazardous chemicals. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.