Lab Dispatcher - Remote, 1pm-930pm MST Fri - Tues

About the position The Lab Dispatcher is responsible for operating and utilizing tools required to complete assigned duties, including general computer use, Nextel/Motorola/Blackberry operations and programming, and general office skills. This role involves controlling and overseeing the proper dispatch and completion of cases, ensuring pickups and processing adhere to all policies and procedures. The dispatcher will review, organize, and distribute cases using knowledge of coverage areas and available Phlebotomists, and conduct full tracking and follow-up of all assignments throughout the shift. They will prepare daily work assignments for Phlebotomists, maintain communication, and re-route as necessary. Collaboration with various departments such as Area/Regional Phlebotomy Management, Logging, Stat Tracking, Customer Service, Call Center, Redraw, and Courier services is essential for case completion. The Lab Dispatcher will accommodate special requests, honor high-priority orders, expedite urgent cases, and maintain a positive attitude to ensure excellent customer service. Detailed written documentation of issues, mild investigations, troubleshooting, and immediate handling of unexpected problems are required. The dispatcher must do whatever it takes to provide productive and efficient lab services. They will notify the Dispatch Manager of difficult issues immediately, pursue self-improvement, adapt to changes, and perform other duties as assigned, including assisting with attendance issues and maintaining a positive attitude during crises. The role also involves handling high-volume phone calls from facilities, phlebotomists, and in-house personnel.

Responsibilities

• Operate and utilize tools required to complete duties, including general computer use, Nextel/Motorola/Blackberry operations and programming, and general office skills.
• Control and oversee that cases are properly dispatched and completed, picked up and processed, according to all policies and procedures.
• Review, organize, and distribute all cases using common knowledge of coverage areas, properly utilizing the available on-duty scheduled Phlebotomists.
• Conduct full tracking skills and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis.
• Control full completion of all work assignments, providing assistance where needed.
• Complete preparation of multiple Phlebotomist’s daily work assignments (printout), and continue communication throughout the shift, tracking and possible re-routing, if necessary.
• Work cooperatively and fully communicate verbally with Area/ Regional Phlebotomy Management, Logging area, Stat Tracking, Customer Service, Call Center, Redraw department and Courier services, to ensure case completion, throughout entire shift.
• Accommodate various facility special requests, honor high priority facility laboratory orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to insure excellent customer service is being provided.
• Provide detailed written documentation of issues that occur throughout the shift.
• Conduct mild investigations of situations, or conduct trouble shooting, or oversee an immediate handling of an unexpected problem.
• Notify Dispatch Manager of any issues that are difficult to control, immediately.
• Identify and pursue self-improvement needs, adapt to changes when proposed.
• Perform other duties as assigned, help out when attendance issues arise within the office, maintaining positive attitude during crisis and engaging in daily teamwork with minimal encouragement.
• Handle high volume important phone calls, from our facilities, phlebotomists, in house calls requesting dispatch assistance, employees out-in-the-field allowing others to complete their tasks and handle their required duties, as well.

Requirements

• High School Diploma or equivalent.
• Ability to organize and control multiple tasks at one time, in a fast-paced, high-volume Laboratory Dispatch Office setting.
• Ability to handle large volumes of telephone assistance with various departments and connecting personnel.
• Ability to operate, program, and use a Nextel/ Blackberry to handle a large volume of the personnel out-in-the-field.
• Must be trustworthy and able to work well without total supervision.
• Knowledge of general area logistics, and ability to distinguish various locations throughout the Southern California Region.
• Ability to utilize various tracking tools that are available to control decisions with minimal confusion.
• Must be self-motivated, dependable and competent.
• Must pass a drug screen and criminal background check.

Nice-to-haves

• Dispatch experience.
• Some medical terminology helpful.

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