Completes research, pricing and authorization and data entry for tests ordered by MAPMG providers and outside vendors. Comprehensive lab support for KP MAS Lab, KPMAPMG, and external providers. Coordinates scheduling of staff using good judgment, critical thinking and consultation/collaboration to most effectively align resources with needs. Utilizing excellent customer service skills, responds to all phone inquiries regarding lab specimens. Performs a variety of duties to support the receipt, processing, delivery and distribution of lab specimens, lab results and reports. Performs all duties in compliance with Kaiser Permanente's Code of Conduct, Principles of Responsibility, policies and procedures as well as federal, state and local laws and regulations, accreditation and licensure requirements. Performs all responsibilities and duties under the technical guidance of the Laboratory Supervisor/Manager or designee.

• Provides pricing and CPT codes for external lab testing. Performs extensive research for send out testing.
• Determines appropriate basic generic testing requirements when scheduling and work with providers to ensure correct testing is performed. 
• Determines when a referral is needed for testing and submit to the Referral Department. 
• Understands when to escalate a lab request to the Pathologist. 
• Provides pricing and CPT codes to Financial Counseling to determine member financial responsibility.
• Manages and places orders form external providers in the LIS.
• Maintains and completes all required documentation for reports, requests, and results. 
• Contacts members regarding lab orders, communicates any special requirements/collection instructions and schedules lab appointments.
• Coordinates scheduling and temporary replacement when needed using good judgment, critical thinking, and consultation/collaboration to most effectively align resources with needs.
• Available to take staffing calls as assigned. 
• Proactively manages staff availability, maximizing the employee's hours at KP up to allowable limits. 
• Participates in the onboarding of PRN, Part time and Regular staff, and other lab staff as needed.
• Utilizes designated database for staffing templates and supporting documents.
• Evaluates replacement staffing patterns and makes recommendations to improve customer service and overall productivity. 
• Performs daily/weekly/monthly confirmation of staff schedules to employees or distribute to facility labs, staff, leads, and supervisor/manager.
• Answers and assists with all lab phone inquiries not limited to lab orders, results, problem resolution and referred testing.
• Schedules lab appointments for members.
• Demonstrates knowledge of specimen collection processes and specimen requirements.
• Assess specimen integrity and prepares packages and arranges for transport of specimens as required. 
• Educates and provides support to all lab staff, providers and clinical staff for ordering tests including those not in LIS. 
• Quest recalls.
• Understand when to escalate a lab request to the Pathologist.
• Performs extensive research for send out testing.
• Manages tracking for send out testing.
•  Determines appropriate basic genetic testing requirements when scheduling and work with providers to ensure correct testing is performed.
• Assures timely transmission of reportable disease reports.
• Monitors for any deviations and reports such to the lab manager.
• Monitors pending lists for internal and external clients to ensure that turnaround time for testing meets expectations.
• Performs other duties as assigned to include support for phlebotomy or testing when needed.
• Demonstrates service behaviors and principles defined by KP Service Quality Credo, the KP Mission as well as specific departmental/organization initiatives.
• Demonstrates the knowledge, skills abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members and to contracted providers and vendors.