General Description: This position is responsible for supporting Life Extension’s blood laboratory services by providing exceptional customer service, preparing and processing blood test orders, reviewing and securely distributing results, and performing accurate, efficient phlebotomy techniques for routine testing. The role combines superior customer service, with various technical laboratory responsibilities ensuring compliance, safety, and quality standards. It is the goal of the Blood Lab Department to ensure that clients receive timely, reliable results, accurate information regarding lab test inquiries, and high quality customer service via all interactions with the department. |
Core Duties and Responsibilities: - Provide exceptional customer service via phone calls, written correspondence, and in-person interactions for both internal and external clients in alignment with Life Extension’s philosophy.
- Actively listen to our callers and utilize effective and insightful probing questions while simultaneously navigating internal systems to provide accurate and complete information and documentation.
- Maintain a minimum Customer Experience consistency score of >90% on all calls as part of the Quality Assurance program.
- Complete help desk tickets and email correspondence for customer and internal requests, including but not limited to, test cancellations, resending/reissuing requisitions and results, and general test information requests.
- Communicate with LabCorp and other partner laboratories to obtain specimen status updates, resolve discrepancies, process test add-ons, and other test requests.
- Maintain proficiency in multiple laboratory systems (LabCorp Link, Quest Quantum, PWNHealth, and internal Life Extension applications).
- Review, prepare, and distribute lab results in accordance with established protocols, via email, fax, and/or mail to clients and any authorized third-party recipients
- Prepare, package, and ship lab test orders and sample collection kits.
- Process returned kits and specimens for daily LabCorp pickup, following strict chain-of-custody protocols.
- Perform phlebotomy for routine blood work, maintaining a 92% or higher success rate, applying proper specimen centrifugation and processing steps to preserve sample integrity.
- Conduct regular QC checks and basic maintenance on all lab equipment (centrifuge, freezer, etc.).
- Support inventory management and coordinate with vendors to ensure timely replenishment of supplies.
- Stay current on laboratory and clinical knowledge through ongoing training and assessments.
- Follow all SOPs and safety protocols; maintain a clean and compliant work environment.
- Perform additional duties as needed to support lab operations.
Position Requirements: - Regular on-site attendance and schedule adherence are required.
- High school diploma or equivalent; Phlebotomy certification preferred.
- Strong computer skills are essential, including fluency in Microsoft Windows and Office 365-suite applications, strong multitasking, file management, and typing skills.
- Excellent verbal and written communication skills with ability to collaborate effectively in a team environment.
- Ability to provide basic, non-clinical interpretation of lab results and identify discrepancies.
- Knowledge of universal precautions, specimen handling, and safe disposal of biohazard/sharps materials.
- Flexibility to work overtime and adjust schedules during business peaks
- 6 months preferred phlebotomy experience.
- Experience working with elderly populations preferred.
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