Patient Service Center and Laboratory Customer Service Center Coordinator

Position Summary

Under the direction of the Administrative Director, Clinical Pathology the incumbent is responsible for all the activities and day to day operations of the Patient Service Center and Customer Service Center of the Department of Laboratories. This includes, but is not limited to, Budgeting, Regulatory Compliance and Billing, Staffing, Workflow Processes, Policies and Procedures, marketing of services to clients and all other day to day activities.

Ensures all staff in the Patient Service Center and Laboratory Customer Service Center adhere to the Hospital and Departmental Policies and Procedures as well to all relevant Regulatory statutes and standards (e.g., NYSDOH CLEP, CAP, JCAHO, CMS, etc.)  Maintains the Department of Laboratories accreditation for the Patient Service Center and Laboratory Customer Service Center with all relevant regulatory agencies (e.g., NYSDOH CLEP, CAP, JCAHO, CMS)

Oversight for Quality Assurance functions and problem resolution for the Patient Service Center and Laboratory Customer Service Center.

Duties of the Patient Service Center and Laboratory Customer Service Center Coordinator may include the following but are not limited to:

• Supervision of all day to day activities related to the proper functioning of the Patient Service Center and Customer Service Center to include, but not limited to, all components of the workflow processes, staffing levels/schedules, regulatory compliance, and, when appropriate, marketing  of services to clients. Assist with client` questions, problem resolution and result reporting.
• Ensures all staff in the Patient Service Center and Customer Service Center adhere to the Hospital and Departmental Policies and Procedures as well to all relevant Regulatory statutes and standards. (e.g. NYSDOH CLEP, CAP, JCAHO,CMS, etc.)  Maintains the Department of Laboratories accreditation for Patient Service Center and Customer Service Center with all relevant regulatory agencies (e.g. NYSDOH CLEP, CAP, JCAHO, CMS, etc.)
• Develops and monitors all budgets (PSR, S&E and Capital) for Patient Service Center and Customer Service Center. This includes preparation of the 5 year plan Capital Equipment requests for these departments.
• Oversight for Quality Assurance functions and problem resolution for Patient Service Center and Customer Service Center. Daily and monthly EOC rounds, including hand washing and patient identification process. Oversight and preparation of annual Performance Programs and Evaluations are performed and documented as per established Human Resources Policies and Procedures for Patient Service Center and Customer Service Center. Ensures staff training in all relevant procedures and protocols including competency assessments per established Policies and Procedures for the Patient Service Center and Customer Service Center. Responsible for Policy and Procedure development, implementation and maintenance for the Patient Service Center and Customer Service Center. All Policies and Procedures will comply with relevant hospital, departmental and regulatory standards.   
• Utilizes all relevant computer applications as required, provides all staff training and oversees competency assessments. Responsible for staff compliance with the University Hospital (e.g. Cerner Registration/Powerchart) and Laboratory Information System/Applications (Sunquest, CoPath) as well as other relevant computer applications for Patient Service Center and Customer Service Center services.
• Oversees maintenance of all patient records in compliance with Federal, State and CAP regulations, subpoena/lawsuit documentation per established policies and procedures. Maintain proper State, NYS DOH and CAP monitored information and procedures such as quality control data, environmental health and safety protocols with