About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

This is a full time position: Monday - Friday, 9am - 5:30 pm with 1 Sunday shift/month

Position Summary:   

As a Lab Support Specialist II, you play a pivotal role in ensuring the smooth operation of laboratory processes and delivering exceptional customer service. Reporting directly to your supervisor or manager, you are responsible for upholding the highest standards of quality and accuracy in all tasks assigned to you. To assist in the performance of laboratory duties, which include but are not limited to specimen processing, specimen problem solving, adding testing to specimens, answering and triaging all incoming calls, and executing or analyze tests in numerous areas.  Research and resolve any production errors or problems while escalating when necessary. 

Essential Job functions:

Duties may include, but are not necessarily limited to, the following:

• Any and all tasks delegated by management.
• Ability to handle all specimen types.
• Establish positive patient identifications.
• Identify and resolve problem specimens.
• Demonstrates strong interpersonal skills that foster a positive environment.
• Display the ability to learn and understand specimen types related to test(s) ordered by our providers and sites.
• Serve as the primary point of contact for clients, including doctors, nurses, and medical assistants, addressing inquiries, resolving issues, and providing exceptional customer service.
• Always demonstrate good judgment when determining what action to take when processing
• samples. Always seek supervisory or manager assistance, if needed.
• Understand strict quality regulations related to test ordering and how it relates to patient care.
• Adheres to safety and quality policies and procedures.
• Report malfunctioning workstations to management.
• Escalate any or all problems or questions to a group lead and/or Supervisor if needed.
• Manage incoming calls and emails, promptly responding to client requests and ensuring accurate and timely communication.
• Communicate effectively with colleagues, supervisors, and clients, fostering a collaborative and supportive work environment.
• Demonstrate attention to detail, critical thinking, and problem-solving skills in all aspects of job performance.
• Facilitate the ordering process for tests and specimens, including coordinating with healthcare providers and accurately documenting orders in the Laboratory Information System (LIS).
• Provide support and guidance to clients regarding specimen collection procedures, test requirements, and result interpretation.
• Uphold ethical standards and confidentiality requirements in all interactions and activities, maintaining trust and integrity in the workplace.
• Collaborate with laboratory technologists and technicians to ensure seamless workflow and timely delivery of results to clients.
• Investigate and resolve client complaints or concerns, escalating issues to appropriate personnel when necessary.
• Conduct follow-up communication with providers to ensure satisfaction and address any outstanding issues.
• Adh