Internal Operations Coordinator, Stat Tracking focus - (Remote) Tues-Sat 5am to 130pm EST

The responsibilities, tasks, and duties of the jobholder might differ from those outlined in this job description and other duties may be assigned as part of the job. 

• Monitor real-time operations including call queues, agent availability, stat tracking systems, and specimen testing workflows to ensure efficiency and identify issues.
• Acts as the primary liaison between clients, the in-house laboratory, and reference labs to ensure timely specimen processing, resulting, and problem resolution. This includes follow-up calls, correcting demographics, and re-faxing results.
• Identify and submit patient demographics and lab order details into the stat tracking systems.

• Research missing specimens, submit redraws, relay critical values, and handle client account issues and calls.
• Document, investigate, and escalate unresolved problems, technical errors, or client complaints to the appropriate Dispatch, Field, Lab, QA, or Area Management teams.

• Uses IP phone, email, and Teams to communicate effectively with clients, reference labs, phlebotomists, dispatch, leadership, and all internal departments.
• Works cooperatively across teams, soliciting help during high call volume and assisting other departments with result requests or data tasks.

• Assists supervisors by conducting monitoring and coaching sessions, providing constructive feedback, and offering support during absences or for daily tasks.
• Supports team performance by maintaining discipline, order, and a positive work environment, and by stepping in to help during staffing shortages.
• Leads by example with high integrity, initiative, and a positive attitude. Adapts quickly to change and pursues self-improvement.

• Compile detailed shift reports and documentation of issues.
• Oversee the Stat Tracking inbox and sends attendance notifications to leadership.
• Publish weekly operations schedule.
• Performs other duties as assigned.