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Problem Resolution - SP Coord- San Juan Capistrano, CA req53499 at Quest Diagnostics

Problem Resolution - SP Coord- San Juan Capistrano, CA req53499

Quest Diagnostics San Juan Capistrano, CA Full-Time
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Problem Resolution - SP Coord- San Juan Capistrano, California

Tuesday to Saturday 12:00pm - 8:30pm

Basic Purpose:

The Problem Resolution Coordinator assists department management and is responsible for conducting audits of all Specimen Processing processes to ensure the department maintains high standards in quality and compliance. Audits that could be performed by the Advanced Problem Resolution Coordinator may include Department and individual compliance audits, error tracking, etc. 

The PR Coordinator also functions proactively in a problem resolution capacity and works to identify and solve issues in regards to processing and testing laboratory specimens.  Collaborates with various departments including, but not limited to Specimen Processing, Referral Testing, and Technical departments to research and resolve issues, expedite specimen testing and result reporting.

Duties and Responsibilities:

  • All duties included in the Problem Resolution Technician job description with the clear objective and focus of preventing reoccurring issues.

  • Maintains confidentiality at all times. Will have access to overall employee and department performance. May have knowledge of disciplinary actions up to, and including termination. May have knowledge related to departmental performance that could be detrimental if released to the wrong environment

  • Demonstrates a good understanding of job duties and SOP’s related to Specimen Processing in a production setting

  • Demonstrates and conveys an understanding of the compliance policies relating to test ordering, test reporting, add-on tests, TNP’s, reflex tests and custom panels

  • Conducts all regularly scheduled departmental audits and others as requested

  • Conducts audits comparing the requisition demographics and test information to the information that was entered into the laboratory information system during the data entry process

  • Identifies and documents any defects in the data entry process, using department defect definitions as a guide

  • Generates daily reports on quality to department supervisors

  • Maintains and reports department quality data to include compliance audits and Best Practice Team reports

  • Researches, responds, records and submits additional errors regarding department quality to the department supervisor or manager as needed

  • Provides appropriate feedback to supervisors and manager when problems arise

  • Demonstrates ability to interpret specimen flow/tracking data utilizing all available reports and resources (e.g. specimen logs, work lists, management reports, laboratory information systems, front-end automation, testing instrumentation, etc.)

  • Understanding of QC electronic  issues;  ability to collaborate with IT & Sales on interfaces & technical issues

  • Manages projects as assigned that drive quality metrics

  • Performs audit of EMR requisitions to include:  Pulls reports indicating failed EMRs and logs tickets for frequent offenders and follows up to ensure successful transmission of orders; Identifies discrepancies within EMR requisitions, such as test code or other data, logs ticket and follows up to ensure quality of received orders

  • Client interfacing role requiring strong communication, collaboration and problem solving skills

Supervision Exercised:

  • N/A


Education Preferred:

HS diploma or equivalent required

Work Experience:

  • Minimum of 3 years Lab experience preferably in production environment; internal candidates must have minimum of one year in PR Tech/Group Leader or related role

  • Medical background preferred which includes medical terminology applicable to a clinical  laboratory

  • Previous data/analytics experience

Physical and Mental Requirements:

  • Able to sit or stand for long periods

  • Works in a biohazard environment, practicing good safety habits

  • Handles multiple tasks and works in a production environment


  • Excellent communication skills required

  • Maintains composure while working under pressure

  • Reflects good judgment at all times when determining what action to take when resolving problems

  • Adheres to Quest Diagnostics core values, safety and compliance policies and procedures

  • Demonstrates strong interpersonal skills that foster a positive environment

  • Demonstrates flexibility and be able to change.

  • PC skills in Excel and Word applications with ability to extract and analyze data


Recommended skills

Complex Problem Solving
Product Quality Assurance
Interpersonal Skills
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Job ID: req53499

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