Job Description

Under the guidance and general supervision of the Assistant Director, the laboratory liaison develops and maintains relationships between the Medical Center Patient Care Areas (PCAs), Outpatient Clinics, and the Laboratories of Pathology. Promotes the image and services of the clinical laboratory at hospital-wide and inter-departmental functions, and serves as a technical resource to both the PCAs and the laboratory staff. Develops and maintains system for tracking complaints and resolutions, and identifies trends and viable solutions to existing and potential issues. Responsible for providing in-service, communication, and educational materials to clients, staff and interested parties.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Service and Relationship-Building

A. Acts as a liaison between the PCAs, hospital/clinics staff and the Clinical Laboratory.

B. Develops and maintains strong and enduring relationships with clients.

C. Conducts regular rounds of assigned PCAs on a daily to bi-weekly basis.

D. Resolves laboratory service issues in a timely and professional manner. Addresses disputes and failures to provide reasonable service in the most expeditious manner possible. Escalates issues to resolution to department heads and patient care services managers as necessary and appropriate.

E. Serves as a resource of information, including providing referrals to appropriate contacts, departments and reference materials.

F. Actively promotes and raises awareness of the Clinical Laboratory and its services by serving in hospital-wide functions. Participates in volunteer opportunities within the Medical Center, represents the Laboratory in inter- departmental proceedings, conducts tours of the Laboratory; functions as an ambassador of the Laboratories of Pathology.

2. Communication and Education

A. Maintains ongoing communication with key stakeholders.

B. Creates varied forms of communication and education materials with which to inform/update our clients, laboratory staff and interested parties. Provides in-services as requested or recommended. Gives presentations as requested or recommended.

C. Actively participates in inter-departmental and departmental meetings, collaboratives and relevant hospital functions.

Working together to build and sustain a culture of Excellence

D. Relays changes to processes, procedures, contacts and patient locations to both clients and laboratory staff in a timely and efficient manner.

E. Serves on appropriate hospital committees and councils.

3. Quality Monitoring

A. Develops and maintains communication and record-keeping system for tracking complaints and resolutions; collects qualitative and quantitative data in support of these efforts.

B. In conjunction with Quality Assurance and department stakeholders, maintains a log of problems/concerns with the purpose of identifying trends and finding solutions to chronic issues.

C. Ensures that quality services are delivered to the client for the duration of the client relationship.

Qualifications

Education and Experience

• Bachelor’s degree in biology, chemistry, sociology, psychology or any relevant life or social science degree is required. Relevant years of healthcare experience may be a substituted for the Bachelor’s degree.
• Three to five years of healthcare-related service experience is required.

Knowledge, Skills and Abilities

• Highly-effective verbal skills in order to answer questions, locate appropriate hospital personnel, and explain lab policies and processes.
• Practices effective, active listening to hear and understand the needs of clients and staff.
• Resourceful, creative and efficient problem-solving skills with respect to proactively identifying and resolving existing and potential issues.
• Thoroughly and accurately investigates complaints and find solutions in a quick and efficient manner.
• Adept at time-management, multi-tasking and the expeditious follow-up of all inquiries, complaints and problems.
• Proven ability to establish robust and enduring relationships with clients and laboratory staff, in a courteous and respectful manner.
• Ability to work independently, with occasional guidance from the Assistant Director.
• Able to adapt to ever-changing client needs, and process requirements. Capability to identify trends and areas for improvement in services and processes.
• Strong writing skills with the ability to clearly convey written information.
• Knowledge of Microsoft Office programs including Word, Excel and PowerPoint, for written communications and educational materials. Working knowledge of PathNet for patient information retrieval preferred.

Patient Safety

• Ensures patient safety in the performance of job functions and through participation in hospital, department or unit patient safety initiatives.
• Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.
• Reports potential or adverse events to appropriate Laboratory Supervisor or Assistant Director.
• Develops effective working relationships and maintains good communication with laboratory staff.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation

• Pay Range: $28.899-$35.321
• Other Compensation (if applicable):
• Review the 2024-2025 UMMS Benefits Guide