At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees. Ready to join our quest for better?

The Resource Coordinator, Support Services reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

Under the direction of the Manager, the coordinator has the authority and accountability for facilitating the delivery of quality service for a designated section (75% staff work 25% resource coordination.) Duties include the investigation and resolution of service problems between support services, nursing units, outpatient areas and clinical testing departments. Responsibilities include coordination of specimen processing and delivery and result distribution. Special knowledge of hospital and laboratory systems required.

Responsibilities:

• Performs all aspects of pre-analytic workflow appropriate for the specific support services laboratory section to ensure orders are entered correctly, specimens collected are appropriate for the test ordered and are correctly process/transported.

Customer Service

• Answers telephone and prioritizes requests
• Follows up on telephone requests as needed.
• Provides specimen collection instructions to customers when necessary.

Verifies order

• Verifies non-patient information (e.g., collection time) according to established protocol where needed.
• Handles unresolved orders, troubleshoots were needed.
• Verifies with physician and/or nurses prior to LIS order entry to resolve unclear, duplicate, or otherwise ambiguous orders.
• Enters orders
• Verifies specimens for add-on tests are available and acceptable and generates add-on test orders.

Registers patients in computer

• Registers patients on the computer according to established protocol, when necessary.
• Verifies patient demographics.
• Verifies data entry of specimen/orders into the computer.

Enters orders

• Collecting, receiving, and processing of specimens
• Verified specimens are correctly and completely labeled upon receipt.  Evaluates specimens for appropriateness and takes necessary corrective action. Appropriately documents unacceptable specimens.
• Prioritizes specimen processing based on established priorities.
• Aliquots specimens according to established protocols.
• Performs aspects of analytical testing appropriate for the specific laboratory section.

Maintains test system integrity:

• Performs preventative maintenance on instruments/equipment in a timely fashion according to defined schedule.
• Verifies reagents and supplies meet defined acceptability criteria upon receipt and prior to use; takes action to ensure unacceptable items are removed from use.
• Ensures that sufficient reagents and supplies necessary for test performance are available. Notifies senior staff when minimum inventory level is encountered.
• Performs and records all necessary quality control (QC) required for test system performance.
• Evaluates QC results and takes necessary corrective actions according to established protocol.

Performs specimen preparation:

• Performs any necessary pretest specimen preparation according to protocols.
• Performs aspects of test management appropriate for the specific laboratory section.   
• Responds effectively to changes in the workflow by coordinating a simultaneous series of test when needed or adjusting work to incorporate STAT tests or fluctuations in work volume.
• Monitors daily workflow; overseeing and adjusting staff assignments (e.g., breaks, tasks) and priorities, to meet service levels.
• Performs test review
• Review results for completeness, correctness, and consistency within defined test system.
• Follows established notification protocols for phone/fax results requests.
• Troubleshoots and solves problems:
• Recognizes when unresolved problems need to be escalated and takes necessary follow-up action.
• Prints pending logs and follows-up to ensure pending tests are completed or cancelled when appropriate.
• Performs aspects of the post-analytic workflow appropriate for the specific laboratory section to ensure accurate results are reported within established time limits, specimens are retained appropriately, test results and/or status are available upon inquiry, and billed charges are correct for testing performed.

Post-test specimen storage:

• Stores specimens and related materials according to protocols for location and duration.
• Retrieves specimen and related materials when needed.
  • Verifies and reports results:
• Verifies results according to procedure.
• Performs computer functions necessary for releasing results.
• Generates written reports according to established protocol.
• Reviews printed reports when applicable, recognizes problems and escalates according to protocol.

Amends reports:

• Corrects erroneous reports and amends reports according to procedure.

Responds to inquiries:

• Responds to requests for information according to established protocol for confidentiality and release of information.
• Recognizes when unresolved inquiries need to be escalated and act.

Stores documents and records:

• Stores documents and records according to established protocol.

Charge capture/billing:

• Performs billing and/or enters credits for tests and services when applicable.
• Recognizes billing problems and escalates accordingly.

Universal responsibilities:

• Ensures quality of operations:
• Follows written standard operating procedures.
• Operates instruments/equipment according to protocol.
• Uses computers according to established protocol; follows downtime procedures as required.
• Performs required Quality System responsibilities.
• Participates in the training of new employees.
• Performs other duties as assigned, or as needed, to ensure continued quality of operations.

Ensures safety of operations:

• Follows all required safety procedures, uses personal protective equipment appropriate for tasks performed.
• Maintains clean and organized work area.

Provides service excellence:

• Answers telephones when needed, using NMH telephone etiquette.
• Maintains patient confidentiality.
• Assists patients and other contacts whenever need occurs.
• Under the direction of the Manager, supervises all Asst. Tech. Path tasks.
• Prepares employee work schedules, and workstation and delivery assignments
• Assists Manager with input to PMP evaluations
• Participates in: QM Statistics, ATR reconciliation, and projects
• Provides support when problems arise
• Liaison with all technical sections in pathology and admitting          

Required

• High School Diploma or equivalent; computer data entry experience.

Preferred

• Three years of experience in appropriate support services area.

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check.  Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. 

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.

Sign-on Bonus Eligibility: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.