Receptionist and lab technician duties are seen

Receptionist and Lab Technician duties are seen through the eyes of
each other to better understand how one impacts the other
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They both understand the sequence of the operations
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Value added and Non value added steps have been identified
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Everyone is working smarter
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Goals and incentives are in place to improve morale and retention
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Efficiencies gained through work flow and Lab/Office layout

Standardized Operating
Procedures
Receptionist:
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Print patient schedule
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Clear voicemails from previous day
▶ Call patients that cancelled and requested a call back to reschedule
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Check in patients, verify identity, insurance information and type of test via doctor’s orders
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Obtain specimen if applicable (Urine)
▶ Perform test if applicable (pregnancy, STD, Yes/No testing)
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Check out Patient, obtain payment or co-payment, provide excuse letter for work or school if applicable
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Call next patient to process
▶ Replenish drawing stations throughout the day (Morning, Lunch and at the end of the work day)
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Escorts patient to drawing station
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Twice daily retrieve blood samples from the refrigerator to batch to send to the hospital for testing.
▶ Complete and verify all time sheets for staff for payroll processing
Lab Technician:
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Collect blood samples from patient
▶ Label vials with patient names and dates
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Decipher the best method for drawing blood depending on specific patient
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Centrifuge blood samples
▶ Expect to work with a large number of patients varying in age and health status
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Be friendly, courteous and sympathetic when it comes to working with patients
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Keep your draw station is well organized
▶ Practice infection control standards at all times when working with patients and equipment

Control Plan
The control plan includes the handoff of improved processes to the
Medical Director with procedures for maintaining improvements.
Control Plan Steps
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Use lab 9 as the Pilot
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Make proposed changes to scheduling process
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Make proposed changes to blood draw process
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Track all data using computer software
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Provide incentives for longevity and accountability
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Analyze changes in 30 days using Anova method
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Make adjustment changes
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Analyze changes in 60 days using Anova method
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Roll-out changes to all labs
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If needed analyze changes in 90 days using Anova method
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All labs will be operating beyond or near max capacity