Lab Coordinator

Role Overview

Lab Coordinator at NMC Healthcare. The Lab Coordinator provides reception intake and associated administrative services for incoming patients, managing call direction, patient intake procedures, billing inquiries, and general office support.

Role Purpose

To deliver comprehensive front-office reception and administrative support in a clinical laboratory setting, ensuring patients receive outstanding customer service while maintaining accurate records, managing workflow, and supporting laboratory operations in compliance with quality and safety standards.

Key Responsibilities

Patient Reception and Service

• Greet patients and their families and identify the nature of their inquiry.
• Provide information to assist patients or refer them to appropriate contacts within the organization or elsewhere.
• Expedite flow of visitors and patients while ensuring each person receives outstanding customer service in a friendly environment.
• Advocate for patients' and families' rights, responsibilities, confidentiality, information, and education.
• Investigate patient and visitor concerns and implement appropriate courses of action.

Billing and Administrative Support

• Answer and direct incoming calls to appropriate individuals.
• Provide information about medical insurance coverage to patients and verify coverage before patient visits to the doctor.
• Address billing-related queries.
• Keep accurate records of discussions and correspondence with customers.
• Perform back-office work as specified in the duty roster.

Feedback and Quality Management

• Develop and maintain feedback and complaint procedures for customers to use and receive redressal.
• Provide daily patient statistics.
• Advocate for continuous improvement through customer feedback mechanisms.

Team and Operational Management

• Prepare duty rosters for the lab front-office teams.
• Maintain good grooming, communication skills, and provide training for related lab front-office teams.
• Perform patient, telephone, and cash-handling duties as specified in the duty roster.

Occupational Safety and Health Compliance

• Comply with all Occupational Safety and Health (OSH) and infection control policies, standards, and procedures.
• Work in accordance with documented OSH procedures and instructions and specific responsibilities.
• Be familiar with emergency and evacuation procedures.
• Notify OSH hazards, incidents, near misses, and issues and assist with preparation of risk assessments and incident reports.
• Comply with waste management procedures and policies.
• Use appropriate personal protective equipment and safety systems.
• Attend applicable OSH, infection control training programs, mock drills, and awareness programs.

General Support

• Perform other duties incidental to the work described as assigned by the Laboratory Manager.

Qualifications & Experience

• Bachelor's degree in Medical Laboratory Science, Clinical Laboratory Science, or equivalent.
• Licensed Medical Technologist or equivalent certification.
• Minimum 3 years of experience in a clinical laboratory.

Skills & Competencies

• Familiarity with ISO 15189/EIAC, CAP, JCI, or equivalent quality standards.
• Strong knowledge of laboratory processes, QA/QC principles, and documentation systems.
• Excellent communication, organizational, and analytical skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Proficiency in Laboratory Information System (LIS).

Additional Information

• Comply with hospital management requirements regarding occupational safety and health standards.
• Cooperative approach to health and safety compliance required.