Clinical Courier Lead

This position sorts, picks up and transports laboratory specimens and some patient related items within Renown Health System and the community physician offices. This position will be responsible for entering provider practices while building rapport and having direct interaction with office personnel. This position is expected to deliver exceptionally good customer service and interact directly with laboratory leadership and escalate client issues, updates, and/or complaints as needed.

As a lead the incumbent is expected to provide operational oversight in a courier capacity regarding all transportation activities to ensure the highest quality of patient care. They should be able to act independently and troubleshoot within their prevue.

In addition, the Lead Clinical Courier must be able to perform all the duties as outlined in the Clinical Courier job descriptions as assigned by the Clinical Laboratory Supervisor, dependent on the cost center specific duties.

This position is challenged by multi-tasking an ongoing variety of customers with concerns and needs which require attention and a timely response.

Unlike a courier who follows an assigned route, the lead actively supports schedule planning and daily adjustments to ensure full route coverage. In real time, help coordinate coverage for callouts, including reassigning routes or stepping in as needed to maintain full operations.

The incumbent will often deal with situations that are extremely sensitive in nature. It is imperative that they be treated with tact, diplomacy, confidentiality, and care. Partner with supervisors and other departments to evaluate and implement logistical changes (e.g., route adjustments, volume increases, or service area expansions). This requires a broader understanding of department-wide operations beyond your individual route.

This position provides pick-up and delivery services for several departments within Renown Health, as well as community provider offices. The incumbent will receive, sort, and distribute lab specimens, supplies, mail, various documents, and medical reports to such locations. The incumbent may be required to perform other related duties and work overtime.

While couriers report vehicle issues, the lead is expected to take initiative in coordinating with Facilities to schedule maintenance, monitor vehicle availability, and ensure minimal disruption to service delivery.

The incumbent must possess the ability to sort, prioritize and organize items to be delivered or picked up on routine delivery routes or as "STAT" calls. Must be able to determine if the items are appropriate for transportation and determine the appropriate mode of transportation dependent on temperature and special handling requirements. Be able to function autonomously, make appropriate decisions concerning priority of request and understanding when a situation requires escalation to a department leader. In the absence of a supervisor or manager, the lead provides day-to-day oversight of courier staff. This includes answering operational questions, providing guidance, supporting accountability, and ensuring workflow continues efficiently and professionally.

Incumbents will be required to operate a motor vehicle and abide by all state laws concerning traffic and safety. Must meet insurance requirements for good driving record. The incumbent must ensure that the vehicle is always clean and in safe operating order. Any deficiencies must be reported to a department leader immediately. Must be able to understand the layout of the community and use a map of GPS device to locate non routine locations.

Must demonstrate the desire to promote a caring environment as well as maintain a polite, positive attitude while dealing with customers of all ages, social, cultural, and economic backgrounds.

This position does not provide patient care.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Name

Description

Education:

Must have working-level knowledge of the English language, including reading, writing, and speaking English. Associate or bachelor's degree preferred.

Experience:

2-3 years of courier experience, including 1 year of driving experience, and possess customer service skills required.

License(s):

Ability to obtain and maintain a valid State of Nevada Driver's license and to pass Renown Health's Department of Motor Vehicles Report criteria.

Certification(s):

None

Computer / Typing:

Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.