Kiyana Reid

• Responded to phone calls, emails, and portal messages from clients regarding test orders, specimen requirements, turnaround times, and result status.
• Provided real-time support and guidance on laboratory policies, test availability, and submission protocols.
• Communicated delays, test cancellations, or abnormal result flags to providers as appropriate.

• Investigated and resolved issues related to missing specimens, incorrect labeling, incomplete requisitions, and order-entry discrepancies.
• Escalated complex issues to appropriate internal teams (technical lab staff, pathologists, logistics, IT).

• Verified patient and provider information; assist in test order entry and result follow-up.
• Facilitated add-on test requests and corrections in accordance with lab policies.
• Ensured accurate and secure transmission of lab results through LIS, fax, portal, or EMR systems.

• Client Relationship Management:
  Build and maintain strong relationships with key client accounts including hospitals, clinics, and physician practices.
  Act as the escalation point for client concerns, ensuring issues are resolved promptly and professionally.
  Conduct regular client check-ins and service reviews to ensure needs are being met.
• Service Optimization:
  Collaborate with laboratory operations, specimen logistics, billing, and IT teams to ensure seamless service delivery.
  Identify service gaps and lead continuous improvement initiatives to enhance client satisfaction.
• Team Leadership:
  Lead and mentor the client relations team including account managers, client service representatives, and onboarding coordinators.
  Set performance goals, conduct evaluations, and oversee training and development.
• Client Onboarding & Retention:
  Oversee the onboarding of new clients to ensure a smooth transition and full understanding of laboratory services.
  Develop retention strategies and lead client re-engagement campaigns as needed.
• Data & Reporting:
  Track key performance indicators (KPIs) such as turnaround times, call resolution rates, and client satisfaction scores.
  Prepare and present client service reports to executive leadership.
• Compliance & Communication:
  Ensure all client-facing interactions comply with CLIA, HIPAA, and other relevant regulations.
  Coordinate communication during service interruptions or lab changes (e.g., test updates, IT system upgrades).

Specimen Processing & Logistics: Administrative Duties: Quality & Compliance:

• Receive, accession, and prepare clinical specimens for laboratory testing following established SOPs.
• Verify patient and test information for accuracy and completeness.
• Track specimen integrity and document discrepancies or re-collection requirements.
• Coordinate specimen send-outs to reference laboratories as needed.
• Operated the BD MAX™ System for COVID-19 molecular PCR testing, including sample preparation, reagent loading, test execution, and result analysis.
• Accurately processed high volumes of clinical specimens (nasopharyngeal swabs)
• Interpreted test results using BD MAX software and ensured timely documentation and result reporting into the LIS (Laboratory Information System).
• Maintained instrument functionality through routine calibration, daily QC runs, and troubleshooting in compliance with manufacturer guidelines.
• Perform venipuncture collections on patients as needed.

Client & Patient Support:

• Serve as a liaison between the lab and healthcare providers, answering inquiries related to test ordering, turnaround times, and result status.
• Provide exceptional customer service while resolving order or specimen issues with clinics, hospitals, and physician offices.
• Enter test orders and patient demographics into the Laboratory Information System (LIS) accurately and efficiently.
• Maintain lab documentation, including quality control logs, requisition forms, and compliance reports.
• Monitor and replenish laboratory supplies and inventory; communicate ordering needs to procurement or vendors.
• Ensure compliance with all applicable regulations including CLIA, HIPAA, OSHA, and internal lab policies.
• Participate in quality improvement initiatives, including audits and process improvement activities.
• Follow proper biosafety protocols and infection control procedures.