Quality Assurance Coordinator
Bay Area Phlebotomy & Laboratory Services
08.2021 - Current
- Led and mentored the QA team, providing guidance and support on job duties
- Provided oversight and support to Blood Services, including tracking documentation and draw logs
- Facilitated service recovery for clients
- Developed and implemented quality assurance programs to ensure compliance with healthcare industry standards and regulations
- Primary administrator for Media Lab Learning Management System; added new users, built custom training courses, assigned courses to clinical staff, and managed document control
- Arranged and tracked system access for all learners and teams in Media Lab
- Maintained Media Lab Learning Management System (LMS) as primary administrator
- Responsibilities included onboarding new users, developing custom training courses, assigning courses to clinical staff, and ensuring efficient document control
- Organized and administered quarterly and annual competency assessments for incumbent staff, ensuring timely completion and evaluation
- Collaborated effectively with Finance, Payroll, and HR departments to ensure accurate and timely processing of employee payroll, monthly client reporting, and error identification
- Maintained compliance with company policies and applicable laws and regulations
- Leveraged phlebotomy skills to provide on-site blood draws for homebound patients and suspects in custody
- Maintained and performed quality audits to assure most recent revisions of documents are used
- Document control and version control maintained and previous versions destroyed
- Conducted root cause analysis and implemented corrective actions to improve product quality and client, patient, and customer satisfaction
- Maintained client/patient relationships by ensuring utmost services were given
- Provided resolutions on service recoveries for specimen rejection, viability reporting, and providing resolutions to problems
- Created, reviewed, revised, and updated standard operating procedures for all departments including, laboratory, clinical, mobile services, and forensics
- Partnered with Subject Matter Experts (SMEs) across departments to develop and standardize operating procedures, ensuring clear and consistent departmental guidelines
- Developed diverse training materials, including video demonstrations, templates, skills assessments, checklists, forms, and Standard Operating Procedures (SOPs), to facilitate knowledge acquisition and skill development
- Investigated recurring customer/client/patient complaints to identify root causes of non-conformance issues and implemented effective resolutions, improving customer satisfaction
- Documented laboratory incidents by completing detailed reports and collaborating with quality teams and department managers to develop and implement improved safety protocols
- Assisted with quality control audits that include identification, development of quality audit plan, conducted audits, identified findings, communicated findings, developed corrective action plans, monitored effectiveness of corrective actions, and documented results
- Proactively kept team leadership informed on quality metrics by identifying and communicating production inconsistencies or deficiencies, facilitating timely resolution
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Provided procedure refreshers and coached staff on as-needed basis and escalated corrective actions and/or procedure improvement plans to management
- Created comprehensive monthly, quarterly, and KPI reports for leadership teams, providing data-driven insights to support quality improvement initiatives
- Developed and delivered training programs for Forensic Department staff that work closely with law enforcement for DUI Blood Toxicology draws
- Managed all clinical licenses, such as RN, LVN, MA, CPT, PA, and certifications to ensure expirations do not lapse
- Produced data reports on error trends, miss or near-miss events from Phlebotomist's and escalated to management
- Acted as liaison between company and law enforcement agencies throughout 5 counties to ensure local, state, and federal regulations are followed
- Managed subpoenas and Brady requests received from deputy district attorneys from varying counties
- Submitted and tracked all background live scan clearances for staff, ensuring timely submission, processing, and record keeping
- Successfully acquired, implemented, trained, and created SOPs for launching new county for Forensic Blood Draw and Sexual Assault Response services
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
