Diagnostic Laboratory of Oklahoma (DLO) route service representative (RSR), Isaac Zepu, describes a typical day of an RSR and what he loves about working for DLO.
A DLO Route Service Represntative (RSR) is the face of Quest Diagnostics to the public, our customers and acts as an ambassador for the company in everything he/she does. Everyday excellence is a critical component in fulfilling this position requirement. This position performs day-to-day route operations by serving client needs with regard to properly tracking, sorting, storing and transporting patient specimens and other materials, including but not limited to, supplies and patient results.
The RSR is assigned up to a maximum of two (2) routes which may include:
- Routine route
- STAT route
- Weekend route
- Shuttle/relay route
The RSR must safely operate a company vehicle to pick up, properly store and deliver specimens and other materials, and provides service to internal and external customers in an organized, efficient, and professional manner.
Duties and Responsibilities
- Responsible for compliance with all processes including and not limited to: timekeeping, attendance and punctuality, vehicle safety and cleanliness, safety and OSHA requirements, handheld /scanning device and usage, proper handling and storage of all samples from the client office to the drop off point, proper packing of specimens for shipment, end of day vehicle checks, dress code, code of conduct and all company/regional/logistics policies and procedures.
- Responsible for the safe and timely transportation of specimens, supplies, reports, equipment and materials to the appropriate destination.
- Responsible for operating company vehicle safely, as well as maintaining a valid driver’s license and driving record within acceptable company guidelines.
- Ensure route is started with proper equipment tools. (i.e., route scanner sync/paper logs, carry bag, properly prepared coolers for 3 separate thermal storage, dry ice, cell phone, keys, door hangers, observation reports, etc.).
- Follow route as scheduled/sequenced while allowing for will-call stops and special pickups.
- Maintain specimen integrity at all times, including the utilization of specimen carry bag to transport specimens from client office/lock box to vehicle by temperature.
- Follow all scan/documentation requirements, including but not limited to, tissue/irreplaceable and frozen tracking processes.
- Place “door hanger” for will-call clients with no specimens out. Place “door hanger” for daily clients who regularly provide specimens but none are available at scheduled pick up. The RSR is required to notify their supervisor and/or team leader of service issue for a next morning follow up.
- Communicate with dispatch before leaving an area to ensure will-calls have been cleared.
- Keep route information, sequencing, and all client notes up to date.
- Attendance and punctuality in meetings and training sessions.
- Meet all training requirements in a timely manner as assigned.
- Properly care for and maintain company equipment including scanners, telephones, vehicles etc., and communicate any deficiencies with equipment.
- Document and provide appropriate client satisfaction information to logistics management.
- Maintain professionalism and a service orientation with clients using everyday excellence and the five guiding principles.
- Demonstrate everyday excellence in the DLO Behaviors; agility, customer focus, transparency, united as one team and performance-oriented.
- Other duties as defined by logistics management.
- High school diploma or GED equivalency strongly preferred, or commensurate work experience required.
- One (1) year of experience in a customer service, logistics, or delivery related job strongly preferred. General computer knowledge preferred. Experience with handheld scanner equipment preferred.
- Valid driver’s license with a minimum of one (1) year driving experience and documentation of a Motor Vehicle Record with less than three (3) moving violation convictions within the previous 36-month period.
- Extensive use of phone and hand held device (PC)
- Prolonged standing/sitting/walking/driving
- Fine dexterity with hands/steadiness
- Able to lift up to 25 pounds; may occasionally need to lift 40 pounds; carrying up to 15 pounds for several minutes at a time
- Ability to communicate effectively in English with clients, supervisors and peers
- Vision-requires constant mental visual attention to details as well as ability to see well in limited light scenarios
- Focus on the customer: acts with the customer/patient in mind.
- Develops relationships with customers
- Communicates openly and transparently: Uses diplomacy and tact with all interactions
- Demonstrates the ability to quickly find common ground and solve problems for the good of all
- Can represent his/her own interests and yet be fair to other groups
- Can solve problems with peers with a minimum of noise
- Is seen as a team player and is cooperative
- Easily gains trust and support of peers
- Encourages collaboration
- Demonstrate and model the everyday excellence behaviors