In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss common challenges outreach programs face that can lead to a program’s failure and how to overcome those barriers. Specific …

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton to discuss building an outreach team. Specific topics include: Insights for identifying roles and staff for your outreach team. Guidance …

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They build on their previous discussion about customer service by focusing on service recovery. They discuss strategies for responding t…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss strategies for delivering excellent customer service. Specific topics include: Identifying points of contact with patients …

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss and share tips related to gathering customer input, including: The various audiences that can provide valuable feedback. Sp…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Vipul Trivedi, M.D., chair of Pathology at Mayo Clinic Health System and chair of the Division of Community Laboratory Medicine and Pathology at Mayo Clinic. Dr. Trivedi helps oversee 38 ho…

The U.S. Food and Drug Administration (FDA) regulation of laboratory-developed tests (LDT) and implementation of the Protecting Access to Medicare Act (PAMA) are both topics of high interest in the laboratory industry. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Cli…

Every laboratory strives to deliver excellent service and high-quality results. Still, unexpected challenges can arise on the journey from ordering to billing that can impact patient experience, efficiency, and turnaround times. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager a…

Outreach operational plans are designed to provide excellent customer service, support staff efficiency, and maintain high quality. As with any business, laboratories may face unexpected circumstances that temporarily impact operations. In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach m…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Camille Jewell, outpatient laboratory service technician at Mayo Clinic. They discuss how laboratory outreach programs can incorporate outcall or home phlebotomy to help prevent hospital re…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Mark Kjer, supervisor of technologist support at Mayo Clinic Laboratories. They discuss the different perspectives of the outreach program from the laboratory’s operational and technical l…

At 16 years old, Isak Schmidley is the youngest person to have passed the American Society for Clinical Pathology’s (ASCP) Medical Laboratory Scientist certification exam. In addition to attending high school, Isak is enrolled in college graduate classes and works as a medical laboratory scientist at a hospital in Louisiana. In this episode of Mayo…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton. They discuss how to proactively manage the variety of patient requests and interactions that occur in an outreach lab…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton. Their discussion focuses on advocating for the laboratory, lab careers, and the value of lab testing. Their discussio…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Dan Nelson, a Mayo Clinic contract employee and laboratory connectivity expert. They discuss the unique needs and challenges that outreach labs face with information technology (IT) systems…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton. They discuss how an outreach program can work with its customers on process improvements by using periodic visits and…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Erin Hoffman, division director of hospital sales and services at Mayo Clinic Laboratories. They discuss the value of the hospital laboratory, the challenges and opportunities facing communi…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Shannon Bennett, director of regulatory affairs for the Department of Laboratory Medicine and Pathology at Mayo Clinic. They discuss the complex and changing environment of laboratory indust…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with vice president of sales and services John Heywood about the important role of sales within an outreach program. Specific topics of discussion include: How sales teams can elevate and grow la…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about creating a positive customer service experience in the outreach laboratory. Specific topics of discussion include…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Andrew Tofilon, director of marketing at Mayo Clinic Laboratories. They discuss integrated marketing strategies for the outreach laboratory. Specific topics of discussion include: Aligning m…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Nikola Baumann, Ph.D., co-director of the Central Clinical Laboratory and Central Processing Laboratory at Mayo Clinic. They discuss specimen challenges that may arise within an outreach lab…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with quality management coordinator Kate Pearce about optimizing preanalytic quality for specimens received from outreach laboratory customers. Specific topics of discussion include: What to cons…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about industry trends. In the past year, the health care industry has faced many challenges, especially in the laborato…

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about key performance indicators (KPIs). KPIs for a laboratory department should include outreach-specific KPIs, which …

In this episode of Mayo Clinic Laboratories “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about supplies. Having appropriate supplies is the critical first step in collecting and preserving specimens. During th…

On this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager, returns with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton to chat about National Medical Laboratory Professionals Week, April 23–29. During the discussion, they weigh in on: How the weeklong celebration …

On this episode of Mayo Clinic Laboratories “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, sits down with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton to delve deeper into the world of outreach program management. As true pioneers of the department at Mayo Clinic, El…

In this episode of Mayo Clinic Laboratories “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, and Shannon Bennett, director of regulatory affairs for Mayo Clinic’s Department of Laboratory Medicine and Pathology, discuss the ever-changing regulatory environment, its impact on outreach laboratori…

In this episode of the "Leveraging the Laboratory" podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, discusses courier options and logistics with outreach colleagues Brianne Newton and Ellen Dijkman Dulkes. They highlight what needs to be considered when choosing a courier service and how to leverage the courier partnershi…

In the inaugural episode of the "Leveraging the Laboratory" podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by outreach colleagues Brianne Newton and Ellen Dijkman Dulkes. They discuss their laboratory backgrounds, the history and importance of laboratory outreach, and how their work can support the growth of h…