Lab Customer Service Representative

Shift Hours: 8:30-4:20 M-F

Title, Salary: $16.10- $26.00/hour, The grade and salary of the position are based on specific criteria met within the qualifications of each level, relevant experience, skills, performance and internal equity. This position is eligible for shift differentials.

• Registers patient specimens for in house or referral testing. Retrieves appropriate billing information from a variety of electronic systems. Answers and routes telephone calls from customers.
• Provides information to customers and solicits information to triage calls to disseminate to appropriate departments. Acts as liaison between customer and various departments.
• Accesses, prints, and distributes patient lab reports to appropriate patient care areas. Projects a professional image through formal and informal communication to internal and external customers.
• Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability; Evaluates new products as available.
• Takes prompt action to resolve any problem with the registration or ordering of specimens. Escalates to supervisor when needed.
• Accurately places order on patient samples Investigates and resolves all problems and provides documentation for monthly quality management reports.
• Answers and routes telephone calls efficiently and professionally providing information as needed and/or soliciting information to triage calls to appropriate departments.
• Works with supervisor to formulate plan for professional development. Attends educational in-services and training classes for various computer systems as necessary.
• Is proficient in computer programs necessary to track and document work related data. Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems. Troubleshoots and resolves problems related to specimens, results, billing.
• Responds to telephone inquiries from medical staff concerning status of patient testing.
• Serves as liaison between the laboratory and medical and nursing staff regarding ordering, collection and processing of patient specimens.
• Reviews test requisitions and specimen labels for accurate information and orders tests appropriately.
• Follows up on all tests with incomplete information or questionable test orders.
• Verifies and updates insurance information and triages specimens to the proper testing facility. Perform other duties as assigned or requested.
  
  MINIMUM QUALIFICATIONS:
• High School diploma or equivalent required. Associate's or Bachelor's degree preferred.
• Three years phlebotomy, processing, or customer service experience preferred. Phlebotomy certification preferred.
  
  
  

PHYSICAL REQUIREMENTS: (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.