Responsible for one of the first impressions a patient/client/customer will have of Billings Clinic. The incumbent in this position is responsible for providing customer service, high quality reference client support and procedural support to the laboratory. Responsibilities include Electronic Health Record/Laboratory Information System orders (EHR/LIS), result and issue resolution; customer support; telephone support; order/charge entry; billing/demographic verification and mail-out forms to reference laboratories; and responding to a variety of diverse questions regarding client and reference laboratory services in a high stress environment. Cross trains in customer service and order entry stations and demonstrates knowledge of Electronic Health Record and Laboratory Information Services products we offer to our reference clients. ## Additional characteristics for the Lead Role: Acts as a lead for an assigned area of department, including assisting with the day to day operations of the department, responsible for quality control and regulatory readiness of department.

Essential Job Functions

•Supports and models behaviors

consistent with Billings Clinic’s mission, vision, values, code of business

conduct and service expectations. Meets all mandatory organizational and

departmental requirements. Maintains competency in all organizational,

departmental and outside agency standards as it relates to the environment,

employee, patient safety or job performance.

•Greets customers, obtains necessary billing information,

and/or direct them to the appropriate area. •Answers multi-line, high volume

telephone and responds to the majority of all incoming calls before

transferring to alternate resources. Responds to questions from patients,

physicians, reference clients and other sendout labs and provides information

regarding the use of EHR/LIS, billing process, collection and testing

procedures, specimen processing, turnaround times, result reporting, and

reference lab availability. (Patient Service, Laboratory, Reception Duties)

•Troubleshoot missing or incorrect information. Acts as a

resource to internal and external customers. •Understands and explains

regulatory and contractual obligations (i.e. Advanced Beneficiary Notices, •Limited

Coverage tests, National and Local Coverage Determinations, CMS Billings

regulations, State Statutes, limited payer specific rules, etc.). Maintains and

updates Limited Coverage diagnosis codes in the ordering database. Determines

which charges and credits are needed to patient’s account and enters as

appropriate. (Patient Service, Laboratory, Problem Resolution)

•Utilizes multiple databases in different computer

systems to research and translate patient demographic information; enter and

research laboratory orders, enter charges/credits and test results; and

research laboratory collection and testing information. Monitors report queues,

error queues and interfaces to clients for problems. Takes appropriate steps to

resolve and/or engages Laboratory Information Systems for resolution of issues.

Responsible for initiating telephone calls to obtain missing information or to

clarify information as necessary. (Patient Service, Laboratory, Database

Maintenance)

•Maintains documents for the hospital, clinic sites, and

reference clients according to regulatory standards (to include order

verification, results, mail outs to reference labs, etc.). Receives incoming

mail and distributes to appropriate area of the laboratory. (Patient Service,

Laboratory, Document Maintenance)

•Dispatches and monitors the phlebotomy staff to maintain

efficient response and turnaround times on hospital specimen orders. (Patient

Service, Laboratory, Phlebotomy Staff)

•Responsible for researching requests for test add ons,

including viable specimen types, volumes, temperatures, analytical time,

specimen retention time and anticipated turnaround time. (Patient Service,

Laboratory, Request Research)

•Performs other duties as assigned or needed to meet the

needs of the department/organization.