Overview of the Role:

• Primary contact for clinical offices requesting information, supplies, and assistance with laboratory orders
• Maintains lab supplies for the offices and phlebotomy stations
• Assists with monitoring of order, result, and billing lists.

Primary Job Duties:

Responsible for answering customer inquiries and requests via phone, fax, and email

• Is able to answer questions concerning lab orders (order choice codes, specimen requirements)
• Communicates additional test requests to techs and documents in LIS
• Is able to research and communicate result status inquiries
• Takes requests for lab supplies from offices
• Documents complaints
• Ensures compliance with HIPAA and all local, federal, CLIA, safety and OSHA guidelines
• Ensures compliance with all company and laboratory guidelines and policies

Maintains supplies for offices:

• Documents supplies received from vendors.
• Documents supplies delivered to offices
• Maintains inventory records
• Orders appropriate supplies to correspond with needs
• Coordinates inventory maintenance with Anatomic and Clinical Lab Departments.

Writes and maintains Standard Operating Protocols for Customer Service

• Institutes and revises policies and procedures as needed
• Assists in training laboratory staff of the approved policies and procedures

Responsible for monitoring LIS lists and reporting problems to the lab manager:

• The lists to be monitored include orders unable to be processed in the LIS (Fix Orders queue), results that are unable to be processed (Match results queue), and delayed results lists including orders for both CPL and Privia.
• Attention to the lists will result in timely results and increased customer satisfaction.

Scope:

• Promotes quality relations and creates a supportive climate by serving as a role model. Respect and maintain the confidentiality of information relative to the laboratory. Adheres to and enforces prescribed laboratory safety policies and regulations.
• Works independently with minimal direction. Functions as a liaison between the laboratory and the laboratory customers.
• Operates equipment within the laboratory, including but not limited to telephones, computer keyboards, and CRT.
• Effectively communicates via written, verbal, face-to-face, telephone, and computer methods.

Education and Experience:

• High school diploma or equivalent
• Laboratory experience, as an accessioner, processor, or lab aide, preferably

Skills:

• Ability to understand and use Orchard Laboratory Information System.
• Ability to understand the lab ordering modules for the providers to assist with lab ordering questions.
• Ability to solve problems and troubleshoot issues.
• Ability to communicate effectively at all levels within the laboratory and with laboratory customers.

Positions supervised:

• None

Physical Requirements:

• Requires light to medium lifting and carrying of objects weighing up to 25 pounds unassisted.
• Requires manipulation of tools, objects, and equipment using the following physical motions:
• Requires pushing, pulling, lifting, reaching above shoulder height, grasping with both hands, pinching with thumb and forefinger, twisting with hand and wrist, climbing under, lifting up, lifting down, and reaching under.
• Routinely requires coordination of two or more physical operations.
• Routinely requires visual discrimination of color, size, shape, and motility.
• Requires the ability to hear audible alarms on temperature-monitored equipment and automated analyzers.

Interpersonal Skills and Attributes Requirements:

• Must be approachable, flexible, adaptable, and can accept constructive criticism.
• Displays a positive attitude and fosters a team spirit
• Must be teachable, a quick learner, and ‘action-oriented’
• Must be able to handle and keep confidential information
• Must be a team player
• Must be self-led and self-managed
• Must be open and not take him or herself too seriously
• Must be optimistic, energetic
• Must be collaborative, customer-focused, and able to create visible value
• Must demonstrate a team approach to working with others, ability to perform a variety of duties within any workday, and organizational skills from planning to execution of tasks and projects.
• Must accept other duties as required, willingly
• Relies on experience and demonstrates good judgment to accomplish goals
• Must be process-oriented with the ability to drive a project to completion
• Must be a problem solver with a proven track record
• Must have attention to detail
• Must be able to work independently and as a team member
• Must be self-directed and resourceful
• Must have excellent communication, client-facing, and customer service skills by treating everyone with concern, respect, and courtesy and have excellent organizational skills
• Must have a technical aptitude
• Must be able to have honest, difficult conversations with the Medical Director about issues and areas of improvement

Environmental Demands:

• Works in a temperature-controlled environment with constant exposure to biological and chemical hazards common to pathology laboratories.
• May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation.