CUST SRV REP - OUTREACH LAB

DEPARTMENT SUMMARY

ALS provides lab, courier, and phlebotomy services for our local and surrounding counties, Stark, Wayne, Summit, Tuscarawas, and Holmes Counties.

PURPOSE OF POSITION

Customer Service Representative will act as resource to the ALS team. He/She will work directly with the ALS CSR Office Lead, ALS Sales Manager, Pre-Analytical Supervisor, Technical Specialists, and venipuncture team members to address questions, complaints, and concerns for our ALS clients to ensure quality lab services are provided by ALS. Will provide feedback to the ALS team and laboratory management when necessary.

QUALIFICATIONS

• High School Graduate or equivalent
• Customer service experience preferred
• 1 year of Lab experience preferred

RESPONSIBILITIES & EXPECTATIONS

• Follow the lab and departmental policies and procedures
• Resubmit failed faxes and update providers without fax stations to ensure providers receive lab results
• Submit test add-on requests to the technical staff
• Provide excellent customer service when answering client / patient phone calls
• Document client calls in the CRM
• Monitor the Teams channel for venipuncture staff issues and questions
• Assist ALS CSR Lead and Pre-Analytical Supervisor with tracking and addressing all quality concerns (specimen mislabels, improper collection, courier issues, etc.) and document KPIs (Key Performance Indicators) accordingly
• Address ALS problem specimen / forms and contact client or patient as needed to correct issue
• Assist the registration team with locating orders and diagnosis codes as needed
• Dispatch courier requests via courier monitoring system
• Monitor and complete the ALS CSM call list
• Create, print, and distribute client lab requisitions
• Correct Cerner HUB related issues (fax manually entered lab orders to provider office)
• Correct ambulatory errors and submit to the technical staff to process
• Assist with placing supply orders for draw stations and clients via Lawson and monitor/track supplies to ensure appropriate ordering practices
• Cross train to perform all ALS CSR office duties for coverage as needed
• Participates in process improvement projects
• Performs other necessary duties and tasks as assigned by the Director

SKILLS

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, identity, family status, gender, disability, or veteran status.

WORKING CONDITIONS:

• Work eight hours a day; 40 hours per week
• No weekends or holidays
• Lunch periods and breaks are coordinated with other staff members to maintain

adequate departmental coverage.

• Assisting with staffing coverage at draw sites as needed.

PHYSICAL REQUIREMENTS ADDENDUM

PURPOSE: To identify specific functions job requirements and work environment factors that could affect job performance.