Cust Svc. Representative

Purpose of the position:
Assists laboratory staff in routine and non-routine activities pertaining to laboratory specimen preparation and reporting of results. Work will be highly self-directed and the person in this position may have responsibilities such as client/patient communications and problem-solving related to compliance and specimen integrity.

Job Responsibilities:
Primary responsibilities include the following, but are not limited to:

• Greets clients in a friendly manner when arriving into the hospital laboratory or patient service center. Demonstrates and maintains a positive, client-focused attitude
• Coordinates patient and specimen flow in the hospital laboratory or patient service center. Works closely with phlebotomy to ensure short wait times for outpatient collections.
• Manages laboratory phone communications in a polite and friendly manner. Demonstrates the ability to limit the number of transfers throughout the laboratory and can accurately relay information to the caller if there is a need to transfer the call.
• Demonstrates the ability to accurately register both clinical and referred accounts in the hospital admissions system. Ensures the accuracy of requests for lab testing, while checking for duplicate or incorrect orders.
• Demonstrates knowledge of and is responsible and accountable for checking all requisitions for correct test orders, correct spelling of names, and correct billing.
• Communicates client service dissatisfaction with laboratory administration to ensure prompt resolution.
  
• Interacts with doctor's office personnel to obtain appropriate diagnosis codes for testing to ensure accurate billing and payment
• Communicates with doctor's office personnel to facilitate a smooth interaction between the patient service center, patient and office requests, via phone, personal contact and written communication.

JOB QUALIFICATIONS:

High School Diploma or Equivalent
Must be able to meet department physical requirements.
Must be able to work in a noisy, chemical hazard and biohazard environment, practicing good safety habits.
Must have good verbal and written communication skills with customers and co-workers.
Must have the ability to reflect good judgment when determining what action to take when resolving problems.
Must be able to work well in a stressful environment, under pressure, while maintaining production and quality standards.

SPECIFIC JOB INFORMATION:

Monday-Friday 8AM-4:30PM — rotating weekends and holidays