Customer Service Outreach Tech

OVERALL PURPOSE OF JOB:

This position is responsible for performing a wide variety of Laboratory Customer Service tasks. This person is the liaison for all patients, clients, skilled nursing facilities and personal care homes and physicians. Acts as a clerk for the laboratory and effectively performs specimen collection procedures if trained. Provides prompt resolution of questions and issues. In addition performs order verification and correction. Acts as the Community Outreach for the Laboratory.

ESSENTIAL FUNCTIONS OF JOB: (other duties may be assigned)

Act as a Laboratory Customer Service Representative.

• Frequent contact with physicians’ offices, nurses and other personnel.
• Acts as a liaison to outreach facilities.
• Perform quarterly visits to skilled nursing facilities and personal care homes.
• Prepares a written report of the meeting, and maintains a file of the meeting and visits for reference.
• Become very knowledgeable about services we can provide throughout the facility
• Handles day to day minor issues with customers to ensure satisfaction levels are maintained.
• Communicates all issues and comments with the Laboratory Manager in a timely manner.

Monitor Customer satisfaction.

• Perform Quality Improvement reports directly related to client and physician satisfaction.
• Address all unfavorable responses on satisfaction surveys.
• Ensure we are providing services as noted in our contracts.
• Ensure contracts are current and inform the Laboratory Manager if annual renewal is due.
• Provide copies of Lab licenses as requested by SNF.

Develop new marketing and presentation as needed.

• Provide “Marketing packets” to customers with essential information on Laboratory services.
• Update this information as needed.
• Identify potential new markets and customers.

Review all orders placed into the Meditech system, order entry and outreach for accuracy as needed.

• Verify tests requested are correct when compared to the physician order.
• Verify patient demographic data available.
• Verify ordering physician.
• Verify additional physicians and fax numbers.
• Properly identify and label all specimens upon receipt and make proper corrections to orders.
• Process samples for testing.
• Compare the physician order to the barcode labels. Verify that samples are ordered correctly; make corrections as needed to ensure that proper testing is performed per physician request.

Perform phlebotomy assignments as part of the daily assignments approximately 50% of the scheduled day.

• Travel to off site locations to include SNF as needed.
• Provide phlebotomy services at offsite draw locations.
• Participate as phlebotomy staff at screens as needed

Perform legal collection Urine Drug Screen

• Perform chain of custody collection as described in the procedure. Complete chain of custody, log sample in log book, seal sample, place sample in reference box and put paperwork in UDS folder.
• Provide results to the ordering client in a timely manner.
• Review all UDS for errors in collection and/or order entry errors. Make necessary corrections.

Process PAP samples.

• Remove insurance information and on copy of the requisition from the sample bag and process for registration.
• Label requisition and sample with barcode label.
• Verify all available demographics for accuracy. If discrepancies exist verify with physician office and obtain clarification, provide correct information to registration in order to complete the order entry process.
• Package samples for reference lab according to procedure and place in reference sample pick up area.

Aid secretary in sending reports.

• Sort reports from the Laboratory report printer, determine reports that need mailed, faxed or shredded.
• Label interoffice envelopes for the physicians (high volume) who receive reports through the inter office mail system.
• Label test results envelopes for physicians who routinely get results throughout the mail/ courier system.
• Fax reports to those physician who can be faxed but are not set up in the Fax solutions, provide data to the Laboratory Manager to make additions.

Organize and direct Laboratory Community Screening.

• Direct the organization of Multiphasic screening to include scheduling.
• Ensure adequate staff to process participants efficiently, work with the Laboratory Manager to provide staff.
• Solicit additional services from other departments as available.
• Oversee the complete process from future order entry to handling of results.
• Coordinate senior screens and other community activities as needed for the laboratory.

Manage Travel Lab requests

• Receive orders from physicians, ensure all requests contain patient demographics and contact information.
• Schedule requests to the appropriate day of the week and date required.
• Resolve all issues with home collections, work with physician offices to ensure satisfaction.
• Education/Training/License/Certification:

• One year certification from college or technical school in a phlebotomy related discipline
• Medical Terminology required. Public speaking skills required, ability to complete follow up reports and letters. Must have excellent interpersonal skills, phone skills and be proficient with computers to include the MS office suite.
• Work Experience:
• Three years’ related experience and/or training preferred.
• Driving Record:
• If deemed a driver in your position, a valid Driver’s license is required. Motor Vehicle Record checks will be performed upon hire, in addition to annually thereafter.