The Laboratory’s Customer Service Representative performs a variety of lab customer service duties involved with responding to client issues arising on a daily basis, to include calling patient test results, distribution of client reports, and answering incoming calls to the laboratory. Display courtesy, excellent customer service skills and professionalism at all times while providing timely, helpful service to all patients, visitors, physicians, clients, and hospital personnel. Maintain a professional decorum within the work environment under all types of circumstances, demonstrating ability to remain calm in tense and/or emergency situations. Participate as a team member, effectively adapting to change or unusual circumstances, assisting and cooperating with other personnel. Respond efficiently/accurately to client inquiries on specimen requirements, turnaround times and/or specimen handling/ transport guidelines. Respond efficiently/accurately to client problems related to receipt of specimens, specimen handling, special test requests, test results and transportation of specimens, documenting all follow-ups/actions. Maintain records of all customer complaints and corrective actions. Keeps Laboratory Manager, Patient Service Supervisor and/or laboratory management apprised of trends and special issues. Respond to all telephone requests efficiently, transferring calls and recording pertinent information as required, meeting the caller's service needs. Politely respond to requests from nursing units for phlebotomy service, dispatching phlebotomists according to established guidelines and documenting all requests. Meet productivity standards, completing all tasks and assigned work by end of the shift. Perform charging for lab specimens as required. Assist in laboratory outreach activities, i.e. initial set-up of new accounts with lab supplies, filling ongoing physician office lab supply requests, set-up timetable for client specific courier runs, respond to STAT courier client requests, and respond to client lab services concerns/issues. Produce a variety of laboratory reports using the Laboratory Information System. Monitor printer, fix jams, refill with appropriate paper and forms, replace printer ribbons, and call for assistance as required. QUALIFICATIONS:
Education: High school diploma or equivalent. College level education preferred. Additional education in client relations and/or communications desirable.
Experience: Duties require knowledge of laboratory operations and medical terminology. Work requires two (2) years full-time equivalent experience in a laboratory or healthcare related position. Familiarity with billing and reimbursement practices preferred. Ability to understand the customer’s needs and provide correct information. Ability to resolve problems, requiring logical thinking and follow through. Must have well developed interpersonal skills to work in a fast paced environment involving interaction with laboratory employees, clients, and patients. Must have effective, professional communication skills. Must be able to operate computer terminals; basic knowledge of computers is preferred. Ability to work with frequent interruptions and respond appropriately to unexpected situations.