Client Services Representative - Lab

About the role

The Laboratory Client Services Representative works cooperatively with Clinical staff and patients to promote professional and respectful interactions. They serve as an informational representative of clinical departments, providing laboratory-related information in response to patient and clinical inquiries.

Responsibilities

• Serves as an informational representative of clinical departments, providing laboratory-related information in response to patient and clinical inquiries.
• Consults with physicians regarding test results, technical issues, etc.
• Provides an efficient and effective liaison between testing departments, results, reference laboratories, and shipping departments.
• Researches, resolves, and documents specimen or testing issues and communicates to customers as needed.
• Acts as a resource for customers, providing test information, results, ordering instructions in HIS.
• Acts as a liaison with reference labs for all customer service issues.
• Ensures that patient's specimen rejections, Quality Not Sufficient (QNS), and Duplicate Patient Record are communicated to the client in a timely manner.
• Telephones STAT, ASAP, routine, and critical test results, and other confidential information to authorized individuals.
• Handles incoming and outgoing telephone calls, exercising judgment on urgency or nature of calls, and directing them to appropriate clients or personnel.
• Performs office functions such as filing, copying, faxing, and distributing laboratory documents.
• Processes, checks, and maintains various laboratory records and data.
• Logs or enters laboratory results, ensuring appropriateness of values sent by the reference laboratory, as compared to QA/QC ranges.
• Aids in training of assigned personnel.
• Resolves problem specimens according to specific requirements.
• Searched and/or retrieves mislabeled, quantity-not-sufficient, or unlabelled specimens.
• Enters and retrieves data using knowledge of various computer software packages.
• Operates a personal computer, calculator, fax machine, copy machine, or related office machinery in performing assigned duties.

Requirements

• High school diploma or equivalent.
• Six (6) months customer service experience required. Laboratory experience preferred.

Qualifications

• Must have the ability to interact effectively and professionally with providers and patients.
• Knowledge of lab tests and orders.
• Effective verbal and written communication, especially listening skills.
• Advanced computer skills.
• Ability to multitask.
• Knowledge of office management best practices.
• Customer service protocol in person and via telephone.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to prepare routine reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to inquiries or complaints from employees, patients, and/or their representatives, and the general public.
• Ability to add and subtract two-digit numbers; ability to read a clock and accurately document time.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Skills

• Interpersonal skills
• Technical knowledge
• Communication skills
• Computer proficiency
• Problem-solving skills

Benefits

N/A

Pay

N/A

Schedule

N/A