Clinical Laboratory Customer Service Specialist-3rd shift

Responsibilities

• Respond to incoming calls, emails, and inquiries from clients and patients regarding laboratory services, test results, and procedures.
• Provide accurate information about lab tests, specimen collection requirements, and turnaround times.
• Resolve client issues or escalate complex problems to appropriate departments while ensuring follow-up and resolution.
• Monitor test orders for errors, delays, or missing information and take corrective actions as needed.
• Handle confidential health information in compliance with HIPAA and laboratory protocols.
• Document all client interactions in the customer service management system accurately and timely.
• Contribute to continuous improvement efforts by identifying recurring issues and suggesting process enhancements.
• Demonstrates knowledge of laboratory information systems.
• Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery.
• Act as a liaison between clients and laboratory staff to ensure timely processing and delivery of results.
• Identifies technical and specimen related problems or discrepancies.
• Retrieves and distributes results to appropriate recipient(s), locates specimen requirements, and troubleshoots specimen test issues which may require basic knowledge of science.
• Aids in preparing the monthly quality reports.
• Serves in the role of preceptor for the training and onboarding of team’s members.
• Provides the Laboratory Information team with any necessary updates to test requirements.
• Clearly identifies issues and confidently submits enhancements or new test builds.
• Suggests solutions to issues and aids as needed to implement those solutions within the department.
• Collaborates with lab managers to implement technical changes needed to resolve the issue.
• Utilizes additional communication methods as necessary.
• May participate in the evaluation of implemented improvement initiatives and activities.

Qualifications

• Educational requirement: High school diploma or GED required; completion of formal phlebotomy training program or equivalent is preferred.
• Experience: Minimum of one year experience as a phlebotomist or health care-oriented background.
• Skills and Knowledge: Excellent customer service skills, maintain an 95% Answer /Call Ratio, Provide testing requirements, Documentation of all customer concerns and clerical tasks, Working knowledge of basic computer applications, such as word and excel.