Clinical Laboratory Processing and Billing Coordinator- Immediate Response Lab- Full Time- Days

About the role

Responsible for monitoring billing processes and making corrections as needed. Manages the timely and accurate posting of charge data for both patient and client-billed accounts. Identifies, corrects, and maintains appropriate billing data within the information system. Handles customer billing inquiries. Serves as a resource for billing and compliance activities. Displays a commitment to customer service while completing assignments and engaging with customers in a polite, attentive, and conscientious manner. Responds thoughtfully to inquiries regarding specimen collection and handling, laboratory intake processes, and test results. Offers advanced troubleshooting and resolution support for laboratory customers.

Responsibilities

Customer Focus

• Builds a positive relationship with customers through phone interactions.
• Assists clients and coordinates with technical departments respectfully to ensure quality service delivery.
• Uses proper telephone etiquette when receiving and transferring calls.
• When taking messages, gathers all necessary details such as the caller's name, date, time, and phone number to ensure accuracy.
• Asks clarifying questions to identify underlying problems and offer solutions.
• Advocates for customers by engaging with them positively and refers to other resources when necessary.
• Uses appropriate laboratory terminology when engaging with customers.
• Accurately provides test results to the appropriate personnel and adheres to policies regarding communication of verbal results.
• Follows guidelines for faxing test results.
• Utilizes established protocols and independent judgment to assess the credibility and accuracy of test results.
• Recognizes and addresses abnormal or unusual patient results, investigates inconsistent findings, and communicates significant data to relevant individuals.
• Evaluates and identifies necessary specifications for specimen collection, ensuring clarity on type, quantity, and handling procedures.
• Maintains excellent customer service and a 95% answer/call ratio.

Billing

• Edits existing claims, adds modifiers, reverses charges, and manages CPT/ICD10 codes.
• Resubmits claims and credits testing when indicated.
• Audits testing to ensure correct billing charges.

Technical

• Efficiently secures and processes written orders, ensuring thorough and accurate documentation.
• Prioritizes stat add-ons with urgency, recognizing their critical role in prompt decision-making.
• Verifies orders that present uncertainties, ensuring clarity and adherence to protocols.
• Maintains the integrity of specimens meant for testing, conducting detailed assessments before accepting requests.

Department Support

• Serves as the on-site technical resource for specimen collection and processing.
• Collects and records all information needed to investigate issues, such as patient details, dates, and tests ordered.
• Informs customers when they can expect a follow-up call.
• Takes necessary steps to fix technical issues and ensure timely solutions.
• Demonstrates strong knowledge of instruments, quality control, and patient testing.
• Provides on-site technical assistance to data entry staff for sample handling.
• Documents customer concerns and understands courier schedules/routes.
• Trains staff in bone marrow collections and processing when assigned.
• Reconciles daily logs and troubleshoots sample issues.
• Monitors order statuses and ensures timely finalization of results.
• Resolves issues with test requests and comprehends complex laboratory orders or regulations.
• Assists clients with venipuncture protocols.
• Processes transplant specimens and conducts complex fluid testing.
• Prepares and sends specialty testing samples using external transportation services.

Process Improvements

• Brings recurring challenges and concerns to the attention of the management team.
• Suggests solutions to issues and aids in implementing those solutions within the department.
• Collaborates with lab managers to implement technical changes needed to resolve issues.
• Utilizes additional communication methods as necessary.
• Anticipates and actively identifies areas for process and system improvement.

Professional Development

• Maintains currency in the field through continuing education, conferences, meetings, in-services, networking, literature, and/or seminars.
• Performs other duties as assigned.

Requirements

• High school diploma required.
• Healthcare certification for MLT/CT is preferred.
• One year of laboratory experience required.
• Previous customer service and phlebotomy experience preferred.

Skills

• Excellent customer service skills, including superior communication skills (verbal, written, and listening).
• Good analytical and problem-solving skills.
• Basic knowledge of medical billing – ICD9 Codes and CPT codes.
• Ability to multi-task effectively in a stressful environment.

Qualifications

• Certified Medical Laboratory Scientist (MLS) or Medical Laboratory Technician (MLT) or certification through other national certifying agency preferred.