Customer Service Specialist - FT Days

Responsibilities

• Oversees and performs Receiving and registering Laboratory patients/specimens into Horizon and/or Cerner, ensuring that all physicians’ orders are interpreted, ordered, and properly charged to enable the hospital to be reimbursed properly.
• Oversees and performs all duties assigned to properly preparing specimens for sending out to outside reference laboratories. This function requires the incumbent to ensure the specimen is prepared according to laboratory specifications.
• Oversees the printing of necessary reports, including but not limited to interim reports, contract reports, outpatient summary reports, single summary reports, Faxed reports etc. The incumbent also completes the phoning of panic results to the physician when requested. Acquiring physician reports and prepares for mailing or delivery. Ensures all results are addressed and clearly legible.
• Receives all incoming phone calls, screens and directs calls to appropriate staff members. The incumbent also assists callers with patient results, outpatient and inpatient prices, requirements of test, turnaround times, etc. Receives requests for result and performs appropriate computer functions to provide information to caller, requirements of test, turnaround times, etc. Receives requests for result and performs appropriate computer functions to provide information to caller.
• Responsible in conjunction with Laboratory Manager to train and monitor all employees on proper phone etiquette in order to exceed AIDET, Studer, Press Ganey and HCAHPS patient and staff satisfaction surveys. Incumbent needs to “Lead by Example” when it comes to these goals so the staff can emulate this position’s performance.
• This position must be able to become a liaison with the medical and nursing staff when it comes to obtaining laboratory results. Incumbent must gain the trust of the medical and nursing staff and develop staff to gain that same trust when absent.

Qualifications

• Education: High School or equivalent
• Experience: 5 years of Medical or Laboratory Office