Inside Client Service Representative

About the role

We are looking for an Inside Client Service Representative to provide exceptional service to our clients and patients within our laboratory environment. This role focuses on assisting with laboratory test orders, results, test information, and problem resolution, all within a supportive telephone service center setting.

Responsibilities

• Monitor and research reasons for missing results.
• Absorb and access information about health fairs.
• Accession drug screens and report results.
• Log and communicate will-call pickup requests from clients to Interpath courier staff.
• Use computer skills, use of fax server, fax machine, copy machine and printers, filing.
• Understand and adhere to HIPAA policies, procedures and regulations to assure patient confidentiality.
• Participate in departmental quality assurance monitors.
• Follow all established I.Q. protocols.
• Perform other work-related duties as assigned.

Requirements

• Significant understanding of phlebotomy, specimen processing, testing and courier routes, as well as general understanding of other departments and how they interact with Inside Client Services is necessary.
• Function as a skilled resource to clients and laboratory staff regarding test guidelines and procedures.
• Investigate and accurately resolve problems for clients and laboratory staff.
• Proactively identify, research and analyze root causes and trends affecting clients and/or patients; assist in creating solutions.
• Report critical value results, communicable diseases and other verbal, faxed or mailed results as required.
• Understand and follow Medicare medical necessity requirements and Advance Beneficiary Notices (ABNs).
• Enter and modify orders in laboratory information system software, including new, existing and standing orders as well as added tests and test cancels.
• Document and collect data through Client Relationship Management (CRM) software.
• Accurately quote test pricing to Interpath clients, patients and laboratory staff.
• Interact with reference laboratories for data entry and problem resolution.

Skills & Competencies

• Strong analytical and communication skills.
• Excellent customer service abilities.
• High-level computer skills.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Knowledge of medical terminology is a plus.

Physical Requirements

• Ability to sit for extended periods while working at a desk or computer.
• Occasional standing, walking, or bending to retrieve files or office supplies.
• Ability to use a computer, keyboard, and phone for extended periods.
• Ability to lift up to 25 pounds for occasional office tasks (e.g., handling paperwork or equipment).

About Us

Interpath Laboratory is a family-owned and operated clinical and anatomic pathology laboratory serving communities across Oregon, Washington, Nebraska, and Idaho. With more than 90 locations and over 60 years of steady growth, we are one of the Pacific Northwest’s leading independent laboratories, with plans for continued and strategic expansion into the Midwest. We are known for delivering rapid, reliable, and cost-effective laboratory testing while maintaining the flexibility, innovation, and personal connection that come from remaining independent. Our success is built on strong relationships—with our clients, our patients, and most importantly, our employees. At Interpath, we foster a collaborative, supportive work environment where teamwork, professionalism, and positive attitudes matter. We believe great results start with great people, and we are committed to creating a workplace where employees can build meaningful careers while making a real impact in the communities we serve. We are excited to share with you a short video that shows why the Interpath family is so special. Please click here: https://youtu.be/iMaXUt6s9rg.