Laboratory Customer Support Associate - Laboratory - FT - Day

A Brief Overview

Serves as a liaison between the Laboratory and its many customers. Communicates with physicians, hospital and clinic employees, and other individuals regarding patient results.

Responsibilities

• Communicates by telephone or written communication with physicians, hospital and clinic employees, and other individuals who have business with departmental employees or pathologists.
• Provides professional telephone customer service to internal and external customers.
• Contacts outpatients for recollects at direction of physician and nursing staff.
• Provides scripted information for patients regarding SV laboratory locations, specimen drop off and patient preparation for testing.
• Enters phone or verbal order into the scheduling computer system.
• Obtains test results for customers.
• Answers questions regarding status of testing and availability of results.
• Phones customers or caregivers to obtain additional test information or missing information on lab requisition as requested.
• Copies special test requests with the appropriate laboratory section and/or clinical pathologist.
• Reports to Lab Leadership any unresolved problems or instances of customer dissatisfaction.
• Maintains a monitor and audit activity of laboratory ordering for compliance purposes at direction of laboratory management.
• Assists in training new personnel in customer support procedures.
• Assists in reordering, canceling or adding on tests when requested.

Requirements

• High School Diploma / GED Required
• 1 year Laboratory or healthcare experience Preferred
• Must possess excellent customer service skills.
• Knowledge and use of medical terminology Preferred
• Ability to utilize health information technology and common office computer applications Preferred

Skills And Abilities

• Excellent customer service skills (Required proficiency)
• Talking to others to convey information effectively (Required proficiency)
• Knowledge and use of medical terminology (Preferred proficiency)
• Ability to utilize health information technology and common office computer applications (Preferred proficiency)

Pay

N/A

Schedule

First Shift (Days - Less than 12 hours per shift)