Referral Representative I

Quest Diagnostics · Pittsburgh, PA · 3 mo ago

Healthcare$18.51/hrFull-time

About the role

Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors.

Responsibilities

Retrieve, sort and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy.
Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
Responsible for filing departmental documents.
Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
Report laboratory results using established protocols.
Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
Perform investigations and provide resolution to complex Referral Testing issues.
Research test availability using established protocol for selecting a referral vendor.
Aid Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification.
Document thoroughly; elevate issues of concern to supervisor.
Identify and escalate Reportable Quality incidents to supervisors.
Maintain work area in a safe, functional and sanitary condition.
Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.

Requirements

Minimum one (1) to two (2) years clinical laboratory experience.
Preferred Work Experience: Customer service and/or medical background preferred.
Physical And Mental Requirements: The normal performance of duties may require lifting and carrying objects.
Knowledge: Basic understanding of the operations of Client Services and Specimen Processing. Thorough understanding of Referral Testing. Basic medical terminology applicable to clinical laboratory.

Qualifications

High School Diploma or Equivalent.

Skills

Detail-oriented.
Independent work ability.
Work priority establishment.
Simultaneous task handling.
Customer service and/or medical background.
Problem-solving skills.
Interpersonal skills.
Confidentiality.
Data entry proficiency.
Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems proficiency.

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
Best-in-class well-being programs.
Annual, no-cost health assessment program.
Blueprint for Wellness®healthyMINDS mental health program.
Vacation and Health/Flex Time.
6 Holidays plus 1 "MyDay" off.
FinFit financial coaching and services.
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
Employee stock purchase plan.
Life and disability insurance, plus buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.

Pay

Pay range: Minimum of $18.51+ per hour; Employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered.

Schedule

Monday to Friday, 9:00 PM to 5:30 AM, with rotational weekends.