Referral Representative I

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.
• Assist 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.
• Required to use personal protective equipment, engineering controls, and/or work practice controls as directed by management.

Qualifications

• Required Work Experience: Minimum of one (1) to two (2) years of clinical laboratory experience.
• Preferred Work Experience: Customer service and/or medical background preferred.

Skills

• Detail-oriented with the ability to work independently, establish work priorities, and handle several tasks simultaneously for maximum department efficiency.
• Strong independent problem-solving skills.
• Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers, and clients.
• Communication skills necessary to handle telephone inquiries from clients and vendors.
• Ability to deal with patient and client information in a confidential manner.
• Good data entry skills required.
• Proficiency in Microsoft Office (Word, Excel, and Outlook) and Laboratory Information Systems.

Education

High School Diploma or Equivalent (Required)

Pay

Pay range: $17.20+ per hour; employee may be eligible to receive a shift differential of 10% for some or all hours worked on the second shift and 15% for some or all hours worked on the 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. Successful candidates may be eligible to receive annual performance bonus compensation.

Schedule

Monday to Friday, 2:00 PM to 10:30 PM, with rotational weekends.

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.

Physical and Mental Requirements

• Ability to lift and carry objects: Objects 1 to 10 pounds frequently; objects 11 to 25 pounds occasionally; objects 36 to 50 pounds seldom; objects over 50 pounds not without assistance.
• Ability to stand and work at the bench for long periods.
• Frequent walking and/or standing.

Knowledge

• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.

About the Team

Quest Diagnostics honors our service members and encourages veterans to apply.