Referral Representative II

Responsibilities

• Handle all internal and external customer contact regarding Referral Testing.
• Resolve and follow up with complex customer issues.
• Act as a liaison between internal and external customers and Referral vendors.
• 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.
• 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.
• Advise Customers, Client Services and Sales of test delays.
• 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.
• Track and report metrics required for monitoring Referral Vendor effectiveness.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Other duties as assigned.

Requirements

• Minimum three (3) to five (5) 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 as described above. Ability to stand and work at the bench for long periods of time. 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.
• Skills: Must be detail-oriented, have the ability to work independently, establish work priorities and handle several tasks simultaneously for maximum department efficiency. Demonstrate strong independent problem-solving skills to be able to handle complex and challenging issues. 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.

Qualifications

• High School Diploma or Equivalent.

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
• Best-in-class well-being programs.
• Annoyous 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 and so much more!