Referral Representative II

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.
• Identifies 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.
• 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.
• Resolve interface exception logs and ensure exceptions are resolved in a timely manner.
• Issue revised reports as necessary in accordance with defined guidelines.
• Identify and escalate Reportable Quality incidents to supervisors.
• Troubleshoot referral issues and notify supervisor of potential problems.
• Assist in training Referral Assistant and Referral Rep I.
• Participate in special projects regarding Referral Testing.

Requirements

• Minimum three (3) to five (5) years clinical laboratory experience.
• Customer service and/or medical background preferred.
• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.
• Ability to stand and work at the bench for long periods of time. Frequent walking and/or standing.
• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.

Qualifications

• Required Work Experience: 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: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance. 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.
• Education: High School Diploma or Equivalent (Required).

Benefits

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours Best-in-class well-being programsAnnual, no-cost health assessment program Blueprint for Wellness®healthyMINDS mental health programVacation and Health/Flex Time6 Holidays plus 1 "MyDay" offFinFit financial coaching and services401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of serviceEmployee stock purchase planLife and disability insurance, plus buy-up optionFlexible Spending AccountsAnnual incentive plansMatching gifts programEducation assistance through MyQuest for EducationCareer advancement opportunitiesand so much more!