Client Services Representative - Lab

SUMMARY:

The Laboratory Client Services Representative is responsible for working cooperatively with Clinical staff and patients promoting professional and respectful interactions. Serves as an informational representative of clinical departments providing Laboratory information in response to patient and Clinical laboratory practices and inquiries while maintaining laboratory documents and ensuring quality control.

ESSENTIAL FUNCTIONS:

Serves as an informational representative of clinical departments providing laboratory related information in response to patient and Clinical laboratory practices and inquiries.

Consults with physicians with regard to test results, technical issues, etc.

Provides an efficient and efficacious liaison between testing departments, results, reference laboratories, and shipping departments.

Researches, resolves and documents specimen or testing issues and communicates to customers as needed.

Acts as resource for customers, providing test information, results, ordering instructions in HIS.

Act as liaison with reference lab for all customer service issues.

Ensures that patient’s specimen rejections, Quality Not Sufficient (QNS), and Duplicate Patient Record, are communicated to the client in a timely manner.

Telephones STAT. ASAP, routine and critical test results, and other confidential information to authorized individuals.

Handles incoming and outgoing telephone calls; exercises judgment as to urgency or other nature of calls and directs them to appropriate client or personnel.

Performs office functions such as filing, copying, faxing, and distribution of laboratory documents.

Processes, checks, and maintains various laboratory records and data.

Logs or enters laboratory results, ensuring appropriateness of values sent by the reference laboratory, as compared to QA/QC ranges.

Assists with training of assigned personnel.

Resolves problem specimens according to specific requirements.

Searches and/or retrieve mislabeled, quantity-not-sufficient, or unlabelled specimens.

Enters and retrieves data utilizing knowledge of various computer software packages.

Operates a personal computer, calculator, fax machine, copy machine or related office machinery in performing assigned duties.

Adheres to TMC organizational and department-specific safety, confidentiality, values policies and standards.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION: High school diploma or general education degree (GED), or an equivalent combination of relevant education and experience.

EXPERIENCE: Six (6) months customer service experience required.  Laboratory experience preferred.

LICENSURE OR CERTIFICATION: None required.

KNOWLEDGE, SKILLS AND ABILITIES:

·         Must have the ability to interact effectively and professionally with providers & patients.

·         Knowledge of lab test and orders.

·         Effective verbal and written communications, especially listening skills.

·         Advanced computer skills.

·         Must have the ability to multitask.

·         Knowledge of office management best practices.

·         Skill is customer service protocol in person and via telephone.

·         Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

·         Ability to prepare routine reports, business correspondence, and procedure manuals.

·         Ability to effectively present information and respond to inquiries or complaints form employees, patients and/or their representatives, and the general public.

·         Ability to add and subtract two-digit numbers; ability to read a clock and accurately document time.

·         Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

·         Ability to deal with problems involving several concrete variables in standardized situations.