Testing Services Representative - Full-time / Part-time

Summary:

The Testing Service Representative maintains a friendly and helpful disposition while collecting and documenting patient INR results in real time and communicating with prescribing Health Care Professional (HCP) as outlined by HCP orders and Alere Home Monitoring policies, procedures and standards of excellence. Monitoring and assisting patients with PST compliance, while adhering to clinical protocols, is of the upmost importance.

Primary Responsibilities:

• Collects/receives INR results from patient.
• Utilizes call scripting provided when conducting patient phone calls.
• Enters INR results into appropriate collection application.
• Contacts patient and/or physician for INR results that fall in an “out of range” or “critical values” category as directed by the HCP and as outlined by Alere Home Monitoring policies and procedures.
• Monitors and assists in patient testing compliance using appropriate application(s), reminder phone calls; documenting interactions and results, and producing follow-up letters.
• Documents all patient interactions in the “Memo” section of the patient file in EMR (SA).
• Maintains and enters new patient data into appropriate computer database (SS).
• Demonstrates basic knowledge of products used to obtain INR results which are distributed by Alere Home Monitoring so assistance can be provided to patients with minor “trouble shooting” problems before escalating to Patient Outreach.
• Communicates to Testing Services Supervisor or Manager any unusual patient issues that are not addressed on call scripts, as they arise.
• Processes patient requested orders for testing supplies.
• Processes “intro” faxes for all new patients with initial training results.
• Performs weekend coverage duties as assigned by Testing Supervisor or Manager.
• Performs other Testing Services related duties as assigned.
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.

Secondary Responsibilities
• Understands and adheres to business processes and procedures.
• Assists with implementation of work flow productivity improvements.
• Maintains a culture of accountability in area of responsibility.
• Assists with any special projects as directed by supervisor or manager.

Education & Experience
• High School Diploma or equivalent required.
• Associates degree or equivalent preferred.
• Data processing or customer service experience preferred.

Certificates
• Continued self-improvement courses & seminars as related to the position along with any programs provided by Alere Home Monitoring.

Abilities
• Ability to use effective problem solving techniques.
• Ability to make decisions within company guidelines.
• Ability to be goal oriented and results focused.
• Ability to organize activities and meet set deadlines.
• Ability to communicate clearly and concisely, both in writing & verbally, with others in a professional manner.
• Ability to understand the position and its relation to the overall company service process.
• Ability to use efficient time management skills.
• Ability to perform effectively in current position.
• Ability to attend job related courses & seminars as required.
• Ability to use office equipment that is relevant to job functions.

Skills
• Detail Oriented
• Strong Computer/Software Skills
• Communication & Writing Skills
• Organization/Time Management Skills
• Human Relations Skills
• Superior Customer Service Skills
• High degree of professionalism

Equipment Usage
• Telephone
• Fax / Photocopier / Scanner
• Computer/software
• Calculator

Physical Abilities
• Ability to sit for long periods working on computer and/or using phone.