Lab Customer Service Rep - Full Time - Days

Serves as the initial laboratory contact for internal and external healthcare providers, workers, patients and clients. Provides direction and expertise across the continuum of laboratory services. Handles highly confidential information, solves problems of a general nature and facilitates reporting of patient laboratory results.

ACCOUNTABILITIES

1. Receives incoming phone calls for patient information, test results, phlebotomy services for acute care inpatients, homebound patients and ambulatory outpatients, courier services, various problems and special requests. Utilizes a variety of phlebotomy services, draw site locations, various hours of operation and testing menus to meet the requirements of the specific patient. Effectively communicates with clients to clarify patient information or to provide pertinent requestor information. Makes outgoing calls to physicians or patients when an error occurs to request a recollection. Communicates general information to medical, paramedical and lay individuals.

2. Utilizes multiple computer systems to investigate and resolve problems, such as missing specimens, delayed test results/reports, incorrect testing performed, incorrect patient demographics and/or account information.

3. Functions as resource for other ProMedica labs in report retrieval, problem investigation, resolution and test results reporting.

4. Phones and/or faxes results, many critical or stat in nature, to clients. Monitors stat and critical value broadcast printer and call/fax logs to expedite the process.

5. Utilizes various computers and resources to provide information regarding test results, specimen requirements, collection instructions, turnaround times, reference ranges, etc. Provides support to various hospitals, departments and individuals regarding ordering of tests and billing information.

6. Assists in retrieval of specimen to be used for additional tests that are ordered; contacting patients, providers, other laboratory employees, as needed.

7. Maintains knowledge of test synonyms, abbreviations and cross-referencing tests to specimen and container types.

8. Performs lab registration of patients, merging of patient accounts, as required for troubleshooting.

9. Responsible for the tracking of specimens, billing and distribution of results from testing sent to various reference laboratories.

10. Generates and distributes patient reports, billing reports, work aids and/or logs, etc. Performs miscellaneous duties, such as tabulating tests for periodic reporting, billing, dispatching of phlebotomists and/or couriers, general filing, etc.

11. Complies with requirements of accreditation (The Joint Commission, CAP) and regulatory agencies by attending in-services and continuing lab education, participating in process improvement teams and maintaining hospital and departmental policies and procedures, objectives, safety, and infection control. Agrees to comply with HIPAA guidelines and PHI policies.

12. Performs other duties as assigned

Education: High school diploma or equivalent.

Skills: Must be able to understand directions, communicate and respond to inquiries; requires effective interpersonal skills and a high degree of discretion. Must be able to input and retrieve information from a computer. Must be able to operate various office equipment.

PREFERRED QUALIFICATIONS

Years of Experience: Experience in a laboratory, hospital or healthcare office environment. Medical terminology and previous customer service experience are all preferred.

WORKING CONDITIONS

Personal Protective Equipment: Must be prepared to wear when necessary.

Physical Demands: Must be able to move, lift or carry materials or equipment weighing up to 50lbs., up to 10% of the time.

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio.  For more information, please visit www.promedica.org/about-promedica

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org

Equal Opportunity Employer/Drug-Free Workplace