Client Services Representative 1

Oregon Health & Science University•Portland, OR

12d

About The Position

The purpose of this position is to provide technical support for patient care activities in the laboratory by performing client services functions, such as receiving and making telephone calls, ordering tests, resulting tests, billing functions, and paperwork filing. The person filling this position will be of professional demeanor and perform their duties with an attitude which will best serve the clients of the department, OHSU, and outside the organization.

Requirements

Associate’s Degree and 2 years experience in a customer service role and familiarity with medical terminology; OR 4 years experience in a customer service role and familiarity with medical terminology; AND 1 year clinical or research lab experience.

Nice To Haves

Bachelors degree
Training or experience demonstrating the knowledge of basic laboratory techniques; knowledge of laboratory terminology, equipment, and materials; familiarity with medical terminology; knowledge of basic math and ability to follow formulas accurately; ability to keep accurate records in conformance with laboratory procedures; ability to follow written and verbal procedures (instructions); has demonstrated exceptional customer service and telephone communication skills
Training or experience demonstrating proficiency with healthcare/lab information systems.

Responsibilities

Performs client services duties
Answers multi-line telephone, and provides a pleasant and professional telephone manner as frontline representative of the laboratory
Assists needs of callers in all aspects of laboratory operations
Transfers or refers calls or confers with other areas of lab or hospital as needed
Follows up on all client questions and problems within the same working day
Monitors reports to ensure reconciliation of test orders and send-outs
Identifies, resolves, and actively participates in resolving service issues.
Performs other client services duties such as: phoning abnormal and critical results, generating and faxing reports, reporting results for interpretive tests, mailing outpatient and doctor reports, providing pricing and price lists, etc.
Scans reports, results, and maintains paper and electronic document systems to allow easy retrieval of paperwork
Performs troubleshooting for referred tests, such as ARUP Exception Handling and monitoring overdue specimen reports
Orders tests from outside locations that are faxed or brought by patients to the lab in Epic
Accurately enters results of referred tests into the lab computer
Reviews and verifies results, files reports, maintains orderly paper information system
Retrieves results from electronic referral lab websites and portals for entry into LIS
Using Hospital Information System, checks for previous patient information, obtains and enters current insurance information, interfaces with patient accounts office as necessary
Corrects billing errors for all departments using Beaker reports
Bills tests using established procedures
Monitors test receipt, ensures tests are sent to the appropriate referral lab, and ensures test information is filtered to the appropriate individuals.
Cancels and credits tests as necessary or forwards to LIS billing specialist for crediting
Trains new employees
Assists with miscellaneous tasks as requested, such as organization of electronic filing system, maintaining inventory, special projects, etc.
Reports potential compliance problems using the reporting processes as outlined in the Code of Conduct
Completes competency exercises, annual review of policy & procedure manuals and safety review
Attends and participates in training programs and staff meetings
Ability to work independently within established guidelines, to adjust to rapidly changing priorities, to communicate and work effectively within a group
Performs requirements for Staff Members as outlined in Compliance Roles and Responsibilities in OHSU Hospitals and Clinics and understands and complies with the Code of Conduct, OHSU and departmental policies and procedures, and other applicable procedures, rules and regulations.
Communicates and works effectively as part of a team, and interacts with a variety of clients including doctors, nurses, laboratory staff and patients, maintaining a customer service focus at all times
Carries out job responsibilities ethically, professionally, and with personal integrity, and functions as part of the team exhibiting excellent communication, teamwork, and customer service skills.