Clinical Lab Customer Service Representative - Evening Shift

Stanford Health Care•Newark, NJ

1d•$35 - $39•Onsite

About The Position

The Clinical Customer Service Representative is a member of the Anatomic Pathology and Clinical Laboratory team and reports directly to the Clinical Laboratory Customer Service Supervisor. Under general supervision and according to established procedures, the representative reports critical patient results to RNs and MDs; promptly answers telephone inquiries related to the hospital and clinical laboratory; retrieves, sorts, and files paperwork; prints requisitions; and performs other laboratory customer service tasks and activities. The role provides approved information to physicians, physician office staff, nursing personnel, and other clients, including specimen status, collection and transport requirements, test results, normal ranges, and billing information. It also supports documentation and communication of patient results, appointment scheduling, accessioning corrections, HLA billing-kit processing, and maintenance of department procedure manuals. Employees are expected to follow Stanford Health Care’s C-I-CARE standards and support an exceptional, patient- and family-centered experience through anticipating needs, guiding actions, and coordinating care.

Requirements

Associate degree from an accredited college or university, or equivalent years of experience.
Three years of progressively responsible and directly related customer service and/or laboratory work experience in a healthcare setting, including high-volume telephone work, data entry, and public contact.
Familiarity with and understanding of medical terminology.
Ability to establish positive, customer-oriented working relationships with high-level professionals, technical and non-technical staff, and clients, including patients, nurses, physicians, laboratory technicians and scientists, and management.
Ability to organize, prioritize, multitask, and adapt to changing priorities.
Ability to handle sensitive patient data carefully and confidentially.
Polished telephone etiquette and ability to communicate clearly and effectively.
Demonstrated verbal, written, and interpersonal business communication skills.
Ability to type 60 words per minute.
Ability to learn new procedures and adapt to technological changes in the laboratory.
Demonstrated problem-solving skills.
Ability to navigate multiple software applications, including electronic medical record systems.
Analytical ability to answer complex questions, direct calls, obtain information from several sources, and solve moderately complex laboratory problems.
Ability to perform duties self-sufficiently with minimal direction.

Responsibilities

Answer telephone calls promptly and provide approved information about specimen status, collection and transport requirements, test results, normal ranges, and billing; document inquiries and promptly call back when information is not immediately available.
Route or direct calls to appropriate areas, faculty, management, or staff, and ensure follow-up for all inquiries.
Accurately interpret, report, and document critical patient results to the ordering physician or RN within the allotted turnaround time, including interpretation of normal and abnormal results.
Assist RNs and MDs by phone with specimen requirements, draw inquiries, and add-on testing instructions.
Ensure patient communication needs are met, requests receive follow-up, questions are answered promptly, and quality assurance processes are maintained.
Promptly document and organize patient test-result reports and communicate them as requested, including faxing or mailing results and entering patient data into software applications according to instructions and procedures.
Troubleshoot incorrect accessioning errors, request copies of requisitions from the main lab, and notify management when accessioning corrections are needed.
Process the monthly Human Leukocyte Antigen (HLA) billing kit.
Schedule patient appointments and provide appointment reminders and instructions.
Assist in updating and maintaining department procedure manuals.
Perform other duties as required.
Apply Stanford Health Care C-I-CARE standards in interactions with patients, families, and colleagues.