Clinical Lab Customer Service Representative - Evening Shift

Stanford Health Care•Newark, CA

7h•$35 - $39•Remote

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 established procedures, the representative reports critical patient results to RNs and physicians, answers telephone inquiries related to the hospital and clinical laboratory, retrieves, sorts and files paperwork, prints requisitions, and performs other laboratory customer service activities. The role is full-time on an evening shift and is listed as remote in the United States. The representative provides prompt, accurate service to clinicians, patients, and other clients. Duties include communicating approved laboratory and patient information, documenting and following up on inquiries, organizing and distributing test reports, supporting specimen and appointment needs, correcting accessioning issues, and maintaining department procedures. Employees are expected to follow Stanford Health Care’s C-I-CARE principles to support an exceptional patient and family experience.

Requirements

Associate degree from an accredited college or university, or equivalent years of experience.
Three years of progressively responsible, directly related customer service and/or laboratory work experience in a healthcare setting.
Experience handling high call volumes, telephone work, data entry, and public contact.
Familiarity with and understanding of medical terminology.
Ability to establish positive, customer-oriented working relationships with professionals, staff, clients, patients, nurses, physicians, and laboratory personnel.
Ability to organize, prioritize, multitask, and adapt to changing priorities.
Ability to handle sensitive patient data carefully and confidentially.
Polished telephone etiquette and clear, effective communication skills.
Verbal, written, and interpersonal business communication skills.
Ability to type 60 words per minute.
Ability to learn 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, gather information from multiple sources, and solve moderately complex laboratory problems.
Ability to perform duties independently 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 calls to the appropriate department, 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 required turnaround time.
Assist RNs and physicians 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 send results by fax or mail as requested.
Enter patient data into multiple software applications according to instructions and established procedures.
Troubleshoot incorrect accessioning errors, request requisition copies from the main lab, and notify management when accessioning corrections are required.
Process the monthly Human Leukocyte Antigen (HLA) billing kit.
Schedule patient appointments and provide appointment reminders and instructions.
Assist with updating and maintaining departmental procedure manuals.
Perform other duties as required.
Apply Stanford Health Care’s C-I-CARE standards and experience pillars in interactions with patients, families, and colleagues.