Clinical Laboratory Customer Service Specialist-Days

The Christ Hospital Health Network•Cincinnati, OH

About The Position

The Clinical Laboratory Customer Service Specialist serves as the primary point of contact between the laboratory and clients, including physicians, healthcare providers, patients, and internal staff. The role provides prompt, professional, and efficient communication; assists with test orders and results; resolves issues; and supports customer satisfaction. The specialist responds to inquiries about laboratory services, test results, procedures, specimen collection requirements, and turnaround times. The role monitors orders, addresses errors or missing information, documents interactions, protects confidential health information, and coordinates with laboratory personnel and logistics teams to support timely specimen collection, processing, and delivery of results. The position also supports laboratory information systems and reflexive orders, helps troubleshoot technical and specimen-related issues, may assist with registration, requisition scanning, send-out tracking, and quality reports, and may train team members. The specialist contributes to process improvements, collaborates with laboratory managers on technical changes, maintains relevant licensure or certification through continuing education, and performs other assigned duties.

Requirements

High school diploma or GED.
At least one year of experience as a phlebotomist or a health care-oriented background.
Excellent customer service skills.
Ability to maintain a 95% answer/call ratio.
Ability to provide testing requirements and document customer concerns and clerical tasks.
Working knowledge of basic computer applications, such as Word and Excel.

Nice To Haves

Completion of a formal phlebotomy training program or equivalent.

Responsibilities

Respond to incoming calls, emails, and inquiries from clients and patients about laboratory services, test results, and procedures.
Provide accurate information about laboratory tests, specimen collection requirements, and turnaround times.
Resolve client issues or escalate complex problems, ensuring follow-up and resolution.
Monitor test orders for errors, delays, or missing information and take corrective action as needed.
Handle confidential health information in compliance with HIPAA and laboratory protocols.
Document client interactions accurately and promptly in the customer service management system.
Identify recurring issues and suggest process enhancements.
Support customer satisfaction and maintain a 95% answer/call ratio.
Demonstrate knowledge of laboratory information systems and reflexive orders and rules.
Coordinate with laboratory personnel, couriers, and logistics teams to support timely sample collection and delivery.
Liaise between clients and laboratory staff to support timely processing and delivery of results.
Identify technical and specimen-related problems or discrepancies.
Retrieve and distribute results to appropriate recipients, locate specimen requirements, and troubleshoot specimen test issues.
May perform registrations, scan requisitions, and assist with monitoring pending send-out logs.
Assist in preparing monthly quality reports.
May serve as a preceptor for training and onboarding team members.
Provide the Laboratory Information team with updates to test requirements and submit enhancements or new test builds.
Suggest solutions to issues and assist with implementing them within the department.
Collaborate with laboratory managers on technical changes needed to resolve issues and use additional communication methods as necessary.
May participate in evaluating improvement initiatives and activities.
Maintain currency in the field and any necessary licensure or certification through continuing education and other professional development activities.
Perform other assigned duties.