Clinical Referral Representative

Cynet Systems•Marlborough, MA

About The Position

The Clinical Referral Representative handles internal and external customer contact regarding referral testing, resolves and follows up on complex customer issues, and serves as a liaison between customers and referral vendors. The role retrieves, sorts, and processes specimens for shipment to referral laboratories, verifies sample quality and accuracy, and prepares compliant shipments. It also handles inquiries and reporting, contacts clients about testing and results, investigates complex referral-testing issues, and supports client services, customers, and sales. The representative documents and escalates quality concerns, maintains a safe and sanitary work area, and follows laboratory safety and regulatory requirements.

Requirements

At least 1 year of clinical laboratory experience.
High school diploma or equivalent.
Basic understanding of client-services operations and specimen processing.
Thorough understanding of referral testing.
Basic medical terminology applicable to a clinical laboratory.
Detail-oriented, with the ability to work independently, establish priorities, and manage several tasks simultaneously.
Strong independent problem-solving skills.
Strong interpersonal skills to interact courteously and effectively with supervisors, coworkers, and clients.
Strong communication skills for handling telephone inquiries from clients and vendors.
Ability to handle patient and client information confidentially.
Good data-entry skills.
Proficiency in Microsoft Office (Word, Excel, and Outlook) and Laboratory Information Systems.

Nice To Haves

Customer service background.
Medical background.

Responsibilities

Retrieve, sort, and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy by identifying specimen-type problems, missing information, incorrect temperature, and insufficient quantity.
Prepare specimens and packages for shipment in compliance with IATA regulations.
File departmental documents.
Handle customer inquiries regarding result reporting, service failures, and other quality issues.
Report laboratory results using established protocols.
Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
Investigate and resolve complex referral-testing issues.
Research test availability using established protocols for selecting a referral vendor.
Assist client services, customers, and sales by answering questions and responding to concerns in a timely manner.
Notify clients of tests not performed and laboratory accidents within 24 hours of notification, document thoroughly, and elevate concerns to management.
Identify and escalate reportable quality incidents to supervisors.
Maintain a safe, functional, and sanitary work area.
Follow CLIA, HIPAA, OSHA, and laboratory safety requirements.
Use personal protective equipment, engineering controls, and work-practice controls as directed by management.
Perform other duties as assigned.