CRC Agent

ARUP Laboratories•,

About The Position

The CRC Agent provides technical and preanalytic support services for a designated division of technical operations and clients. The role includes specimen evaluation and processing, problem solving, exception handling, and customer service. Within six months, the agent is expected to demonstrate competence in the policies, procedures, and processes associated with excellent customer service. The agent contacts clients about specimen integrity, volume, test clarification, and compromised or missing specimens, and serves as a supportive link between internal and external ARUP customers through professional phone, email, and other communications. The agent facilitates communication by navigating computer and phone systems and following corporate and departmental standard operating procedures. Responsibilities include supporting customer relationships, creating and modifying patient orders and demographics, researching testing and specimen requests, assessing specimen acceptability, processing add-on testing, and helping customers use available resources and applications. The role also involves learning laboratory information systems, handling customer and laboratory calls, managing and documenting cases, monitoring assigned new clients, and supporting client training and Except Reduction initiatives. ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology, based in Salt Lake City, Utah. The organization describes its culture as committed to accountability, integrity, service, excellence, diversity, professional growth, and continuous development.

Requirements

Demonstrate competence within six months in the customer-service policies, procedures, and processes associated with the role.
Communicate frequently and effectively with others.
Follow corporate and departmental standard operating procedures.
Use computer and phone systems to support internal and external communications.
Meet the role's physical requirements, including occasional stooping, reaching, and movement between work sites and within the office; remaining stationary for most of the time; fine motor activity such as typing; and close, far, peripheral, and color vision.
Use personal protective equipment in accordance with CDC and OSHA regulations and company policies.

Responsibilities

Build and maintain customer relationships through positive, professional, and empathetic communications.
Create and modify patient orders and demographics using complex ordering procedures and multiple ordering systems.
Prioritize, research, and respond to requests for test information, specimen requirements, supplies, and fees for vendor and internal testing.
Evaluate specimens for acceptability, follow procedures for specimens that do not meet acceptance criteria, and initiate problem resolution.
Process requests for add-on testing.
Develop proficiency with laboratory information systems, including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept.
Receive and initiate telephone calls to and from customers and laboratories in a timely and courteous manner; provide verified test results available in the LIS to authenticated individuals when requested.
Provide customers with education, guidance, and troubleshooting regarding available resources and application utility.
Foster communication and provide exceptional customer service in professional interactions.
Use careful deliberation and judgment in handling complex job requirements and responsibilities to serve patients, clients, and ARUP.
Manage information through case ownership, prioritization, handling, documentation, reporting, and follow-through as appropriate.
Maintain accurate, thorough, timely, and high-quality performance.
Monitor assigned new ARUP clients and provide weekly reports to Account Executives.
Provide data, client training, and client communication as needed for departmental and corporate Except Reduction initiatives.
Perform other duties as assigned.
Follow ARUP policies and procedures and use required personal protective equipment in the biohazard laboratory environment.