Customer Service Representative - Nights

Trinity Health•Des Moines, IA

3d•Onsite

About The Position

MercyOne is seeking a Customer Service Representative for their Outreach Lab. This role provides coverage for the MercyOne Des Moines call center, handling multiple phone lines, call transfers, message taking, and providing test information and results. The position utilizes various software systems including Cerner, Atlas, Star, Gajema, Docuware, and Microsoft Office products. Responsibilities include answering phone requests for test results to healthcare personnel, calling results to ordering providers, ensuring accurate electronic documentation, printing and faxing lab reports, filing reports, paging couriers, assisting with courier duties, reviewing reports for missing information, retrieving physician orders, and collaborating with other departments to resolve issues. The role also involves understanding and applying Lean/Six Sigma principles for quality management goals.

Requirements

Driver’s License required
One-year experience in a client services/clerical position required.
Proof of completion of Mandatory Reporter abuse training for child and dependent adult abuse within three (3) months of hire

Nice To Haves

Previous laboratory experience preferred.
Computer experience preferred.
High school diploma or G.E.D. preferred.

Responsibilities

Provide coverage for the MercyOne Des Moines call center.
Answer multiple phone lines, transfer calls, and take accurate messages.
Give out test information and results.
Use Cerner, Atlas, Star, Gajema, Docuware, and Microsoft Office products to complete daily work.
Answer phone requests for test results to physicians and other healthcare personnel.
Call results to ordering provider.
Ensure accurate electronic documentation of calls, faxed reports, etc.
Print and fax lab reports as directed by order.
File lab reports for courier delivery and prepare lab reports for mail, as needed.
Page courier for stat and routine pick-ups.
Assist in courier duties.
Review report(s) for missing information to correct.
Retrieve and review original physician order for demographic information.
Work with other departments to problem solve to provide timely results.
Understand Lean/Six Sigma principles and employ them to meet the quality management goals.