Lab Assistant (Referral Representative I)
About The Position
The Lab Assistant (Referral Representative I) position is responsible for handling all internal and external customer contact regarding Referral Testing. This role involves receiving, resolving, and following up with complex customer issues, and acting as a liaison between internal and external customers and Referral vendors. The position requires retrieving, sorting, and processing specimens for shipment to referral laboratories, ensuring sample quality and accuracy, and preparing specimens and packages for shipment according to IATA regulations. Additionally, the role involves handling customer inquiries regarding reporting of results, service failures, and other quality issues to ensure customer satisfaction, reporting laboratory results, and contacting clients to resolve routine or medical/technical matters. The Lab Assistant will also perform investigations and provide resolutions to complex Referral Testing issues, research test availability, and assist Client Services, Customers, and Sales by answering questions and responding to concerns. Communication of tests not performed (TNP's) and lab accidents to clients within 24 hours of notification, documenting thoroughly, and escalating issues of concern to supervisors are key responsibilities. The role also includes identifying and escalating Reportable Quality incidents, maintaining a safe and sanitary work area, and adhering to all established CLIA, HIPAA, OSHA, and laboratory safety requirements. Use of personal protective equipment, engineering controls, and work practice controls as directed by management is required. Other duties as assigned.
Requirements
- Minimum one (1) to two (2) years clinical laboratory experience.
- Basic understanding of the operations of Client Services and Specimen Processing.
- Thorough understanding of Referral Testing.
- Basic medical terminology applicable to clinical laboratory.
- Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
- Demonstrate strong independent problem-solving skills.
- Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients.
- Communication skills necessary to handle telephone inquiries from clients and vendors.
- Ability to deal with patient and client information in a confidential manner.
- Good data entry skills required.
- Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
- High School Diploma or Equivalent (Required)
Nice To Haves
- Customer service and/or medical background preferred.
Responsibilities
- Retrieve, sort and process specimens for shipment to referral laboratories.
- Ensure sample quality and accuracy.
- Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
- Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
- Responsible for filing departmental documents.
- Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
- 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.
- Perform investigations and provide resolution to complex Referral Testing issues.
- Research test availability using established protocol for selecting a referral vendor.
- Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
- Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification.
- Document thoroughly; elevate issues of concern to supervisor.
- Identify and escalate Reportable Quality incidents to supervisors.
- Maintain work area in a safe, functional and sanitary condition.
- Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
- Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
- Other duties as assigned.
Benefits
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program
- Blueprint for Wellness® healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
