Lab Call Center Part time

Corewell Health • Grand Rapids, MI

23h • Onsite

About The Position

The Lab Call Center Representative is responsible for providing accurate and consistent information to providers, staff, and/or patients regarding clinical laboratory operations. This role covers preanalytical and postanalytical processes and procedures, including specimen processing, issue resolution, and results reporting. The Representative will utilize Epic for documenting all work, ensuring adherence to standard operating procedures for recording, addressing, and resolving issues, specimen processing tasks, and inquiries in a timely manner. Collaboration with all lab departments and healthcare providers using lab services is essential.

Requirements

• High School Diploma or equivalent

Nice To Haves

• Associate's Degree
• 1 year of relevant experience
• Related call center, specimen processing, and/or customer service experience.

Responsibilities

• Responds to providers, clinical staff or patient clinical inquires via phone, email, chat, PerfectServe or EMR, and in doing so ensures exceptional customer experiences and confirms customer’s understanding of information.
• Assesses complexity and priority of work and escalates processing/calls/resulting as appropriate, and documents all relevant clinical information and summary of interactions in EMR.
• Contacts providers, patients or staff with sensitive (I.e. HIPAA/PHI information) or critical clinical information related to patient laboratory testing in a timely manner.
• May processes specimens shipped to outside labs according to laboratory protocol and federal shipping guidelines to ensure specimen integrity, appropriateness of specimen and volume, accurate test orders and test information.
• Collaborates with other departments to determine the root cause of specimen or testing issues and creates an appropriate follow up so the issues are addressed and performs service recovery as needed.
• May perform patient registration, billing functions and/or high complexity/regulatory collections.
• Verifies test results, distributes client reports, including specialty reports and reportable results, according to established schedules and protocols; handles STAT, phone and fax requests per established protocols.
• Investigation of test availability, pricing, specimen requirements, and oversight of send-out cost containment and proper test utilization.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance, pet insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED