Lab Client Services Specialist 1

St. Charles Health System•Bend, OR

1d•$21 - $28•Onsite

About The Position

The Laboratory Client Services Specialist I provides professional and timely customer service to patients, providers, caregivers, and laboratory teams. This position develops working knowledge of laboratory services, workflows, terminology, and systems while following established policies, procedures, and standardized workflows. The Specialist I accurately processes routine requests, orders, inquiries, worklists, and work queues; uses appropriate laboratory, billing, and customer service resources; and escalates complex or non-routine issues appropriately. The position participates in cross-training and ongoing education to expand knowledge and support team flexibility.

Requirements

High school diploma or equivalent.
Minimum one (1) year of paid customer service experience, preferably in a healthcare, medical, laboratory, or call center environment.
Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.
Excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.
Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.
Strong team working and collaborative skills.
Ability to effectively reach consensus with a diverse population with differing needs.
Ability to manage facilitation and consensus building among health care professionals and agencies and achieve expected results.
Ability to work under pressure in a fast-paced environment.
Ability to multi-task and work independently.
Attention to detail.
Excellent organizational skills, written and oral communication, and customer service skills, particularly in dealing with stressful personal interactions.
Strong analytical, problem solving and decision-making skills.
Experience using multiline telephone systems.
Strong computer skills and ability to learn healthcare information systems.
Working knowledge of medical terminology.
Ability to navigate electronic worklists and work queues.
Ability to accurately enter and retrieve information using laboratory and healthcare systems.

Nice To Haves

Associate or Bachelor's degree, or completion of college-level healthcare or science coursework.
Two (2) years of healthcare or customer service experience, including experience with call center operations, medical terminology, laboratory workflows, electronic medical records, insurance verification, CPT/ICD coding, or medical billing.

Responsibilities

Answers and manages incoming laboratory calls, providing timely, professional, and accurate assistance.
Provides information regarding laboratory testing requirements, specimen collection, handling, processing, and expected turnaround times.
Assists providers and clinical staff with laboratory test selection and order entry.
Resolves routine order discrepancies and pending orders; escalates complex issues as appropriate.
Monitors laboratory worklists and work queues and takes appropriate action to ensure timely completion.
Coordinates routine and STAT courier requests according to established workflows and policies.
Communicates critical and priority results according to policy.
Accurately documents client interactions and actions taken.
Supports outreach client retention through proactive service, issue follow-up, and coordination with laboratory leadership when service concerns arise.
Supports the vision, mission and values of the organization in all respects.
Supports the Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
Provides and maintains a safe environment for caregivers, patients and guests.
Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.
May perform additional duties of similar complexity within the organization, as required or assigned.