Lab Customer Service Rep II

Corewell Health • Royal Oak, MI

1d • Onsite

About The Position

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

Requirements

• High School Diploma or equivalent
• 1 year of relevant experience
• Microsoft/ Windows experience
• type 30 wpm

Responsibilities

• Answer incoming calls, gathering and documenting appropriate customer information.
• Communicate customer needs to the appropriate lab department or team for resolution and action.
• Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information. Appropriately activate, convert and discharge visits on one contact. Register appropriately following the Corporate Registration Process.
• Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.
• Provide information to customers regarding patient test results and status of test results.
• Call critical and stat laboratory results and document communication in appropriate system.
• Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.
• Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.
• Relay information and requests to customers in the form of patient reports, requisitions and faxes.

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
• Traditional and Roth retirement options with service contribution and match savings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED