Lab Customer Service Rep

Emory Healthcare • Atlanta, GA

8h • Onsite

About The Position

This role involves registering patient specimens for in-house or referral testing, retrieving billing information, and managing customer inquiries via telephone. The representative acts as a liaison between customers and various departments, distributes patient lab reports, and maintains a professional image. Key responsibilities also include managing supply inventory, resolving registration and ordering problems, and escalating issues to a supervisor when necessary. The position requires proficiency in computer programs for data tracking and documentation, and involves continuous professional development through educational in-services and training. The role also includes troubleshooting specimen, result, and billing issues, responding to medical staff inquiries, and serving as a liaison between the laboratory and medical/nursing staff regarding specimen handling. The representative reviews test requisitions, verifies insurance, and triages specimens to appropriate testing facilities, ensuring follow-up on incomplete orders.

Requirements

• High School diploma or equivalent required.

Nice To Haves

• Associate's or Bachelor's degree preferred.
• Three years phlebotomy, processing, or customer service experience preferred.
• Phlebotomy certification preferred.

Responsibilities

• Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems.
• Answers and routes telephone calls from customers.
• Provides information to customers and solicits information to triage calls to disseminate to appropriate departments.
• Acts as liaison between customer and various departments.
• Accesses, prints, and distributes patient lab reports to appropriate patient care areas.
• Projects a professional image through formal and informal communication to internal and external customers.
• Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability.
• Evaluates new products as available.
• Takes prompt action to resolve any problem with the registration or ordering of specimens.
• Escalates to supervisor when needed.
• Accurately places order on patient samples.
• Investigates and resolves all problems and provides documentation for monthly quality management reports.
• Answers and routes telephone calls efficiently and professionally providing information as needed and/or soliciting information to triage calls to appropriate departments.
• Works with supervisor to formulate plan for professional development.
• Attends educational in-services and training classes for various computer systems as necessary.
• Is proficient in computer programs necessary to track and document work related data.
• Troubleshoots and resolves problems related to specimens, results, billing.
• Responds to telephone inquiries from medical staff concerning status of patient testing.
• Serves as liaison between the laboratory and medical and nursing staff regarding ordering, collection and processing of patient specimens.
• Reviews test requisitions and specimen labels for accurate information and orders tests appropriately.
• Follows up on all tests with incomplete information or questionable test orders.
• Verifies and updates insurance information and triages specimens to the proper testing facility.
• Perform other duties as assigned or requested.

What This Job Offers

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