Lab Customer Service Rep

Emory•Atlanta, GA

1d•Onsite

About The Position

This position involves registering patient specimens for in-house or referral testing and retrieving appropriate billing information from various electronic systems. The representative will answer and route telephone calls from customers, providing information and triaging calls to the correct departments. They act as a liaison between customers and various departments, accessing, printing, and distributing patient lab reports. The role requires projecting a professional image, ordering and maintaining supply inventory, and evaluating new products. The representative is responsible for promptly resolving problems with specimen registration or ordering, escalating issues to a supervisor when necessary, and accurately placing orders on patient samples. They will investigate and resolve problems, providing documentation for monthly quality management reports, and work with a supervisor on professional development. Attending educational in-services and training classes for computer systems is required, along with proficiency in relevant computer programs. The role also includes troubleshooting issues related to specimens, results, and billing, responding to medical staff inquiries about patient testing status, and serving as a liaison between the laboratory and medical/nursing staff regarding specimen ordering, collection, and processing. Reviewing test requisitions and specimen labels for accuracy, following up on incomplete information, and verifying/updating insurance details are also key responsibilities.

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.