Lab Customer Support Representative
About The Position
According to established procedures, answer telephones, greet callers, document employee call-in, facilitate caller requests and needs. Utilize patience and persistence in handling anxious callers under difficult circumstances. Utilize departmental policies and procedures to independently perform multiple tasks that support quality patient care. Provide client with test information including specimen requirements, shipping and handling specifications, pricing, correct order completion, cancellation and adding tests, plus other pertinent information. Troubleshoot issues involving multiple areas of the laboratory, including courier services, processing, pathology and all clinical departments. Facilitate Stat/PRN courier pick-ups and other service requests. Maintain daily call log by recording caller, caller’s request, and any action taken, including documenting outgoing Stat and critical result calls, and file daily call log at the end of shift. Scan documents into Epic media manager and manage the communication log for the calling/management of critical and stat lab test results, according to applicable regulations.
Requirements
- High School diploma or equivalent.
- Basic computer skills and knowledge required.
Nice To Haves
- Experience with EPIC/Beaker and Atlas computer systems as used within the laboratory, throughout the system, and integrated into our customer’s facilities and practices.
- 2+ years of Customer Service Experience
- Experience with medical terminology.
Responsibilities
- Answer telephones, greet callers, document employee call-in, and facilitate caller requests and needs.
- Utilize patience and persistence in handling anxious callers under difficult circumstances.
- Utilize departmental policies and procedures to independently perform multiple tasks that support quality patient care.
- Provide client with test information including specimen requirements, shipping and handling specifications, pricing, correct order completion, cancellation and adding tests, plus other pertinent information.
- Troubleshoot issues involving multiple areas of the laboratory, including courier services, processing, pathology and all clinical departments.
- Facilitate Stat/PRN courier pick-ups and other service requests.
- Maintain daily call log by recording caller, caller’s request, and any action taken, including documenting outgoing Stat and critical result calls, and file daily call log at the end of shift.
- Scan documents into Epic media manager and manage the communication log for the calling/management of critical and stat lab test results, according to applicable regulations.
Benefits
- Comprehensive and market-competitive total rewards package
- Benefits, compensation, recognition and well-being offerings
- Focus on the whole person and engage with their current stage of life and career
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
