Lab Liaison

TridentCare•Irvine, CA

About The Position

This position is responsible to act as a liaison between the Consolidated Call Center, Sales Account Executives and Laboratory Operations; both internal and field. The Liaison will be the primary point of contact for Lab QA, Account Executives and CC Management for client escalations and investigations. The Lab Liaison will be responsible for monitoring all worklists to ensure timely reporting, document all non-compliant issues according to protocol and manage all inquiries received via email, messaging, or phone calls. The Lab Liaison will be cross trained in the role of Lab Assistant and when needed, will be asked to perform these functions as well. Essential Functions: • Assist with proper prioritization of key customers and assigned priority accounts. • Interact with key customers when appropriate to provide and process information in response to inquiries, concerns, and requests about our services. • Communicate, support, and coordinate with Field Area Managers in a timely manner. • Monitor assigned requests closely at every level of service for optimal turnaround response. • Constantly follow up with customer interactions and/or pending inquiries as required. • Communicate and coordinate with internal departments as needed. • Monitor and maintain various pending lists to ensure lab staff completes timely reporting of patient results. • Obtain and evaluate all relevant information to handle inquiries and complaints. • Complete the documentation portion of the TNP protocol. • Direct requests and unresolved issues to the designated resource. • Provide back-up to the critical call team when necessary. • Assist with processing Add-on orders, and STAT upgrades. • Maintain client and patient confidentiality as required. • Prepare and submit an occurrence report for every qualified event as directed by Quality Assurance Department. • Other duties as assigned

Requirements

Ability to work independently and as a team
Computer knowledge and working knowledge of lab LIS systems.
Strong customer service skills
Solid communication skills (including verbal, written and listening skills)
Solid problem solving and decision-making abilities
Good organizational skills
Ability to execute and prioritize multiple tasks
Professional attitude
Excellent computer keying skills required; Alpha and numeric data entry skills (prefer minimum of 35 wpm and 10-key by touch).
Flexible and adaptable to change.
Familiarity with lab process and workflow.
High school degree or equivalent.
Any certification/licensure needed per state requirements.

Nice To Haves

1-year prior experience as lab liaison preferred but not required.
Medical terminology / experience preferred but not required.

Responsibilities

Assist with proper prioritization of key customers and assigned priority accounts.
Interact with key customers when appropriate to provide and process information in response to inquiries, concerns, and requests about our services.
Communicate, support, and coordinate with Field Area Managers in a timely manner.
Monitor assigned requests closely at every level of service for optimal turnaround response.
Constantly follow up with customer interactions and/or pending inquiries as required.
Communicate and coordinate with internal departments as needed.
Monitor and maintain various pending lists to ensure lab staff completes timely reporting of patient results.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Complete the documentation portion of the TNP protocol.
Direct requests and unresolved issues to the designated resource.
Provide back-up to the critical call team when necessary.
Assist with processing Add-on orders, and STAT upgrades.
Maintain client and patient confidentiality as required.
Prepare and submit an occurrence report for every qualified event as directed by Quality Assurance Department.
Other duties as assigned