Laboratory Customer Support Specialist

TriHealth•Cincinnati, OH

3d•Onsite

About The Position

Make a difference behind the scenes of patient care. As a Laboratory Customer Service Representative, you'll support physicians, nurses, patients, and laboratory staff by providing testing information, resolving specimen and result inquiries, and ensuring timely communication. This role offers the opportunity to build specialized laboratory knowledge while delivering exceptional customer service in a collaborative healthcare environment. This position serves both internal and external customers of TriHealth's laboratories by responding to inquiries for results, specimen collection requirements, test codes, and other general information. This position requires in depth knowledge of the flow of samples from collection, receiving, processing, testing, and reporting. Responsibilities include troubleshooting and resolving issues that may occur during each of these steps that might delay the final reporting. This position requires knowledge of the reference labs' processes, including reference lab websites. This position uses various systems and resources to obtain accurate information, such as the laboratory information system (LIS), hospital information system (HIS), and laboratory website. This position communicates information in various ways, including via telephone, fax, and email. This position develops a high level of expertise in customer service skills to ensure excellent communication and interactions with physicians, nurses, medical assistants, patients, laboratory personnel, and others.

Requirements

High School Diploma or GED Degree (Required)
1 - 2 years’ experience Customer Service (Required)
Knowledge of laboratory terminology, Specimen handling, Data entry, Windows software, and HIS and LIS

Responsibilities

Continually develops customer services skills. Completes at least one customer service training session per year, either in person or on LEARN.
Obtains complete information when receiving requests for test results, including patient’s name and date of birth, date of service, and test order(s). Uses two patient identifiers (e.g., patient name and DOB) to locate the correct results. Communicates vital values to providers according to laboratory protocols. Follows TriHealth and laboratory protocols for communicating results verbally, electronically, or via fax.
Performs other tasks as needed (e.g. running callback/result line reports, Ohio Department of Health (ODH) reports, and maintaining requisition files). Accepts new duties as required to meet the needs of the laboratory.
Provides accurate information regarding specimen collection requirements and steps necessary to prepare specimens for transport. Uses the laboratory’s website to obtain information for outreach clients and off-site phlebotomists. Uses the LIS to obtain information for hospital sites. Uses websites from appropriate reference labs to obtain information for tests not listed in the TriHealth resources.
Understands the lab processes at each TriHealth site. Uses the HIS and LIS to respond to calls regarding the status of a test. Investigates and resolves routine issues, such as HIS orders not crossing into the LIS. Promptly refers complex issues to the technical staff or supervisor.