Laboratory Liaison

TridentUSA Health Services • Carrollton, TX

356d • $19 - $21

About The Position

The position involves managing key customers and assigned priority accounts, serving as the primary contact for internal and external customers. Responsibilities include processing inquiries, handling complaints, and maintaining records of customer interactions. The role requires constant communication and coordination with Area Phlebotomy Supervisors and Territory Managers, as well as internal departments. The position also entails administrative duties such as mailing, sorting, filing, and preparing reports. Additionally, the role requires monitoring redraws and maintaining client and patient confidentiality.

Responsibilities

• Manage key customers and assigned priority accounts.
• Interact with key internal and external customers as a primary contact to provide and process information in response to inquiries, concerns, and requests about our services.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Direct requests and unresolved issues to the designated resource.
• Keep records of customer interactions and transactions by filling out the Liaison form daily.
• Communicate, support, and coordinate with Area Phlebotomy Supervisors and Territory Managers at all times.
• 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.
• Promptly answer incoming calls and accurately respond to requested information.
• Help support the customer service department when needed.
• Provide information concerning lab test results, turnaround time of results, reference range of lab results, critical or panic levels, requests for repeat tests, requests for add-on tests, and upgrading the order to stat.
• Fill & submit forms to corresponding departments.
• Handle customer service calls promptly.
• Perform other administrative duties as required: mailing, sorting, filing, faxing, and printing.
• Maintain client and patient confidentiality as required.
• Prepare and submit an occurrence report for every qualified event as directed by Quality Assurance Department.
• Generate Infection Control Reports for the marketing reports.
• Prepare informational and operational reports as requested by Area Phlebotomy Supervisors and Territory Managers.
• Act as a liaison between the lab and the facilities by serving as a primary contact for lab results, inquiries, and problems.
• Complete thorough research for any redraws before any of the scheduling or rescheduling is done.
• Monitor proper notations on redraws before results are released as needed.
• Responsible for monitoring all undone redraws until done as needed.
• Responsible for monitoring the number of redraws done as needed.
• Call facilities to get discharged or cancellation dates as part of routine orders.
• Maintain communication with laboratory personnel, field managers, and dispatch.
• Position requires training and support as specimen processor as needed.

Benefits

• Two weeks of vacation time
• Health Insurance after 30 days
• Sick time
• 8 paid holidays
• Same day pay available
• Medical insurance allowance
• Dental insurance
• Vision insurance
• Disability insurance
• Company paid life insurance
• 401(k)

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Number of Employees: 5,001-10,000 employees