PRN Lab Customer Service Rep

Emory Healthcare • Atlanta, GA

3d • $20 - $24 • Onsite

About The Position

This role involves registering patient specimens for testing, retrieving billing information from electronic systems, and handling customer inquiries via phone. The representative acts as a liaison between customers and various departments, distributes patient lab reports, and maintains an inventory of supplies. Key responsibilities include resolving issues with specimen registration and ordering, escalating problems to a supervisor when necessary, and accurately placing orders on patient samples. The role also requires troubleshooting and resolving problems related to specimens, results, and billing, and responding to medical staff inquiries about test statuses. The representative serves as a liaison between the laboratory and medical/nursing staff regarding specimen handling, reviews test requisitions and labels for accuracy, and follows up on incomplete information or questionable orders. Additionally, the role involves verifying and updating insurance information, triaging specimens, and performing other assigned duties.

Requirements

• High School diploma or equivalent required.
• Three years phlebotomy, processing, or customer service experience preferred.
• Phlebotomy certification preferred.

Nice To Haves

• Associate's or Bachelor's degree 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.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED