Referral Representative I - 3rd shift

Quest Diagnosticsorporated•Marlborough, MA

15h•Onsite

About The Position

Handle internal and external customer contact regarding Referral Testing. Receive, resolve, and follow up on complex customer issues, and act as a liaison between internal and external customers and referral vendors. Retrieve, sort, and process specimens for shipment to referral laboratories, ensure specimen quality and accuracy, and prepare specimens and packages for shipment in accordance with IATA regulations. The role also involves customer inquiries, result reporting, resolving testing issues, researching test availability, and supporting Client Services, customers, and Sales. The position requires maintaining a safe and sanitary work area and complying with applicable laboratory and safety requirements. This is a third-shift position with hours of 11:00 PM to 7:30 AM EST. The work environment includes handling biological samples and potentially hazardous chemicals. The position is not eligible for remote work.

Requirements

One to two years of clinical laboratory experience.
High school diploma or equivalent.
Basic understanding of Client Services and Specimen Processing operations.
Thorough understanding of Referral Testing.
Basic medical terminology applicable to a clinical laboratory.
Detail-oriented, able to work independently, establish work priorities, and handle multiple tasks simultaneously.
Strong independent problem-solving skills.
Interpersonal skills to deal courteously and effectively with supervisors, coworkers, and clients.
Communication skills to handle telephone inquiries from clients and vendors.
Ability to handle patient and client information confidentially.
Good data-entry skills.
Proficiency in Microsoft Office (Word, Excel, and Outlook) and Laboratory Information Systems.
Ability to lift and carry objects weighing 1–10 pounds frequently, 11–25 pounds occasionally, and 36–50 pounds seldom; objects over 50 pounds are not to be lifted or carried without assistance.
Ability to stand and work at a bench for long periods, with frequent walking and/or standing.
Ability to handle biological samples and potentially hazardous chemicals.

Nice To Haves

Customer service and/or medical background.

Responsibilities

Retrieve, sort, and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy, identifying issues such as specimen type, missing information, incorrect temperature, or insufficient quantity.
Prepare specimens and packages for shipment according to IATA regulations.
File departmental documents.
Handle customer inquiries about result reporting, service failures, and quality issues.
Report laboratory results using established protocols.
Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting.
Investigate and resolve complex Referral Testing issues.
Research test availability using established protocols for selecting a referral vendor.
Assist Client Services, customers, and Sales by answering questions and responding to concerns in a timely manner.
Communicate tests not performed and lab accidents to clients within 24 hours of notification, document thoroughly, and elevate concerns to a supervisor.
Identify and escalate reportable quality incidents to supervisors.
Maintain the work area in a safe, functional, and sanitary condition.
Adhere to CLIA, HIPAA, OSHA, and laboratory safety requirements.
Use personal protective equipment, engineering controls, and/or work practice controls as directed by management.
Perform other duties as assigned.