Referral Representative I

Cynet Systems•Lenexa, KS

3d•Onsite

About The Position

The Referral Representative I is responsible for retrieving, sorting, and processing specimens for shipment to referral laboratories. This role ensures sample quality and accuracy by identifying and resolving issues related to specimen types, missing information, incorrect temperature, or insufficient quantity. The representative also prepares specimens and packages for shipment according to IATA regulations, handles customer inquiries, reports laboratory results, and performs investigations for complex Referral Testing issues. Additionally, they assist Client Services, Customers, and Sales by answering questions and responding to concerns, and maintain a safe and compliant work environment.

Requirements

Minimum 1+ years clinical laboratory experience.
Basic understanding of the operations of Client Services and Specimen Processing.
Thorough understanding of Referral Testing.
Basic medical terminology applicable to clinical laboratory.
High School Diploma or equivalent is required.
Ability to handle biological samples and potentially hazardous chemicals.
Must be detail-oriented with the ability to work independently and handle several tasks simultaneously.
Demonstrate strong independent problem-solving skills.
Strong interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients.
Strong verbal and written communication skills necessary to handle telephone inquiries from clients and vendors.
Ability to deal with patient and client information in a confidential manner.
Good data entry skills required.
Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.

Nice To Haves

Customer service and/or medical background preferred.

Responsibilities

Retrieve, sort and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy by identifying problems with specimen types, missing information, incorrect temperature, or insufficient quantity.
Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
Responsible for filing departmental documents.
Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
Report laboratory results using established protocols.
Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
Perform investigations and provide resolution to complex Referral Testing issues.
Research test availability using established protocol for selecting a referral vendor.
Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
Communicate all tests not performed and lab accidents to clients within 24 hours of notification.
Document thoroughly and elevate issues of concern to supervisor.
Identify and escalate Reportable Quality incidents to supervisors.
Maintain work area in a safe, functional and sanitary condition.
Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
Use personal protective equipment, engineering controls and work practice controls as directed by management.