Referral Representative I

Quest Diagnostics•San Antonio, TX

About The Position

The Referral Representative I handles internal and external customer contact regarding Referral Testing, resolves and follows up on complex customer issues, and serves as a liaison between customers and referral vendors. The role processes specimens for shipment to referral laboratories, addresses testing and reporting inquiries, and helps maintain customer satisfaction and laboratory quality and safety standards. This position is in San Antonio, Texas, with a Tuesday-through-Saturday schedule from 7:00 AM to 3:30 PM. The stated pay range starts at $17.20 per hour. Salary offers consider factors including relevant skills, training, experience, education, certifications where applicable, and market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation. The position requires one to two years of clinical laboratory experience and a high school diploma or equivalent. Customer service and/or medical experience is preferred. The job involves frequent standing and walking, working at a bench for long periods, and lifting or carrying objects of varying weights.

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 the clinical laboratory.
Detail-oriented, able to work independently, establish priorities, and handle several 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: 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.

Nice To Haves

Customer service experience.
Medical background.

Responsibilities

Retrieve, sort, and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy, identifying issues such as specimen-type problems, missing information, incorrect temperature, or insufficient quantity.
Prepare specimens and packages for shipment in accordance with IATA regulations.
File departmental documents.
Handle customer inquiries regarding result reporting, service failures, and other quality issues.
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.
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 (TNPs) and laboratory accidents to clients within 24 hours of notification.
Document thoroughly and elevate issues of concern to a supervisor.
Identify and escalate reportable quality incidents to supervisors.
Maintain the work area in a safe, functional, and sanitary condition.
Follow CLIA, HIPAA, OSHA, and laboratory safety requirements, including use of personal protective equipment, engineering controls, and/or work practice controls as directed by management.
Perform other duties as assigned.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
Well-being programs.
Annual no-cost health assessment program.
Blueprint for Wellness® healthyMINDS mental health program.
Vacation and Health/Flex Time.
Six holidays plus one “MyDay” off.
FinFit financial coaching and services.
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
Employee stock purchase plan.
Life and disability insurance, with a buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.