Referral Representative I

Quest Diagnostics•Knoxville, TN

4d•$15 - $23

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 retrieves and processes specimens for shipment to referral laboratories, addresses testing and result-reporting matters, and supports customers, Client Services, and Sales. The position is based in Knoxville, Tennessee, with a Monday-to-Friday schedule from 8:30 AM to 5:00 PM. Pay starts at $17.75 per hour; eligible candidates may also receive annual performance bonus compensation. The role requires following established protocols and applicable laboratory, safety, privacy, and shipping requirements. It also involves maintaining a safe and sanitary work area, documenting issues, and escalating quality concerns to a supervisor.

Requirements

Minimum 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, set 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.

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; identify issues such as unsuitable specimen types, missing information, incorrect temperature, or insufficient quantity.
Prepare specimens and packages for shipment in accordance with IATA regulations.
File departmental documents.
Respond to customer inquiries about results, 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.
Notify clients of tests not performed and laboratory accidents 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.

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 Blueprint for Wellness health assessment program.
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 buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.