Referral Representative I
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 acts as a liaison between internal and external customers and referral vendors. The role retrieves and processes specimens for shipment, verifies specimen quality and accuracy, prepares shipments according to IATA regulations, supports result reporting, researches referral test availability, and investigates complex Referral Testing issues. It also responds to client and customer inquiries, communicates test-not-performed notifications and laboratory accidents, documents and escalates quality concerns, and maintains a safe and sanitary work area while following applicable laboratory and safety requirements. This position is based in San Antonio, Texas, and is scheduled Tuesday through Saturday, 7:00 AM to 3:30 PM. The pay range starts at $17.20 per hour. Salary offers take into account relevant skills, training, experience, education, applicable certifications, market factors, and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- Minimum of 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 work 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 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.
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 specimen-type problems, missing information, incorrect temperature, insufficient quantity, and other issues.
- Prepare specimens and packages for shipment according to IATA regulations.
- File departmental documents.
- Handle customer inquiries about results reporting, service failures, and other quality issues to support 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.
- 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 laboratory 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.
- Follow 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 a buy-up option.
- Flexible Spending Accounts.
- Annual incentive plans.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
