Referral Representative I

Quest Diagnostics•Lenexa, KS

1d•Onsite

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, supports accurate result reporting, addresses testing and service issues, and maintains compliance with laboratory regulations and safety requirements. This position is located in Lenexa, Kansas, and works Tuesday through Saturday from 1:30 AM to 10:00 AM. The listed pay range starts at $17.20 per hour. Employees may be eligible for shift differentials for some or all hours worked on second or third shift. Successful candidates may also be eligible for annual performance bonus compensation.

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, with the ability to work independently, establish priorities, and manage several tasks simultaneously.
Strong independent problem-solving skills.
Interpersonal skills to interact 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 to 10 pounds frequently, 11 to 25 pounds occasionally, and 36 to 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, and identify 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 and 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 laboratory accidents to clients within 24 hours of notification.
Document issues thoroughly and elevate concerns to a supervisor.
Identify and escalate reportable quality incidents to supervisors.
Maintain a safe, functional, and sanitary work area.
Follow established CLIA, HIPAA, OSHA, and laboratory safety requirements.
Use personal protective equipment, engineering controls, and 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 buy-up option.
Flexible Spending Accounts.
Annual incentive plans.
Matching gifts program.
Education assistance through MyQuest for Education.
Career advancement opportunities.