Referral Representative I

Quest Diagnostics•Chantilly, VA

9d•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, responds to customer inquiries, reports laboratory results, and investigates Referral Testing issues. The position is based in Chantilly, Virginia, and works Monday through Friday from 7:00 AM to 3:30 PM.

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 a clinical laboratory.
Detail-oriented, able to work independently, establish 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.
Ability to stand and work at a bench for long periods and walk or stand frequently.
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.

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, and identify specimen 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.
Handle customer inquiries about reporting of results, 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 referral vendors.
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 work thoroughly and elevate issues of concern to a supervisor.
Identify and escalate reportable quality incidents to supervisors.
Maintain a safe, functional, and sanitary work area.
Follow CLIA, HIPAA, OSHA, and laboratory safety requirements, including using required personal protective equipment and controls.
Perform other duties as assigned.

Benefits

Day 1 medical, supplemental health, dental, and vision benefits 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.
Potential eligibility for annual performance bonus compensation.