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, supports accurate and timely result reporting, and helps resolve testing and quality issues. The position is in San Antonio, Texas, and is scheduled Monday to Friday from 6:00 AM to 2:30 PM, with rotational weekends. The stated pay range begins at $17.20 per hour. Successful candidates may be eligible for annual performance bonus compensation. The role requires at least one to two years of clinical laboratory experience and a high school diploma or equivalent. It involves frequent standing and walking, working at a bench for extended periods, and handling objects of varying weights. The employee must follow laboratory safety and regulatory requirements, including CLIA, HIPAA, OSHA, and applicable IATA shipping regulations.

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 for handling telephone inquiries from clients and vendors.
Ability to handle patient and client information confidentially.
Good data-entry skills.
Proficiency in Microsoft Office, including Word, Excel, and Outlook, and in Laboratory Information Systems.
Ability to lift and carry 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 the bench for long periods and to walk and/or stand frequently.

Nice To Haves

Customer service experience and/or a medical background.

Responsibilities

Retrieve, sort, and process specimens for shipment to referral laboratories.
Ensure specimen quality and accuracy, identifying issues such as specimen-type problems, missing information, incorrect temperature, and insufficient quantity.
Prepare specimens and packages for shipment in accordance with IATA regulations.
File departmental documents.
Handle customer inquiries about 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 referral vendors.
Assist Client Services, customers, and Sales by answering questions and responding to concerns promptly.
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, and use required personal protective equipment and controls as directed by management.
Perform other duties as assigned.

Benefits

Day 1 medical, supplemental health, dental, and vision coverage for full-time employees who work 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.