Referral Representative I

Quest Diagnostics

9h•Onsite

About The Position

This position is responsible for handling all internal and external customer contact regarding Referral Testing. The Referral Representative I will receive, resolve, and follow up with complex customer issues, acting as a liaison between internal and external customers and Referral vendors. The role involves retrieving, sorting, and processing specimens for shipment to referral laboratories, ensuring sample quality and accuracy, and preparing specimens and packages for shipment according to IATA regulations. Additionally, the position handles customer inquiries regarding reporting of results, service failures, and other quality issues, reports laboratory results, and contacts clients to resolve matters related to patient testing and result reporting. The representative will perform investigations and provide resolutions for complex Referral Testing issues, research test availability, and assist Client Services, Customers, and Sales by answering questions and responding to concerns. Communication of tests not performed (TNP's) and lab accidents to clients within 24 hours of notification is required, along with thorough documentation and escalation of issues to supervisors. The role also involves identifying and escalating Reportable Quality incidents, maintaining a safe work area, and adhering to CLIA, HIPAA, OSHA, and laboratory safety requirements. Use of personal protective equipment, engineering controls, and/or work practice controls is also required.

Requirements

Minimum one (1) to two (2) years clinical laboratory experience.
Basic understanding of the operations of Client Services and Specimen Processing.
Thorough understanding of Referral Testing.
Basic medical terminology applicable to clinical laboratory.
Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
Demonstrate strong independent problem-solving skills.
Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients.
Communication skills necessary to handle telephone inquiries from clients and vendors.
Ability to deal with patient and client information in a confidential manner.
Good data entry skills required.
Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
High School Diploma or Equivalent (Required)

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 problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
Responsible for filing departmental documents.
Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide 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.
Perform investigations and provide resolution to complex Referral Testing issues.
Research test availability using established protocol for selecting a referral vendor.
Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification.
Document thoroughly; elevate issues of concern to supervisor.
Identify and escalate Reportable Quality incidents to supervisors.
Maintain work area in a safe, functional and sanitary condition.
Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
Other duties as assigned.

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program
Blueprint for Wellness® healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "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, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities