Referral Representative II

Quest Diagnostics • West Hills, CA

1d • Onsite

About The Position

The Referral Representative II handles internal and external customer contact regarding Referral Testing, resolves and follows up on complex customer issues, and acts as a liaison between customers and referral vendors. The position retrieves, sorts, processes, and prepares specimens for shipment to referral laboratories, ensuring sample quality, accuracy, and compliance with IATA regulations. It also supports referral test availability and vendor selection, reports results, communicates test delays and testing issues, and helps resolve complex referral testing problems.

The role is based in West Hills, California, and is scheduled Sunday through Thursday from 1:00 PM to 9:30 PM. The pay range is $21.80–$23.85 per hour. Employees may be eligible for shift differential of 10% for some or all second-shift hours and 15% for some or all third-shift hours. Successful candidates may also be eligible for annual performance bonus compensation. Salary offers consider relevant skills, training, experience, education, certifications, and market and organizational factors.

The position requires a high school diploma or equivalent and three to five years of clinical laboratory experience. Customer service and/or medical experience is preferred. Duties may involve lifting and carrying objects, standing at a bench for extended periods, and frequent walking or standing. The role must comply with CLIA, HIPAA, OSHA, and laboratory safety requirements and use required protective equipment and controls.

Requirements

• High school diploma or equivalent.
• Three to five years of clinical laboratory experience.
• 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 to handle complex and challenging issues.
• 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 meet the physical demands described, including extended standing at a bench, frequent walking or standing, and lifting/carrying objects within stated limits.

Nice To Haves

• Customer service experience.
• Medical background.

Responsibilities

• Retrieve, sort, and process specimens for shipment to referral laboratories; ensure sample quality and accuracy.
• Identify specimen issues, including 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 results, 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.
• Advise customers, Client Services, and Sales of test delays.
• Investigate and resolve complex Referral Testing issues.
• Research test availability using established protocols for selecting a referral vendor.
• Respond to questions and concerns from Client Services, customers, and Sales 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.
• Track and report metrics used to monitor referral vendor effectiveness.
• Monitor use of Wild Codes and advise the Group Lead or Supervisor of increases in particular tests.
• Resolve interface exception logs and ensure exceptions are resolved promptly.
• Issue revised reports as necessary under defined guidelines.
• Identify and escalate reportable quality incidents to supervisors.
• Troubleshoot referral issues and notify a supervisor of potential problems.
• Assist in training Referral Assistants and Referral Representative I employees.
• Participate in special projects regarding Referral Testing.
• Maintain a safe, functional, and sanitary work area.
• Follow CLIA, HIPAA, OSHA, and laboratory safety requirements, including use of required personal protective equipment and controls.
• 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 a buy-up option.
• Flexible Spending Accounts.
• Annual incentive plans.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED