Referral Representative II

Quest Diagnostics•Los Angeles, CA

1d•$22 - $24•Onsite

About The Position

The Referral Representative II handles customer contact related to Referral Testing and acts as a liaison between customers, internal teams, and referral vendors. The role resolves and follows up on complex customer issues and supports the accurate, timely processing and reporting of referred laboratory tests. The position retrieves and processes specimens for shipment to referral laboratories, verifies specimen quality, prepares shipments in accordance with IATA regulations, responds to inquiries, reports results using established protocols, and investigates complex referral-testing issues. It also monitors vendor effectiveness and related metrics, resolves interface exceptions, communicates test delays and tests not performed, escalates quality concerns, and helps train Referral Assistants and Referral Representatives I. The role is based in West Hills, California, with a stated schedule of Sunday through Thursday, 1:00 PM to 9:30 PM. It requires a high school diploma or equivalent and three to five years of clinical laboratory experience. The employee must follow applicable CLIA, HIPAA, OSHA, and laboratory safety requirements and use required protective and workplace controls.

Requirements

Minimum three to five 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, set 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 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 and/or medical background.

Responsibilities

Handle internal and external customer contact regarding Referral Testing and act as a liaison between customers and referral vendors.
Receive, resolve, and follow up on complex customer issues.
Retrieve, sort, and process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy, identifying issues such as incorrect specimen type, 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 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.
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.
Answer questions and respond to 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 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 in a timely manner.
Issue revised reports as necessary in accordance with 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 Representatives I.
Participate in special projects regarding Referral Testing.
Maintain a safe, functional, and sanitary work area.
Adhere to CLIA, HIPAA, OSHA, and laboratory safety requirements, including use of required personal protective equipment, engineering controls, and work practice controls.
Perform other duties as assigned.

Benefits

Day 1 medical, supplemental health, dental, and vision benefits for full-time employees who work 30 or more hours.
Well-being programs.
Annual no-cost Blueprint for Wellness health assessment program.
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.