Referral Representative II

Quest Diagnostics•West Hills, CA

8d•Onsite

About The Position

This position is responsible for handling all internal and external customer contact regarding Referral Testing. The Referral Representative II 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. It also includes preparing specimens and packages for shipment according to IATA regulations, filing departmental documents, and handling customer inquiries regarding reporting of results, service failures, and other quality issues to ensure customer satisfaction. The representative will report laboratory results using established protocols, contact clients to resolve routine or medical/technical matters, and advise Customers, Client Services, and Sales of test delays. Additionally, the role requires performing investigations and providing resolutions to complex Referral Testing issues, researching test availability, and assisting Client Services, Customers, and Sales by effectively answering questions and responding to concerns in a timely manner. Communication of tests not performed (TNP's) and lab accidents to clients within 24 hours of notification, thorough documentation, and elevating issues of concern to a supervisor are also key responsibilities. The position involves tracking and reporting metrics for monitoring Referral Vendor effectiveness, monitoring the use of Wild Codes, resolving interface exception logs, issuing revised reports, and identifying/escalating Reportable Quality incidents. Troubleshooting referral issues, assisting in training, participating in special projects, and maintaining a safe work area are also part of the role. Adherence to CLIA, HIPAA, OSHA, and laboratory safety requirements, including the use of personal protective equipment, engineering controls, and work practice controls, is mandatory. This is a general description of work performed and not an exhaustive list of all duties and responsibilities.

Requirements

Minimum three (3) to five (5) years clinical laboratory experience.
High School Diploma or Equivalent (Required)
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 handle several tasks simultaneously for maximum department efficiency.
Demonstrate strong independent problem-solving skills to be able to handle complex and challenging issues.
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.

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.
Identifies 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.
Advise Customers, Client Services and Sales of test delays.
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.
Track and report metrics required for monitoring Referral Vendor effectiveness.
Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test.
Resolve interface exception logs and ensure exceptions are resolved 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 supervisor of potential problems.
Assist in training Referral Assistant and Referral Rep I.
Participate in special projects regarding Referral Testing.
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