Referral Representative - 3rd shift

the Client•Lenexa, KS

13d•Onsite

About The Position

The Referral Representative will handle all internal and external customer contact regarding Referral Testing. This role involves receiving, resolving, and following up with complex customer issues, and acting as a liaison between internal and external customers and Referral vendors. The position requires retrieving, sorting, and processing specimens for shipment to referral laboratories, ensuring sample quality and accuracy, and identifying any issues with specimen types, missing information, or insufficient quantity. Preparation of specimens and packages for shipment according to IATA regulations is also a key responsibility. The representative will handle customer inquiries regarding reporting of results, service failures, and other quality issues to ensure customer satisfaction, and report laboratory results using established protocols. They will also contact clients to resolve routine or medical/technical matters related to patient testing and result reporting, perform investigations, and provide resolutions to complex Referral Testing issues. Researching test availability and assisting Client Services, Customers, and Sales by answering questions and responding to concerns in a timely manner are also part of the role. Communication of all tests not performed (TNP's) and lab accidents to clients within 24 hours of notification, thorough documentation, and escalation of issues of concern to the supervisor are required. The role also involves identifying and escalating Reportable Quality incidents to supervisors and adhering to all established CLIA, HIPAA, OSHA, and laboratory safety requirements, including the use of personal protective equipment, engineering controls, and work practice controls as directed by management.

Requirements

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, coworkers, 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
Minimum one (1) to two (2) years of clinical laboratory experience.

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.
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.