Interpath Laboratory

Inside Client Service Representative

Location US-OR-Pendleton
Job ID
2018-2394
# Positions
1
Category
Customer Service/Support
Schedule
Mon - Fri with rotating on-call Sat

Equal Opportunity Statement

EOE Disabled/Veteran

Expectations for all Employees

Support the organization's mission, vision, and values by exhibiting an ongoing commitment to the highest standards in all phases of laboratory operations. Assumes service-oriented attitude to gain a sense of pride and accomplishment. Accepts the team approach with dedication and commitment towards all work performed.

Overview

Contribute to client satisfaction and retention by providing prompt, courteous service to clients and patients in the areas of laboratory test orders, results, test information and problem resolution in a telephone service center environment.

Qualifications

Education: High school graduate or equivalent; some college preferred

 

Licensure/Certification: N/A

 

Experience: A minimum of 6 months experience working in laboratory specimen processing department required (on the job training may be provided). Excellent analytical and communication skills; superior customer service skills; high-level computer proficiency; ability to work in fast paced environment and balance competing priorities and knowledge of medical terminology is preferred. A combination of education and experience will be considered.

Responsibilities

  • Significant understanding of phlebotomy, specimen processing, testing and courier routes, as well as general understanding of other departments and how they interact with Inside Client Services is necessary.
  • Function as a skilled resource to clients and laboratory staff regarding test guidelines and procedures.
  • Investigate and accurately resolve problems for clients and laboratory staff.
  • Proactively identify, research and analyze root causes and trends affecting clients and/or patients; assist in creating solutions.
  • Report critical value results, communicable diseases and other verbal, faxed or mailed results as required.
  • Understand and follow Medicare medical necessity requirements and Advance Beneficiary Notices (ABNs).
  • Enter and modify orders in laboratory information system software, including new, existing and standing orders as well as added tests and test cancels.
  • Document and collect data through Client Relationship Management (CRM) software
  • Accurately quote test pricing to Interpath clients, patients and laboratory staff.
  • Interact with reference laboratories for data entry and problem resolution.
  • Monitor and research reasons for missing results.
  • Assist with coordination of Health Fairs.
  • Accession drug screens and report results.
  • Log and communicate will-call pickup requests from clients to Interpath courier staff.
  • Computer skills, use of fax server, fax machine, copy machine and printers, filing.
  • Understand and adhere to HIPAA policies, procedures and regulations to assure patient confidentiality.
  • Participate in departmental quality assurance monitors.
  • Follow all established I.Q. protocols
  • Perform other work related duties as assigned.

OSHA Category

 

This position may occasionally perform tasks that involve exposure to blood, body fluids and/or tissues. All employees performing these duties are offered the opportunity to receive the Hepatitis-B vaccination series.

General Physical Requirements

Typically sits for extended period of times.

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