Clinical Laboratory Outreach Specialist - Main Immediate Response Lab - Full Time - Days
- Req #: 10727
- Address: 2139 Auburn Ave
- City, State: Cincinnati, OH
- Zip: 45219
- Type: Full time
- Shift: Day
Job Description
The Customer Service Representative's primary role is to be a point of contact for outreach patients and clients. The job responsibilities include providing results and test information and managing, tracking and investigating problems, concerns and issue. The customer service representative functions in cooperation with the clinical laboratory Director, Manager and Outreach Manager to ensure client satisfaction with all components of the Laboratory Outreach process.
Responsibilities
Communicates with the external customer to provide technical assistance
1. Communication
a. Develops a cooperative relationship with customers through phone contact
b. Uses proper telephone identification and salutation. Handles phone requests with a minimum number of transfers.
c. Properly transfers callers to other areas
d. Asks permission from caller before placing them on hold
e. When taking messages, consistently has all pertinent information including name of caller, date and time of call, callers phone number, brief message of content of call, action needed, and initials of message taker
f. Asks probing questions to identify/clarify issue and offer solutions and follow up to the client
g. Be the customers advocate by proactive, positive interaction. If not able to address issue, clarify issue, research and get back to customer with answer(s). Refer customers to another source if sure they will be able to accurately address issue.
h. Provide accurate information to customers
i. Uses proper pronunciation for lab terminology
j. Ends the call on a positive note
2. Test Result
a. Provides test results accurately to appropriate personnel
b. Follows policies on giving verbal results
c. Follows policies on faxing results
d. Uses set protocols and guidelines and independent judgment to evaluate the credibility and accuracy of test results.
e. Recognizes abnormal or unusual patient results. Investigates inconsistent results and communicates to appropriate person any unusual patient data or results.
3. Test Information
a. Determines specimen requirements.
b. Provides accurate information to customer
Evaluates and processes test additions and cancellations
• Properly processes add-on and cancellation requests
• Provides accurate information to customer
• Obtains written order
• Gives stat add-ons high priority
• Verifies all questionable order
• Obtains proper documentation via fax or phone
• Ensures specimen integrity of sample to be used for testing prior to accepting the request.
Coordinates problem resolution for internal and external customer
• Identification
• Willingly serves as a resource for Laboratory customer
• Obtains and records all information required to properly investigate problems and concerns (patient information, dates, tests ordered, etc.).
• Provides the customer with a time frame for call back
• Troubleshooting
• Handles problem resolution in a timely manner
• Evaluates problems using root cause analysis and responds with solution
• Investigates technical issues and errors thoroughly. Augments documentation with all necessary details.
• Initiates all necessary actions to resolve technical problem
• Handles problems without assistance and exhibits good judgment
• Exhibits in-depth technical knowledge concerning instrumentation, quality control and patient testing
• Follow-up
• Provides updates to the customer as initially promised.
• Provides up-to-date information.
• Describes the findings of the investigation and what steps will be taken to resolve the problem.
• Communicates reoccurring problems and issues to the management team. Recommends solutions to problems and helps as necessary to implement solutions in the department.
• Works with the lab managers to initiate any technical changes required to remedy the problem. Uses additional modes of communication as needed.
• Documentation
• Documents problem, investigation, resolution and client follow up for the laboratory's performance report.
Provides assistance as required to the Non Technical CSR.
• Prioritizes issues and ensures appropriate response.
• Assumes responsibility for interacting with the client about progress and resolution of concern
• Interpretation of questionable test code
• Determine correct client location code
• Determine correct specimen requirements.
Performs other duties assigned by the Laboratory or the Lab Outreach Manager. Eagerly identifies projects/tasks/issues and volunteers to take on the workload. Completes the project with highest quality on in a timely manner. Assists the Outreach Manager in integration of new referral clients. Identifies and aligns resources to meet new referral client needs.
Maintains currency in the field through participation in continuing education opportunities.
Qualifications
KNOWLEDGE AND SKILL:
EDUCATION: High School diploma required; Associate's or Bachelor's degree preferred.
YEARS OF EXPERIENCE: Minimum of three years of lab experience required. Previous Customer Service experience preferred.
REQUIRED SKILLS AND KNOWLEDGE: Excellent customer service skills including superior communication skills (verbal, written, and listening) are required. Good analytical and problem-solving skills are required. Basic knowledge of medical billing - ICD9 Codes and CPT codes. The ability to multi-task effectively in a stressful environment is required.
LICENSES & CERTIFICATIONS:
MLT or CLT(ASCP) certification or equivalent preferred
The Customer Service Representative's primary role is to be a point of contact for outreach patients and clients. The job responsibilities include providing results and test information and managing, tracking and investigating problems, concerns and issue. The customer service representative functions in cooperation with the clinical laboratory Director, Manager and Outreach Manager to ensure client satisfaction with all components of the Laboratory Outreach process.
Responsibilities
Communicates with the external customer to provide technical assistance
1. Communication
a. Develops a cooperative relationship with customers through phone contact
b. Uses proper telephone identification and salutation. Handles phone requests with a minimum number of transfers.
c. Properly transfers callers to other areas
d. Asks permission from caller before placing them on hold
e. When taking messages, consistently has all pertinent information including name of caller, date and time of call, callers phone number, brief message of content of call, action needed, and initials of message taker
f. Asks probing questions to identify/clarify issue and offer solutions and follow up to the client
g. Be the customers advocate by proactive, positive interaction. If not able to address issue, clarify issue, research and get back to customer with answer(s). Refer customers to another source if sure they will be able to accurately address issue.
h. Provide accurate information to customers
i. Uses proper pronunciation for lab terminology
j. Ends the call on a positive note
2. Test Result
a. Provides test results accurately to appropriate personnel
b. Follows policies on giving verbal results
c. Follows policies on faxing results
d. Uses set protocols and guidelines and independent judgment to evaluate the credibility and accuracy of test results.
e. Recognizes abnormal or unusual patient results. Investigates inconsistent results and communicates to appropriate person any unusual patient data or results.
3. Test Information
a. Determines specimen requirements.
b. Provides accurate information to customer
Evaluates and processes test additions and cancellations
• Properly processes add-on and cancellation requests
• Provides accurate information to customer
• Obtains written order
• Gives stat add-ons high priority
• Verifies all questionable order
• Obtains proper documentation via fax or phone
• Ensures specimen integrity of sample to be used for testing prior to accepting the request.
Coordinates problem resolution for internal and external customer
• Identification
• Willingly serves as a resource for Laboratory customer
• Obtains and records all information required to properly investigate problems and concerns (patient information, dates, tests ordered, etc.).
• Provides the customer with a time frame for call back
• Troubleshooting
• Handles problem resolution in a timely manner
• Evaluates problems using root cause analysis and responds with solution
• Investigates technical issues and errors thoroughly. Augments documentation with all necessary details.
• Initiates all necessary actions to resolve technical problem
• Handles problems without assistance and exhibits good judgment
• Exhibits in-depth technical knowledge concerning instrumentation, quality control and patient testing
• Follow-up
• Provides updates to the customer as initially promised.
• Provides up-to-date information.
• Describes the findings of the investigation and what steps will be taken to resolve the problem.
• Communicates reoccurring problems and issues to the management team. Recommends solutions to problems and helps as necessary to implement solutions in the department.
• Works with the lab managers to initiate any technical changes required to remedy the problem. Uses additional modes of communication as needed.
• Documentation
• Documents problem, investigation, resolution and client follow up for the laboratory's performance report.
Provides assistance as required to the Non Technical CSR.
• Prioritizes issues and ensures appropriate response.
• Assumes responsibility for interacting with the client about progress and resolution of concern
- Provides on-site technical assistance to data entry staff to assist with handling of Outreach samples
• Interpretation of questionable test code
• Determine correct client location code
• Determine correct specimen requirements.
Performs other duties assigned by the Laboratory or the Lab Outreach Manager. Eagerly identifies projects/tasks/issues and volunteers to take on the workload. Completes the project with highest quality on in a timely manner. Assists the Outreach Manager in integration of new referral clients. Identifies and aligns resources to meet new referral client needs.
Maintains currency in the field through participation in continuing education opportunities.
Qualifications
KNOWLEDGE AND SKILL:
EDUCATION: High School diploma required; Associate's or Bachelor's degree preferred.
YEARS OF EXPERIENCE: Minimum of three years of lab experience required. Previous Customer Service experience preferred.
REQUIRED SKILLS AND KNOWLEDGE: Excellent customer service skills including superior communication skills (verbal, written, and listening) are required. Good analytical and problem-solving skills are required. Basic knowledge of medical billing - ICD9 Codes and CPT codes. The ability to multi-task effectively in a stressful environment is required.
LICENSES & CERTIFICATIONS:
MLT or CLT(ASCP) certification or equivalent preferred
