Client Services Representative - Lab

• Serves as an informational representative of clinical departments providing laboratory related information in response to patient and Clinical laboratory practices and inquiries
• Consults with physicians with regard to test results, technical issues, etc.
• Provides an efficient and efficacious liaison between testing departments, results, reference laboratories, and shipping departments
• Researches, resolves and documents specimen or testing issues and communicates to customers as needed
• Acts as resource for customers, providing test information, results, ordering instructions in HIS
• Act as liaison with reference lab for all customer service issues
• Ensures that patient’s specimen rejections, Quality Not Sufficient (QNS), and Duplicate Patient Record, are communicated to the client in a timely manner
• Telephones STAT. ASAP, routine and critical test results, and other confidential information to authorized individuals
• Handles incoming and outgoing telephone calls
• exercises judgment as to urgency or other nature of calls and directs them to appropriate client or personnel
• Performs office functions such as filing, copying, faxing, and distribution of laboratory documents
• Processes, checks, and maintains various laboratory records and data
• Logs or enters laboratory results, ensuring appropriateness of values sent by the reference laboratory, as compared to QA/QC ranges
• Assists with training of assigned personnel
• Resolves problem specimens according to specific requirements
• Searches and/or retrieve mislabeled, quantity-not-sufficient, or unlabelled specimens
• Enters and retrieves data utilizing knowledge of various computer software packages
• Operates a personal computer, calculator, fax machine, copy machine or related office machinery in performing assigned duties
• Adheres to TMC organizational and department-specific safety, confidentiality, values policies and standards
• Performs related duties as assigned

• High school diploma or general education degree (GED), or an equivalent combination of relevant education and experience
• Six (6) months customer service experience required
• Laboratory experience preferred
• None required
• Must have the ability to interact effectively and professionally with providers & patients
• Knowledge of lab test and orders
• Effective verbal and written communications, especially listening skills
• Advanced computer skills
• Must have the ability to multitask
• Knowledge of office management best practices
• Skill is customer service protocol in person and via telephone
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to prepare routine reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to inquiries or complaints form employees, patients and/or their representatives, and the general public
• Ability to add and subtract two-digit numbers
• ability to read a clock and accurately document time
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations

Laboratory experience preferred