Laboratory Customer Service Representative

Position Objective:

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAMC's policies and practices.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Espouses the principles of Lean Thinking and creates a work environment that positively promotes process improvement. Explores opportunities to add value to the job (innovative ideas) to benefit the organization and takes ownership of the outcome. Proactively finds other work-related tasks during low census.
2. Maintains a safe and clean working environment by complying with procedures, rules, and regulations that allow for easy staff interchange. Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation (hand offs).
3. Maintains laboratory supplies inventory and conserves laboratory resources by using equipment and supplies as needed to accomplish job results. Performs preventative maintenance and troubleshoots problems to the full extent of ability.
4. Meets turnaround-time and productivity goals (includes downtime activity, meal breaks, shift transitions, schedules, huddles). Serves as a point of contact for customer inquiries.
5. Answers the phone courteously and professionally as per department guidelines, responds to inquiries, and refers calls as appropriate. Maintains professionalism with clients and works to establish a positive rapport with every caller.
6. Answers incoming customer calls regarding billing issues, product problems, service questions, and general client concerns. Manages multiple calls at a time.
7. Assists with the training and orientation of new staff.
8. Registers specimens and orders appropriate tests in the Laboratory Information System (LIS) as requested by authorized providers by accurately reading and interpreting orders and being familiar with test mnemonics.
9. Actively participates in the laboratory quality plan/program (e.g., investigative reports, notification of delays, etc.).
10. Resolves service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.

Educational/Experience Requirements:

• High school diploma or GED
• Proficient in Microsoft Word and Excel
• Preferred: Two years of previous customer service experience in a healthcare environment; knowledge of medical and laboratory terminology
• Working knowledge of basic computer skills and web-based applications

Required License/Certifications:

• None

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

Physical Demands – The physical demands and work environment described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position. It is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.

Pay Range 19 - 23 USD