Laboratory Customer Support Associate

Position Status:

Full time

Shift:

First Shift (Days - Less than 12 hours per shift) (United States of America)

Hours per week:

40

Job Information
Exemption Status: Non-Exempt

A Brief Overview
Supports the Clinical Laboratory and Pathology Services by serving as a liaison between the Laboratory and its many customers. Provides information regarding patient results to the Laboratory's clients and physician customers in a manner representative of the values of Stormont Vail Health. Resolves inquiries and requests from customers in a prompt, accurate, methodical, and courteous manner.

Education Qualifications

• High School Diploma / GED Required

Experience Qualifications

• 1 year Laboratory or healthcare experience Preferred

Skills and Abilities

• Must possess excellent customer service skills. (Required proficiency)
• Talking to others to convey information effectively. (Required proficiency)
• Knowledge and use of medical terminology (Preferred proficiency)
• Ability to utilize health information technology and common office computer applications. (Preferred proficiency)

What you will do

• Skillfully and professionally communicates by telephone or written communication with physicians, hospital and clinic employees, and other individuals who have business with departmental employees or pathologists. Provides professional telephone customer service to internal and external customers.
• Contacts outpatients for recollects at direction of physician and nursing staff. Provides scripted information for patients regarding SV laboratory locations, specimen drop off and patient preparation for testing.
• Receive, interpret, and process telephone and verbal orders from physicians, physician office personnel, and nursing staff. Enter phone or verbal order into the scheduling computer system.
• Obtains test results for customers. Answers questions regarding status of testing and availability of results.
• Phones customers or caregivers to obtain additional test information or missing information on lab requisition as requested.
• Coordinate special test requests with the appropriate laboratory section and/or clinical pathologist.
• Reports to Lab Leadership any unresolved problems or instances of customer dissatisfaction.
• Monitors Failed and Successful Fax Log and resolves any problems.
• Works effectively with laboratory staff to resolve any specimen or patient problems, i.e., misspelled patient names, DOB, insurance information, missing specimens, incorrect test orders, missing diagnosis codes, etc.
• Assists in reordering, canceling or adding on tests when requested. Performs monitoring and auditing activities of laboratory ordering for compliance purposes at direction of laboratory management.
• Assists in training new personnel in customer support procedures. Instruct other employees on rocedures as directed by department leadership.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• On-Site; No Remote

Scope

• No Supervisory Responsibility
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Eye/Hand/Foot Coordination: Continuously greater than 5 hours
• Grasping (Fine Motor): Occasionally 1-3 Hours
• Grasping (Gross Hand): Occasionally 1-3 Hours
• Handling: Occasionally 1-3 Hours
• Hearing: Continuously greater than 5 hours
• Sitting: Frequently 3-5 Hours
• Standing: Occasionally 1-3 Hours
• Talking: Continuously greater than 5 hours
• Walking: Occasionally 1-3 Hours

Working Conditions

• Infectious Diseases: Rarely less than 1 hour
• Noise/Sounds: Rarely less than 1 hour
• Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.