Job Description

Job Summary

The Client Support Representative is responsible for providing high-quality service to hospital clients, physicians and staff in a high-stress environment. Coordinates responsibilities for the hospital laboratory customer service unit. Works cooperatively with a wide variety of customers, vendors, and internal staff, including patients, laboratory technicians, phlebotomy and billing staff, as well as other section supervisors within the laboratory department. Provides oversight, training and work assignments for call center and specimen transport employees. Under the direction of the Director of Laboratory Services and Laboratory Administration.

Core Job Responsibilities

• Acts as a laboratory receptionist. Greets patients and visitors, answers telephone, places calls, relays messages, and give pre-test information to patients.
• Ensures the availability of adequate supplies for office printers and arranges service or maintenance as needed.
• Answers a high volume of calls promptly with minimal transfers. Handles dispatch for courier services.
• Performs registration and test ordering by obtaining patient demographics and insurance information. Schedules phlebotomist(s) to do draws on a daily basis.
• Collaborates with the Outreach Supervisor and Outreach Manager when new business is added to ensure that all keys for lockboxes are added to the key sets for laboratory fleet vehicles. Ensures that MVHS/SEMC Lockboxes have appropriate labeling (logo stickers and biohazard stickers). Maintains open communication with the new business site and outreach supervisor/manager.
• Assigns and prioritizes courier routes and logs information as appropriate for the location. Ensures that all documentation from dispatch log and pickup slips is complete and filled out accurately by couriers.
• Responds promptly to urgent/STAT requests. Applies knowledge of specimen and test requirements when answering customer inquiries.
• The client support representative is expected to have adequate knowledge on test/specimen requirements to better understand turnaround times and STAT pickup urgency requests and knowledge of testing equipment/collection supplies to know what items offices are requesting with asking for supplies or have questions regarding supplies when they are received.
• Monitors accurate result report routing by utilizing LIS monitoring function. Submits necessary IT tickets to make provider record changes as necessary.
• Monitor and resolve Epic work queues for their location. Obtains any required information in a timely manner.
• Performs related duties as assigned.

Education/Experience Requirements

REQUIRED:

• High school diploma or equivalent.
• Customer service experience.
• Knowledge of MS Word, Excel and email.

PREFERRED:

• Prior experience in a clinical laboratory.

Licensure/Certification Requirements

REQUIRED:

• Valid and current NYS driver’s license.

Disclaimer

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Job Details

Req Id 99132

Department CLINICAL LABORATORY

Shift Days

Shift Hours Worked 8.50

FTE 1

Work Schedule HRLY NON-UNION-8 HR

Employee Status A1 - Full-Time

Union Non-Union

Pay Range $18 - $24 per hour