Job Description

Position Summary:

The Front Desk Coordinator is responsible for providing exceptional customer service while supporting the daily operations of Waccamaw Dermatology Laboratory. Responsibilities include answering phones, processing laboratory documentation, coordinating consultation cases, managing slide and block requests, maintaining archived records, scanning documents into electronic systems, supporting digital pathology workflows, and ensuring compliance with HIPAA, CLIA, OSHA, and company policies.

Essential Duties and Responsibilities:

Customer Service & Communication

• Answer incoming phone calls professionally and direct inquiries to the appropriate department.
• Provide excellent customer service to providers, clinic staff, patients, couriers, and vendors.
• Respond to emails, faxes, and laboratory inquiries in a timely manner.
• Communicate effectively with laboratory personnel regarding specimen, slide, block, report, and consultation requests.
• Assist providers and clinical staff with laboratory-related questions and requests.

Document Management

• Receive, review, scan, upload, and maintain laboratory documents.
• Scan requisitions, reports, and laboratory records into OneDrive and designated electronic systems.
• Process incoming and outgoing faxes.
• Maintain accurate records of laboratory correspondence and requests.
• Organize and file laboratory documentation according to established procedures.

Consultation Case Management

• Receive and accession consultation cases into the Laboratory Information System (LIS).
• Verify receipt of consultation slides, pathology reports, requisitions, and supporting documentation.
• Ensure all consultation materials are properly documented and tracked.
• Route consultation cases to the appropriate pathologist for review.
• Monitor consultation cases through completion and reporting.
• Prepare consultation slides and materials for return to the originating provider or laboratory after the case has been finalized.
• Coordinate shipment and tracking of returned consultation materials.
• Maintain chain-of-custody documentation for all consultation cases.

Slide, Block, and Archived Material Management

• Coordinate incoming and outgoing slide requests.
• Retrieve archived slides, paraffin blocks, requisitions, reports, and laboratory records.
• Prepare materials for consultations, send-outs, provider requests, and legal requests.
• Track and document all materials removed from and returned to storage.
• Ensure proper chain of custody and specimen traceability.
• Verify all required documentation accompanies requested materials.
• Maintain organization of archived laboratory materials and records.

Off-Site Storage Facility Responsibilities:

• Travel to the off-site storage facility (approximately 20 minutes from the laboratory) as needed.
• Retrieve slides, paraffin blocks, requisitions, reports, and archived laboratory records.
• Maintain inventory and organization of archived materials.
• Maintain daily temperature and humidity logs for the storage facility.
• Monitor environmental conditions to ensure proper preservation of laboratory materials.
• Report any temperature, humidity, security, pest control, or environmental concerns immediately to management.
• Ensure storage records are accurate and maintained according to laboratory policies.

Digital Pathology Support:

Scan glass slides into the digital pathology platform.

Verify digital images are uploaded, linked, and available for pathologist reviews.

Laboratory Administrative Support

Assist with accessioning-related administrative functions.

Monitor office and laboratory supply inventories and notify management of shortages.

Support laboratory workflow to ensure timely case processing and turnaround times.

Assist with special projects and administrative tasks as assigned.

Compliance & Confidentiality:

Maintain strict HIPAA compliance and patient confidentiality.

Follow all laboratory, CLIA, OSHA, and company policies.

Handle protected health information (PHI) securely at all times.

Report compliance concerns immediately to management.

Maintain confidentiality of all laboratory records and patient information.

Education

• High School Diploma or GED required.
• Associate degree preferred.

Experience:

• Minimum of one year of administrative, medical office, laboratory, or customer service experience preferred.
• Experience in dermatology, pathology, or a medical laboratory setting preferred.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Proficiency with Microsoft Office, Outlook, OneDrive, scanners, and office equipment.
• Ability to learn and utilize laboratory information systems (LIS) and digital pathology platforms.
• Ability to maintain confidentiality and professionalism in all interactions.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Ability to lift and carry up to 25 pounds.
• Ability to travel to and from the off-site storage facility as needed.
• Ability to use computers, phones, scanners, and office equipment throughout the workday.

Work Schedule:

Monday-Friday 8:30 a.m. - 5:00 p.m.

Performance Expectations:

• Maintain a high level of customer service and professionalism.
• Ensure timely processing of consultation cases, slide requests, and block requests.
• Maintain accurate records and documentation.
• Ensure archived materials are properly tracked and secured.
• Maintain complete and accurate temperature and humidity logs.
• Support laboratory turnaround time goals and workflow efficiency.
• Demonstrate reliability, accountability, and attention to detail.