Client Outreach Representative

Essential Functions:

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

Client Outreach & Problem Specimen Resolution

• Contact clients regarding specimens requiring additional information or clarification prior to testing.
• Obtain missing or incomplete requisitions, documentation, and patient information as needed.
• Follow up with clients regarding missing diagnostic information, collection information, or other required documentation.
• Document all outreach attempts, communications, and resolutions in accordance with established procedures.
• Coordinate communication and follow-up with laboratory departments to facilitate timely resolution of specimen discrepancies and ensure problem specimens continue moving through the testing process.
• Obtain and organize supporting documentation received from clients and ensure it is properly associated with the appropriate laboratory case or record.

Client Support

• Answer incoming client telephone calls and route inquiries to the appropriate department or personnel.
• Respond to routine client questions regarding specimen requirements, testing availability, report retrieval, and laboratory processes.
• Assist clients with requests for laboratory reports by accessing current and legacy information systems.
• Escalate complex client concerns or unresolved issues to the appropriate supervisor or department.
• Provide professional, courteous, and timely customer service to internal and external clients

Support Services Operations

• Work closely with the Support Services Supervisor to support daily operations, serving as the primary point of contact for complex specimen issues and coordinating communication between laboratory departments and client offices.
• Review designated daily laboratory reports and exception logs to identify potential accessioning discrepancies or incomplete information.
• Escalate identified discrepancies or concerns to the Support Services Supervisor or appropriate laboratory personnel for review and resolution.
• Perform routine verification activities that support accurate specimen processing and laboratory operations.
• Provide administrative support for Support Services projects and departmental initiatives as assigned.

Qualifications:

• High school diploma or GED is required
• Associate's degree in business, Healthcare Management, or related field is preferred
• 2+ years of applicable work experience involving healthcare and client-facing communication

Competencies:

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Strong attention to detail.
• Ability to recognize potential discrepancies and appropriately escalate issues for review.
• Excellent organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional telephone etiquette.
• Strong computer proficiency and ability to learn new systems.
• Effective problem-solving and critical-thinking skills.
• Ability to maintain confidentiality and handle sensitive patient information appropriately.
• Ability to work collaboratively with multiple departments and stakeholders.

The Client Outreach Representative serves as a primary point of contact between the laboratory and its clients for specimen-related issues requiring resolution prior to testing. This position communicates directly with client offices to obtain missing information, supporting documentation, and clarification necessary to ensure timely specimen processing. Working closely with the Support Services Supervisor, the Client Outreach Representative coordinates communication across laboratory departments, assists with routine operational support and verification activities, and provides front-line customer service by managing incoming calls, report requests, and client inquiries. Success in this role requires excellent communication, organization, attention to detail, time management, and the ability to manage multiple priorities while delivering exceptional customer service.