Lab Customer Service Representative

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Laboratory Medicine Call Center Specialist responds to a wide range of calls in a fast-paced call center environment. Must handle an extremely heavy volume of patient and provider calls to answer questions, hand off to appropriate resources, provide results, and schedule tests, as appropriate. Complies with all HIPPA verification procedures to ensure that you are speaking with the appropriate party prior to providing information. Take appropriate measures to resolve issues while ensuring YNHHS image of good customer relations is maintained at the highest level. Researches and investigates all patient and provider inquiries to direct callers to the correct source or follow up to resolve their issues involving the coordination of information from the patient with clinical and administrative areas. Individuals should be detail-oriented and possess excellent analytical skills to resolve the more complex inquiries. Must balance good customer service skills with the need to expedite calls in order to meet the heavy demands.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Ensures all patient and client questions are answered appropriately and that the information provided is accurate. Accurately reviews all the information recorded in the EMR and conveys the appropriate status of lab results to patients. Efficiently utilizes various Laboratory Medicine computer systems and paper documentation to provide accurate information to the client using hospital wide standards, reports laboratory test results to client offices. Clearly identifies and communicates location, directions, and hours of all Laboratory Draw Station sites with patients. Communicates any issues or questions to the patient regarding insurance and resolves as necessary. Enters appropriate comments and notes on the orders in the EMR identifying the resolution of issues.
• 2. Can inform patients of their financial responsibility as it relates to billing requirements and non-covered balances. Gathers and redirects pertinent information to the appropriate department section personnel. Directs calls appropriately to other YNHH Departments as needed (e.g., Radiology, Surgical Pathology, Cytopathology) but always first attempting to solve the problem without need for the client to make another phone call. Documents customer service complaints and resolution as per YNHHS policies and procedures. Works effectively with other sections within the Department including front-end processing, send-out office, individual laboratories, and central administration. Collates problems and issues to identify trends to improve services to clients. Establishes relationships with Outreach clients to facilitate responsibilities.
• 3. Able to work in a fast-paced environment with demonstrated ability to prioritize multiple, competing tasks and demands. Selects priorities and organizes work to meet them. Performs daily check of Batch-Fax Log to ensure accurate, efficient, and complete automatic patient report delivery. Faxes any failed communications ensuring all clients receive their test results in a timely manner. Adds-on lab tests to existing tests for clients. Understanding the stability requirements and sample types involved and which is appropriate in each situation.
• 4. Reviews the Epic follow-up lists to call patients when their samples need recollection and explains the situations to patients in a professional manner. Cancels laboratory testing as requested by health care professionals calling into Laboratory Medicine Customer Service. Updates and corrects the CC physicians in Epic to route testing to the appropriate clients. Participates in problem solving by either solving problems or bringing them to the attention of the manager. Adheres to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates
• 5. Verifies the accuracy of laboratory tests ordered and has knowledge to answer inquiries from patients. Understands the collection and transport requirements for laboratory testing. Gathers test order requisitions from Outreach Draw Stations and reviews requisitions for accuracy. Verifies the correct patient was selected, test orders and other information has been accurately transcribed by the phlebotomists. Confirms test orders using chart notes, transcribed requisition, and specimen comments. Reviews requisitions for completeness of information to include diagnosis information, physician signature and any special specimen instructions. If incomplete, follows through with a contact to physician office(s) for correct information reorders blood draw a necessary.
• 6. Works closely with Lab Reference Department to ensure proper information is provided to client about specimen transport conditions requiring STAT pickup, ice, dry ice etc. Maintains paperwork and documentation regarding incoming and outgoing calls. Properly tracking calls in the event of a regulatory audit. Adds the proper physician/provider and patients to the test order if they request results be communicated to them.
• 7. Properly follows established specimen handling guidelines and precautions as described in the Laboratory Policy and Procedures Manual without deviation from these established guidelines. Annually reviews the Laboratory Policy and Procedure Manual and completes the associated competencies. Attends continuing education lectures and staff meetings relating to compliance as required. Maintains proficiency in laboratory testing and seeks assistance when unable to answer questions.
• 8. Utilizes all applicable computer systems such as but not limited to Epic, Cisco, and SDK, to accomplish tasks and appropriate specimen collections. Manages changes in process to service our patients and clinicians and always maintains high productivity standards. Maintains a strong working knowledge of the Epic system with the ability to order and send samples for redraws regarding complex and time sensitive lab tests.
• 9. Ability to multitask and toggle between systems and resources as necessary to determine status of sample receipt, test results, locations of collected specimen, and answer/resolve problems for patients and clients. Identifies discrepancies within the systems and reconciles if appropriate and/or reports to the defined IT resources or escalates appropriately. Works collaboratively with the Management team to correct any variances that occur within the system to ensure correct data has been captured. Ability to operationalize downtime procedures as required.
• 10. Provides service excellence as outlined in the Health System Standards of Professional Behavior. Ensures smooth functioning of all processes to guarantee a positive patient experience by acknowledging and receiving patients and visitors to the department following the YNHHS Standards of Professional Behavior. Is prompt, courteous and accurate in advising clinical staff of the patient?s results working closely to ensure timely patient throughput.
• 11. Notifies team of experienced delays and keeps patients informed when delays occur. Answers telephone by responding no later by the third ring, demonstrating appropriate telephone etiquette guidelines. Recognizes when Service Excellence has been compromised and appropriately initiates the Service Recovery Process. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire always. Utilizes effective communication skills when coordinating work efforts, training, and proposing workflow adjustments and processes.
• 12. As needed, reviews, and updates all training materials and provides training to other staff members. Proactively addresses workflow issues in the area to avoid problems or to meet deadlines. Demonstrates exceptional problem-solving ability and is capable of handling difficult situations without seeking assistance from manager. Independently addresses complex situations requiring assessment or analysis to identify possible solutions. Anticipates possible problems that may arise when making decisions and acts promptly and carefully in a manner appropriate to the situation.
• 13. Ability to assist and act as a resource to other team members with troubleshooting on complex problems and often resolving prior to bringing it to the attention of the Outreach Senior Manager. Independently works on special projects as assigned in the area to address issues and meets goals of the department. Participates in ongoing quality improvement efforts of the department, utilizing good problem-solving skills and resourcefulness to address and resolve problems.
• 14. Performs other duties as assigned by Supervisor/Manager.

Qualifications

EDUCATION

High school diploma or GED required. Bachelor's Degree in business related field preferred.

EXPERIENCE

One (1) to two (2) years' work experience in a customer service environment preferably in hospital /physician office with patient interaction. Preferred candidate would have strong computer and communication skills including medical terminology. Previous medical, clinical laboratory, or customer service experience desirable.

LICENSURE

N/A

SPECIAL SKILLS

Self-directed, well organized and exhibiting team-oriented skills with the ability and desire to educate and convey instructions to patients and their families. Proficiency with Microsoft Word, EXCEL, and Access applications, and type at least 35 wpm preferred. Must be able to multitask and reprioritize in response to fluctuations in volume. Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff to meet the patient's needs. Basic understanding of phlebotomy and medical terminology. Excellent investigative, critical thinking and problem-solving skills. Intermediate computer skills and the ability to adapt to various programs/systems. Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow. Must be able to provide training or in-service to other staff, students and other areas within the department and hospital. Maintain calm and positive attitude in stressful situations. Has the ability to respond to changing workload and work environment. Must be able to work in a fast-paced environment. Must have the ability to always maintain professionalism. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.

YNHHS Requisition ID

187423