Lab Customer Support Representative

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Expected pay for this position is $17.66 - $19.63/hour. Actual pay will be determined by experience, skills and internal equity. This is an Hourly position.

Overview:

POSITION SUMMARY: According to established procedures, answer telephones, greet callers, document employee call-in, facilitate caller requests and needs. Utilize patience and persistence in handling anxious callers under difficult circumstances. Utilize departmental policies and procedures to independently perform multiple tasks that support quality patient care. Provide client with test information including specimen requirements, shipping and handling specifications, pricing, correct order completion, cancellation and adding tests, plus other pertinent information. Troubleshoot issues involving multiple areas of the laboratory, including courier services, processing, pathology and all clinical departments. Facilitate Stat/PRN courier pick-ups and other service requests. Maintain daily call log by recording caller, caller’s request, and any action taken, including documenting outgoing Stat and critical result calls, and file daily call log at the end of shift. Scan documents into Epic media manager and manage the communication log for the calling/management of critical and stat lab test results, according to applicable regulations.

Qualifications:

REQUIRED QUALIFICATIONS:

 

• High School diploma or equivalent.
• Basic computer skills and knowledge required.

 

PREFERRED QUALIFICATIONS:

•  Experience with EPIC/Beaker and Atlas computer systems as used within the laboratory, throughout the system, and integrated into our customer’s facilities and practices.
• 2+ years of Customer Service Experience
• Experience with medical terminology.

 

OSF HealthCare is an Equal Opportunity Employer.