Lab Service Representative

Duties:
Helps to identify and meet the needs of laboratory customers. Corresponds by telephone to provide information and resolve problems related to test requests, submission requirements, and result status.
Uses information systems to gather data and track client encounters. Depending on site-specific job duties, may perform specimen collection as a primary duty. Must demostrate competency, reliability, productivity, and compassion on a sustained basis.
Accession incoming laboratory specimens for testing. Initiates prior authorization process and tracks status in LIS. Experience with Epic and Atlas LIS desired.

Skills:
1. Interacts with laboratory customers as a resource for test requests, submission and specimen requirements, supplies, results, and use of the Laboratory Information Systems.
2. Demonstrates strong customer service focus by serving as a role model to laboratory staff in the areas of communication, teamwork, ownership, reliability, and sensitivity.
3. Understands and uses service recovery concepts and tools.
4. If applicable to the location, performs all Laboratory Assistant duties including specimen collection, with an acceptable level of competency. Following successful completion of competency testing may perform processing, testing, and reporting without direct supervision.
5. Coordinates expedited handling of routine and special test requests, including specimen processing, transportation, and reporting.
6. Trains employees, students, and/or laboratory customers, which may involve occasional visits to customer sites.
7. Implements systems to track client encounters and ensure timely follow-up. Maintains and reports performance information on laboratory service standards.
8. Coordinates expedited handling of special test requests, including arrangements for transportation and reporting.
9. Complies with established departmental and institutional policies and procedures, objectives, quality assessment and improvement programs, safety, environmental, and infection control standards.
10. Performs other related duties as assigned or requested.
Strong attention to detail.
2-3 years experience with Epic and Atlas LIS and knowledge of billing and prior authorization processes are desired.
Competency with Microsoft Office software is desired.

Education:
1. High school graduate.
2. Requires two to three years of clinical laboratory experience with a working knowledge of specimen collection, handling, preparation and work flow.

3. Must meet or exceed core customer service responsibilities, srandards and behaviors as outlined in the company Customer Service policy as summarized below:
- Communication
- Understanding
- Sensitivity
- Teamwork
- Ownership
- Motivation
- Excellence
- Respect

4. Must practice the customer service skills as provided through ongoing training an in-services.

5. Must possess the following personal qualities:
- Self-direction;
- Flexibility and commitment to the team concept;
- Demonstrates teamwork, initiative and willingness to learn;
- Demonstrated knowledge and practice of effective customer service skils;
- Willing to instruct others;
- Open to new learning experiences;
- Demonstrate customer service values.

Preferred Qualifications: Knowledge about the care of the pediatric and adolescent patient. Previous home care experience.
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