Referral Representative I - 3rd shift

Description: Summary
Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and
follow up with complex customer issues. Act as a liaison between internal and external customers and
Referral vendors.
Duties and Responsibilities
" Retrieve, sort and process specimens for shipment to referral laboratories.
" Ensure sample quality and accuracy. Identify problems with specimen types, missing
information, incorrect temperature, quantity not sufficient, etc.
" Prepare specimens and packages for shipment ensuring they are prepared according to
IATA regulations.
" Responsible for filing departmental documents.
" Handle all customer inquiries regarding reporting of results, service failures and other quality
issues to provide customer satisfaction.
" Report laboratory results using established protocols.
" Contact clients to resolve routine or medical/technical matters related to patient testing
and result reporting using established protocols.
" Perform investigations and provide resolution to complex Referral Testing issues.
" Research test availability using established protocol for selecting a referral vendor.
" Assist Client Services, Customers and Sales by effectively answering questions and
responding to concerns in a timely manner.
" Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of
notification. Document thoroughly; elevate issues of concern to supervisor.
" Identify and escalate Reportable Quality incidents to supervisors.
" Maintain work area in a safe, functional and sanitary condition.
" Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
" Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work
practice controls as directed by management.
" Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required Work Experience:

Minimum one (1) to two (2) years clinical laboratory experience.


Preferred Work Experience:

Customer service and/or medical background preferred.


Physical and Mental Requirements:

" The normal performance of duties may require lifting and carrying objects: Objects 1 to 10
pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried
occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50
pounds are not to be lifted or carried without assistance.
" Ability to stand and work at the bench for long periods of time.
" Frequent walking and/or standing.
Knowledge:
" Basic understanding of the operations of Client Services and Specimen Processing.
" Thorough understanding of Referral Testing.
" Basic medical terminology applicable to clinical laboratory.
Skills:
" Must be detail-oriented, have the ability to work independently, establish work priorities and
to handle several tasks simultaneously for maximum department efficiency.
" Demonstrate strong independent problem-solving skills.
" Interpersonal skills necessary to deal courteously and effectively with supervisors, coworkers and clients.
" Communication skills necessary to handle telephone inquiries from clients and vendors.
" Ability to deal with patient and client information in a confidential manner.
" Good data entry skills required.
" Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems

Education Requirements:

High School Diploma or equivalent - REQUIRED

Work Environment:

Required to handle biological samples and potentially hazardous chemicals.

Custom Fields:
Name: State of Credentials/Licenses Required
Value: n/a

Name: Is Position Eligible for Remote Work?
Value: No

Name: Justification for Temp
Value: Additional Employee to cover volume increases.

Name: GLBU-SiteCode
Value: 69000-KS:Quest-10101 Renner Blvd

Name: Reporting Business Unit (RBU)
Value: 69007:Quest Diagnostics-Lenexa

Name: GL Account
Value: 551100|Temp Labor: Agency Non-Taxa (Contingent, All but PA and CT Locations)

Name: Time Zone
Value: Monday-Friday 2:30pm-11:00pm CDT
2nd shift

Name: Federal Contract Work in Lab
Value: No

Name: Is Covid Vaccination Required?
Value: None

Name: CapEX
Value: None

Name: Line of Business (LOB)
Value: 300:Diagnostics Information Servic

Name: Is this a hospital site that requires additional credentialing?
Value: No