CLIENT SERVICES REPRESENTATIVE-CPT
4 weeks ago
- Job Objective: A brief overview of the position.
- Responsible for delivering all aspects of laboratory client services, including in-house customer service for EMC, LabTechniques patient service centers, and outreach customers.
- Reports to
- Laboratory Director
- Supervises
- N/A
- Ages of Patients
- Neonate/ Infant
- Pediatric
- Adolescent
- Adult
- Geriatric
- Blood Borne Pathogens
- High Potential
- Qualifications
- Education
- Required: High School, GED or Higher Level Degree; Medical Terminology Course
- Preferred: Some College Courses
- Licensure/Certification
- Required: Current Certified Phlebotomy Technician (CPT I)
- Experience
- Required: 2 to 3 years healthcare experience as a CPT (CPT I or CPT II)
- Preferred: Telephone customer service
- Education
- Essential Responsibilities
- Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
- Properly uses telephone system, including: call rollover, call holding, outgoing and incoming call monitoring, and call transfer
- Verifies all mailing addresses of patient and physician prior to sending out laboratory reports.
- Provides quick responses to client requests, including: Laboratory test result of testing status on submitted outreach tests for both referred tests and in-house testing; supply ordering, including customized requisition forms; inform regarding specimen requirements, reference ranges, billing details of a general nature, and outreach services; dispatches others as necessary; fax daily reports and other requests, as necessary
- Competently utilizes information technology to access testing (specimen status, results, and requirements), and pricing information, in a timely manner
- Proficiently uses auto-dialing printing, fax and report printing equipment
- Maintains client service work station in an efficiently organized and orderly manner
- Ensures rapid and appropriate complaint resolution
- Maintains open line of communication with management team, laboratory staff, and other EMC departments
- Assists with body fluid exposure protocol
- Maintains familiarity with laboratory operations and medical terminology
- Maintains determined follow-through on problem resolution
- Cooperates with laboratory technical sections, LIS staff, phlebotomists, couriers, and marketing representative (i.e., the ability to work in a professional and positive manner with various internal customers)
- Follows established policies, processes, and procedures as established by department manager
- Appropriately uses client action forms to document client problems that require investigation prior to resolution
- Assists in specimen processing &/or send outs when needed.
- Maintains proficiencies in phlebotomy skills.
- Tends data on laboratory issues.
- Monitors patient results to ensure results are provide to the correct ordering Physician
- Utilizes Laboratory Information System as appropriate
- Demonstrates proficiency in Laboratory Specimen processing and handling
- Maintains, orders and restocks OCB Physician supply room using PMM and Smart works programs.
- Works daily billing reports and STAR billing program to ensure proper billing of LAB, LED, LBR.
- Responsible for reviewing and revising Client Services procedures in LuciDoc
- Performs other duties as assigned
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