Referral Representative II

3 weeks ago

Marlborough, United States Quest Diagnostics Incorporated Full time

Category Laboratory Location Marlborough, Massachusetts Job function Operations Job family Laboratory Operations

Shift Day Employee type Regular Full-Time Work mode On-site

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.

* Retrieve, sort and process specimens for shipment to referral laboratories.
* Ensure sample quality and accuracy. Identifies 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.
* Advise Customers, Client Services and Sales of test delays.
* 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.
* Track and report metrics required for monitoring Referral Vendor effectiveness.
* Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test.
* Resolve interface exception logs and ensure exceptions are resolved in a timely manner.
* Issue revised reports as necessary in accordance with defined guidelines.
* Identify and escalate Reportable Quality incidents to supervisors.
* Troubleshoot referral issues and notify supervisor of potential problems.
* Assist in training Referral Assistant and Referral Rep I.
* Participate in special projects regarding Referral Testing.
* 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.

QUALIFICATIONS

Required Work Experience:

Minimum three (3) to five (5) 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 handle several tasks simultaneously for maximum department efficiency.
* Demonstrate strong independent problem-solving skills to be able to handle complex and challenging issues.
* Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers 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

High School Diploma or Equivalent(Required)

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