Laboratory Client Service Representative

3 weeks ago

Wenatchee, United States Confluence Health Full time

Salary Range

$20.86 - $32.62
Overview

Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.

Full Time Employees of Confluence Health receive a wide range of benefits in addition to compensation.

  • Medical, Dental & Vision Insurance
  • Flexible Spending Accounts & Health Saving Accounts
  • CH Wellness Program
  • Paid Time Off
  • Generous Retirement Plans
  • Life Insurance
  • Long-Term Disability
  • Gym Membership Discount
  • Tuition Reimbursement
  • Employee Assistance Program
  • Adoption Assistance
  • Shift Differential
For more information on our Benefits & Perks, click here

Summary

The Laboratory Client Services Representative is responsible for daily customer services as they relate to pre-analytical and post analytical service quality. Responsibilities include: customer and referral laboratory communications; provision of customer requested information related to laboratory services; obtain required information from customers relating to test order clarification, registration demographics and billing information; patient registration and test order entry; specimen receipt and assessment of specimen acceptability; specimen handling; storage and transport; problem identification, reporting and
implementation of remedial actions.

Position Reports To: Laboratory Manager

Essential Functions

  1. Handles customer inquiries received by telephone, fax, or email regarding reporting of patient results, inquires of tests and services, concerns of service failures, and other duties to provide superior service.
  2. Contact the client to resolve stat and routine matters related to patient testing and result reporting.
  3. Report client concerns using established protocols.
  4. Provides education and guidance to clients about lab processes.
  5. Understands the importance of Quality Service and how it is measured.
  6. Escalates issues as appropriate using established protocols.
  7. Works with the billing department to resolve laboratory billing issues.
  8. Provides feedback to laboratory management regarding quality and training issues relating to specimen collection and processing.
  9. Provides support to lab assistants, technical staff, and the laboratory management team on emergent and complex issues.
  10. Researches and responds to requests for test information, specimen requirements, supplies, and fees associated with internal and referred laboratory testing.
  11. Exercises careful deliberation and judgement while responding to emergent situations to best serve patients and caregivers.
  12. Demonstrates excellent information management skills through case ownership, prioritization, handling, documentation, reporting, and follow-through.
  13. Other duties as assigned.

Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.

Qualifications

Required:
  • High School diploma or equivalent (GED).
  • 3-5 years of laboratory experience.
  • Excellent verbal and written communication skills.
  • MA-P certification.
Desired:
  • Associate's degree.
Physical/Sensory Demands

O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.

Physical/Sensory Demands For This Position:
  • Walking -F
  • Sitting/Standing - F
  • Reaching: Shoulder Height - O
  • Reaching: Above shoulder height - O
  • Reaching: Below shoulder height - O
  • Climbing - O
  • Pulling/Pushing: 25 pounds or less - O
  • Pulling/Pushing: 25 pounds to 50 pounds - O
  • Pulling/Pushing: Over 50 pounds - O
  • Lifting: 25 pounds or less - F
  • Lifting: 25 pounds to 50 pounds - F
  • Lifting: Over 50 pounds - O
  • Carrying: 25 pounds or less - O
  • Carrying: 25 pounds to 50 pounds - O
  • Carrying: Over 50 pounds - O
  • Crawling/Kneeling - O
  • Bending/Stooping/Crouching - F
  • Twisting/Turning - F
  • Repetitive Movement - O
Working Conditions:
  • Work is performed in a clinical laboratory. Tasks involve the potential for exposure to blood or body fluids containing blood, or other potentially infectious materials, and the use of Personal Protective Equipment (PPE) is required.
Job Classification:
  • FLSA: Non-Exempt
  • Hourly/Salary: Hourly
Physical Exposures For This Position:
  • Unprotected Heights - No
  • Heat - No
  • Cold - No
  • Mechanical Hazards - Yes
  • Hazardous Substances - Yes
  • Blood Borne Pathogens Exposure Potential - Yes
  • Lighting - No
  • Noise - Yes
  • Ionizing/Non-Ionizing Radiation - No
  • Infectious Diseases - Yes

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