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Laboratory Outreach Customer Service Specialist

2 months ago

Bethlehem, Pennsylvania, United States St. Luke's Hospital Full time


St. Luke's takes pride in the expertise, dedication, and empathy of its workforce. Our employees are our greatest asset, and collectively, they are committed to fulfilling our organization's mission: an unwavering dedication to excellence in caring for the ill and injured, educating healthcare professionals, and enhancing access to care in the communities we serve, irrespective of a patient's financial situation.

Position Overview

The Laboratory Outreach Customer Service Specialist is responsible for managing both incoming and outgoing communications to the Customer Service Center. This role is pivotal in supporting the department's and network's mission and vision by delivering exceptional service recovery and prompt responses to customer inquiries and requests.

Key Responsibilities:

  • Responds to incoming calls (both internal and external) directed to the Lab Outreach Customer Service Center, ensuring top-notch customer service for all clients.
  • Organizes and dispatches Laboratory Outreach reports, Clinical Laboratory reports, and Anatomic Pathology reports.
  • Employs Epic, MyNet, LabCorps, Quest websites, and Google as resources to assist callers with inquiries and provide accurate information.
  • Prints outpatient reports and sends them via fax or mail upon request from physician offices or Lab Outreach leadership. Communicates STAT reports and abnormal test results to nursing units and physician offices as instructed. Sends all prothrombin time results to the ordering physician throughout the day.
  • Processes supply orders for SLPG physician offices through Service Now requests.
  • Reviews patient demographics and the ordering physician's details for all manual paper reports (referral test results, electrophoresis reports).
  • Ensures the accurate distribution of reports to physicians and other departments, auditing scripts to maintain quality and accuracy in line with LEM quality objectives.
  • Prepares scripts for collection by the storage company.
  • Handles report preparation and distribution as required by patient requests (completed release of information forms).
  • Serves as an internal support resource for network phlebotomists, nurses, doctors, and physician office staff, providing information on test ordering, specimen processing, special tests, and other inquiries.
  • Keeps a detailed log of each phone call in Service Now.

Physical and Sensory Requirements:

Ability to sit for up to 7 hours daily in 2-hour increments, stand for up to 3 hours daily in 2-hour increments, and walk for up to 2 hours daily in 30-minute increments. Frequent use of fingers for computer keyboard tasks and sorting patient reports. Occasional lifting and carrying of up to 10 pounds. Regular reaching above shoulder level and normal hearing and vision capabilities are required.

Education:

High School diploma or equivalent.

Training and Experience:

Preferred experience in a medical office setting and familiarity with medical terminology.

Applicants are encouraged to complete their application using their full legal name and current home address, including employment history for the past seven years. Additionally, uploading a current resume that outlines work history, education, and any relevant certifications or licenses is highly recommended. Creating a profile upon submitting your first application is also encouraged. Thank you for considering a career with St. Luke's.

St. Luke's University Health Network is an Equal Opportunity Employer.