Patient Support Services Specialist

2 weeks ago

Portland, Oregon, United States Kaiser Permanente Full time

Role Overview:
As a vital resource for both internal and external stakeholders, you will engage with healthcare providers, medical personnel, laboratory teams, and patients to address inquiries related to physician orders, laboratory testing protocols, and results.

Key Responsibilities:
1. Laboratory Services:
- Enter test results into the Laboratory Information System (LIS) for both external and internal tests.
- Process lab orders from external providers within the LIS.
- Ensure all necessary documentation for reports, requests, and results is completed accurately.
- Communicate results, including critical values, to clinical staff across the region.
- Track and respond to messages from providers through the EPIC messaging system.
- Collaborate with providers to support both contracted and non-contracted testing.
- Inform patients about lab orders and pre-analytical testing requirements, including any necessary recollections.
- Amend referral lab test results and notify the ordering provider as required.

2. Call Center Operations:
- Manage incoming calls from providers, lab staff, and members seeking assistance with testing information.
- Identify medical and laboratory situations that require escalation to other departments and ensure follow-up for resolution.
- Serve as the first point of contact for member complaints, escalating to management when necessary.
- Document each call comprehensively, summarizing actions taken.

3. Administrative Duties:
- Monitor pending test lists to ensure timely turnaround for both internal and external clients.
- Assist in coordinating non-formulary order submissions and monitor laboratory utilization in collaboration with the Lab Utilization Committee.
- Submit billing credits for any laboratory errors and coordinate transportation for specimens collected from external facilities.

4. Specimen Collection Expertise:
- Act as a subject matter expert on specimen collection requirements and constraints.
- Assess specimen integrity and stability according to established guidelines.
- Update internal resources on changes to referral lab testing requirements through change management processes.
- Serve as the primary resource for addressing specimen and collection inquiries during computer downtimes.

Qualifications:
- Minimum of two years' experience in the medical laboratory field or ASCP certification with one year of experience.
- High school diploma or GED required.
- Must possess a working knowledge of medical terminology and basic computer systems.

Skills:
- Ability to type at least 20 words per minute with 90% accuracy.
- Demonstrated customer service skills and the capacity to manage multiple tasks in a fast-paced environment.
- Strong organizational and detail-oriented skills are essential.

Preferred Attributes:
- Ability to work independently with minimal supervision.
- Excellent judgment, analytical, and problem-solving skills.
- Capability to provide exceptional customer service to individuals in vulnerable situations.

Company:
Kaiser Permanente

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