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Client Services Representative

2 weeks ago

Sioux Falls, SD, United States Avera Health Full time
Location:

Avera McKennan Hospital

Worker Type:
Regular

Work Shift:
Primarily days with rotating weekends and holidays (United States of America)

Pay Range:

The pay range for this position is listed below. Actual pay rate dependent upon experience.
$23.50 - $34.50

Position Highlights

This position may be eligible for a $10,000 sign on bonus with a 2 year commitment.

This position is eligible for Avera's Student Loan Repayment Program which helps you pay off your loans and save money. Each month an extra payment of $167 (up to $10,000) from Avera will help pay down your principle balance faster.

Schedule: Monday - Friday from 8:30 am - 5:00 pm. Rotate Saturday only every 5th to 7th week.

This primarily provides client support and will also include some time in the lab doing send outs when needed to reference labs. This position does not include phlebotomy.

You Belong at Avera

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

A Brief Overview

Responsible for daily customer services as they relate to service quality, communication, billing and order entry clarification, obtaining missing information from customers, specimen requirements, phlebotomy, entry of test results, specimen shipping, and any other customer requests for assistance. As assigned, the Client Services Representative will be responsible for advanced problem resolution, workload assignments/adjustments within the department and/or Campus Patient Service Centers and serves as the primary resource for the department of Client Services.

What you will do
  • Accesses and communicates by telephone, fax, or electronic means laboratory data, results, pertinent technical and/or specimen collection information to customers in an accurate and timely manner. Carries department wireless phone. Responds to all calls for assistance.
  • Acts as a liaison between the customer and laboratory personnel. Serve as first line resource to customers for problem resolution. Refers non-routine and technically demanding questions to appropriate resource individuals.
  • Obtains omitted customer required information or documentation relating to test order clarification, verbal orders, billing/crediting information, test add-on and/or cancellation information.
  • Receives communication on and expedite dispatch of customer phlebotomy, supply and courier requests.
  • Monitors daily workflow related to customer support, suggests improvements as needed to improve quality in the services provided. Coordinates specimens for referred testing, to include proper packaging and handling of hazardous materials.
  • Enters reference report results to patient records. Monitor referred laboratory test reports to assure referred testing results are being returned in a timely manner. Monitors laboratory report interfaces and troubleshoot as needed.
  • Recommends or completes problem resolution and determines when appropriate to refer to management for resolution or intervention.
  • Checks specimen problem rack and assigns follow up/problem resolution.
  • Picks up requisitions from processing area in accordance with time schedule and assigns problem resolution as necessary.
  • Monitors workload of Client Service staff, adjusts as necessary. Adjusts staffing assignments and/or schedules as needed in absence of supervisory staff.
Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License/Certification, or Work Experience:
  • Associate's Transcript showing Medical Laborator Technology degree or
  • Technical Certificate Transcript showing Medical Laboratory Technology degree
  • Medical Laboratory Technician (MLT) - American Medical Technologists (AMT) within 1 Year or
  • Medical Laboratory Technician (MLT) - American Society for Clinical Pathology (ASCP) within 1 Year
Expectations and Standards
  • Commitment to the daily application of Avera's mission, vision, core values, and social principles to serve patients, their families, and our community.
  • Promote Avera's values of compassion, hospitality, and stewardship.
  • Uphold Avera's standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
  • Maintain confidentiality.
  • Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
  • Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.
Benefits You Need & Then Some

Avera is proud to offer a wide range of benefits to qualifying part-time and full-time employees. We support you with opportunities to help live balanced, healthy lives. Benefits are designed to meet needs of today and into the future.
  • PTO available day 1 for eligible hires.
  • Up to 5% employer matching contribution for retirement
  • Career development guided by hands-on training and mentorship


Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to talent@avera.org.