Customer Srv Representative

Summary

This position is supervised by the Laboratory Manager. They are responsible for ensuring that physicians, outside clients, patients, and all other customers receive superior customer service. Major responsibilities include the accurate and timely distribution of reports; the retrieval of test results for customers; communications including extensive telephone time with physicians, office staff, outreach clients, and other Laboratory departments; the receipt, processing and distribution of specimens for testing while maintaining

specimen integrity and turnaround time; processing of all esoteric testing including requisitions; interpretation and LIS entry of test orders; and providing service to customers at the outpatient drawing stations.

Responsibilities

• (30%)*
• Responds to customer needs and helps to resolve exceptions. Calls patients for return specimen collection. Provides collection information to physicians, office staff, patient, etc.
• Provides the rapid and accurate communication of test results and critical values to customers using the telephone, fax, microfiche, manual distribution and mail. Organizes and retrieves stored test results for customers on a regular basis.
• (20%)*
• Receives, sorts and distributes specimens from all customers to the testing departments to help ensure specimen integrity and rapid turnaround time of results. Retrieves specimens from storage for add on tests or rechecks.
• (50%)*
• Processes specimens for esoteric testing including completion of electronic and manual requisitions, centrifugation and aliquoting of specimens, and packaging of specimens for transport on a regular basis. Functions as a resource person unusual test requesting the internet as a resource.
• OTHER DUTIES AND RESPONSIBILITIES: Adheres to patient test management procedures as defined by Federal CLIA regulations and CAP. Adheres to all laboratory safety policies and procedures.
• Accurately enters patient demographics and billing information for incoming specimens including Pap smears and tissues according to department protocols. Interprets physician orders and accurately enters order in LIS.
• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft� Windows. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.
• Certifications and Licensures
• Required Education
• High School Diploma or GED with strong science background required.
• Other Information
• EXPERIENCE, TRAINING AND SKILLS: Communication, customer service, computer, and organizational skills required.
• Mandatory Occupational Safety and Health Administration (OSHA) training must also be completed annually according to the Exposure Control Plan.
• Medical terminology preferred.
• One-year laboratory experience; clerical, receptionist or phlebotomy experience preferred.
• Familiar with specimen integrity guidelines; laboratory test terminology; current laboratory policies, procedures, and protocols preferred.
• PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS: Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.
• Equivalent Experience and Other Comments (Education)
• High School Diploma or GED with strong science background required.

Responsibilities

• (30%)*
• Responds to customer needs and helps to resolve exceptions. Calls patients for return specimen collection. Provides collection information to physicians, office staff, patient, etc.
• Provides the rapid and accurate communication of test results and critical values to customers using the telephone, fax, microfiche, manual distribution and mail. Organizes and retrieves stored test results for customers on a regular basis.
• (20%)*
• Receives, sorts and distributes specimens from all customers to the testing departments to help ensure specimen integrity and rapid turnaround time of results. Retrieves specimens from storage for add on tests or rechecks.
• (50%)*
• Processes specimens for esoteric testing including completion of electronic and manual requisitions, centrifugation and aliquoting of specimens, and packaging of specimens for transport on a regular basis. Functions as a resource person unusual test requesting the internet as a resource.
• OTHER DUTIES AND RESPONSIBILITIES: Adheres to patient test management procedures as defined by Federal CLIA regulations and CAP. Adheres to all laboratory safety policies and procedures.
• Accurately enters patient demographics and billing information for incoming specimens including Pap smears and tissues according to department protocols. Interprets physician orders and accurately enters order in LIS.
• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft� Windows. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Qualifications

• EXPERIENCE, TRAINING AND SKILLS: Communication, customer service, computer, and organizational skills required.
• Mandatory Occupational Safety and Health Administration (OSHA) training must also be completed annually according to the Exposure Control Plan.
• Medical terminology preferred.
• One-year laboratory experience; clerical, receptionist or phlebotomy experience preferred.
• Familiar with specimen integrity guidelines; laboratory test terminology; current laboratory policies, procedures, and protocols preferred.
• PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS: Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
• Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.
• Physical Demand Level: Sedentary.
• Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.