Exception Handling Specialist

Job Title:

Exception Handling Specialist Job Description

The Exception Handling Specialist supports a busy medical laboratory by troubleshooting and resolving issues related to specimens and testing. This role serves as a key internal and external resource for specimen and test information, ensuring accurate processing, high-quality service, and strong customer support for patients, clinicians, and internal teams.

• Troubleshoot and resolve laboratory issues related to specimen handling, test ordering, and result processing.
• Effectively utilize available resources to maximize productivity, set priorities, and ensure high-quality service.
• Use the Laboratory Information System (LIS) to order, credit, note out, and cancel tests, and to determine specimen acceptability.
• Identify appropriate tubes, containers, transport media, and storage temperatures for each test type.
• Provide clear information on specimen requirements, reference ranges, and specimen stability to internal and external stakeholders.
• Collaborate with internal departments to resolve problems and ensure timely and accurate testing.
• Understand and follow processes for test requesting, labeling, specimen storage and retrieval, and tracking of all specimens received for testing.
• Monitor and interpret current work lists and track all ordered tests analyzed to ensure completion and accuracy.
• Utilize strong customer service skills to handle inquiries efficiently and professionally.
• Perform administrative duties such as maintaining accurate records and documentation.
• Adhere to departmental policies, procedures, and regulatory requirements at all times.
• Maintain confidentiality of patient, client, employee, and company information, including Protected Health Information (PHI).
• Demonstrate commitment to compliance with applicable laws and regulations, including CAP, CLIA, HIPAA, Safety, and OSHA standards.
• Establish and maintain positive working relationships with employees, physicians, vendors, clients, and external agencies.
• Handle difficult situations involving patients, physicians, or others in a professional and respectful manner.
• Work both independently and as part of a team, showing flexibility in supporting organizational needs.
• Use related software systems proficiently to support daily operations and documentation.
• Perform all other duties as assigned to support laboratory operations and service quality.

• High school diploma or equivalent (required).
• State licensure if applicable (required).
• Preferred two years of experience in a medical laboratory environment.
• Experience with Laboratory Information Systems (LIS), including test ordering, crediting, canceling, and specimen tracking.
• Knowledge of specimen accessioning, specimen handling, and basic laboratory workflows.
• Understanding of regulatory requirements including CAP, CLIA, HIPAA, Safety, and OSHA regulations.
• Strong customer service skills with experience supporting patients, clinicians, or customers.
• Ability to communicate effectively, both orally and in writing.
• Ability to work independently with strong attention to detail and a focus on quality.
• Ability to prioritize and re-prioritize tasks in a fast-paced environment based on changing demands.
• Ability to handle difficult situations involving patients, physicians, or others in a professional manner.
• Ability to work well with others in a team-oriented environment and maintain positive relationships.
• Ability to maintain strict confidentiality of employee, patient, client, and company information, including PHI.
• Demonstrated commitment to compliance with federal and state regulations and internal policies.
• Demonstrated respect for all individuals and adherence to organizational values and business practices.
• Ability to…