Lab Customer Service Representative

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Laboratory Medicine Call Center Specialist responds to a wide range of calls in a fast-paced call center environment. Must handle an extremely heavy volume of patient and provider calls to answer questions, hand off to appropriate resources, provide results, and schedule tests, as appropriate. Complies with all HIPPA verification procedures to ensure that you are speaking with the appropriate party prior to providing information.

Take appropriate measures to resolve issues while ensuring YNHHS image of good customer relations is maintained at the highest level. Researches and investigates all patient and provider inquiries to direct callers to the correct source or follow up to resolve their issues involving the coordination of information from the patient with clinical and administrative areas. Individuals should be detail-oriented and possess excellent analytical skills to resolve the more complex inquiries.

Must balance good customer service skills with the need to expedite calls in order to meet the heavy demands.

EEO/AA/Disability/Veteran

• Ensures all patient and client questions are answered appropriately and that the information provided is accurate. Accurately reviews all the information recorded in the EMR and conveys the appropriate status of lab results to patients. Efficiently utilizes various Laboratory Medicine computer systems and paper documentation to provide accurate information to the client using hospital wide standards, reports laboratory test results to client offices.
  
  Clearly identifies and communicates location, directions, and hours of all Laboratory Draw Station sites with patients. Communicates any issues or questions to the patient regarding insurance and resolves as necessary. Enters appropriate comments and notes on the orders in the EMR identifying the resolution of issues.
• Can inform patients of their financial responsibility as it relates to billing requirements and non‑covered balances. Gathers and redirects pertinent information to the appropriate department section personnel. Directs calls appropriately to other YNHH Departments as needed (e.g., Radiology, Surgical Pathology, Cytopathology) but always first attempting to solve the problem without need for the client to make another phone call. Documents customer service complaints and resolution as per YNHHS policies and procedures.
  
  Works effectively with other sections within the Department including front‑end processing, send‑out office, individual laboratories, and central administration. Collates problems and issues to identify trends to improve services to clients. Establishes relationships with Outreach clients to facilitate responsibilities.
• Able to work in a fast‑paced environment with demonstrated ability to prioritize multiple, competing tasks and demands. Selects priorities and organizes work to meet them. Performs daily check of Batch‑Fax Log to ensure accurate, efficient, and complete automatic patient report delivery. Faxes any failed communications ensuring all clients receive their test results in a timely manner. Adds‑on lab tests to existing tests for clients.
  
  Understanding the stability requirements and sample types involved and which is appropriate in each situation.
• Reviews the Epic follow‑up lists to call patients when their samples need recollection and explains the situations to patients in a professional manner. Cancels laboratory testing as requested by health care professionals calling into Laboratory Medicine Customer Service. Updates and corrects the CC physicians in Epic to route testing to the appropriate clients. Participates in problem solving by either solving problems or bringing them to the attention of the manager.
  
  Adheres to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates.
• Verifies the accuracy of laboratory…