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Job Objective: A brief overview of the position.
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Responsible for delivering all aspects of laboratory client services, including in-house customer service for EMC, LabTechniques patient service centers, and outreach customers.
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Reports to
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Laboratory Director
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Supervises
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N/A
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Ages of Patients
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Neonate/ Infant
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Pediatric
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Adolescent
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Adult
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Geriatric
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Blood Borne Pathogens
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High Potential
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Qualifications
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Education
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Required: High School, GED or Higher Level Degree; Medical Terminology Course
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Preferred: Some College Courses
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Licensure/Certification
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Required: Current Certified Phlebotomy Technician (CPT I)
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Experience
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Required: 2 to 3 years healthcare experience as a CPT (CPT I or CPT II)
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Preferred: Telephone customer service
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Essential Responsibilities
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Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
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Properly uses telephone system, including: call rollover, call holding, outgoing and incoming call monitoring, and call transfer
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Verifies all mailing addresses of patient and physician prior to sending out laboratory reports.
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Provides quick responses to client requests, including: Laboratory test result of testing status on submitted outreach tests for both referred tests and in-house testing; supply ordering, including customized requisition forms; inform regarding specimen requirements, reference ranges, billing details of a general nature, and outreach services; dispatches others as necessary; fax daily reports and other requests, as necessary
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Competently utilizes information technology to access testing (specimen status, results, and requirements), and pricing information, in a timely manner
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Proficiently uses auto-dialing printing, fax and report printing equipment
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Maintains client service work station in an efficiently organized and orderly manner
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Ensures rapid and appropriate complaint resolution
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Maintains open line of communication with management team, laboratory staff, and other EMC departments
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Assists with body fluid exposure protocol
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Maintains familiarity with laboratory operations and medical terminology
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Maintains determined follow-through on problem resolution
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Cooperates with laboratory technical sections, LIS staff, phlebotomists, couriers, and marketing representative (i.e., the ability to work in a professional and positive manner with various “internal customers)
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Follows established policies, processes, and procedures as established by department manager
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Appropriately uses client action forms to document client problems that require investigation prior to resolution
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Assists in specimen processing &/or send outs when needed.
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Maintains proficiencies in phlebotomy skills.
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Tends data on laboratory issues.
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Monitors patient results to ensure results are provide to the correct ordering Physician
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Utilizes Laboratory Information System as appropriate
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Demonstrates proficiency in Laboratory Specimen processing and handling
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Maintains, orders and restocks OCB Physician supply room using PMM and Smart works programs.
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Works daily billing reports and STAR billing program to ensure proper billing of LAB, LED, LBR.
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Responsible for reviewing and revising Client Services procedures in LuciDoc
- Performs other duties as assigned
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Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.
