Call Center Representative, Laboratory Administration - Day Shift

Job Description

Be a part of a world-class academic healthcare system, Ingalls Memorial Hospital, as a Call Center Representative in the Lab Development department. Here, you will responsibility will be to cooperate with supervisory personnel to employ a teamwork approach. At UChicago Medicine, quality diagnostic testing is coupled with exceptional customer service. Our laboratory provides a full array of testing services to support your patient care at whatever level you may require, helping to make the process seamless for you and your patients. Specific departments within our general laboratory services include chemistry, hematology, phlebotomy and blood bank. Laboratory services are available for urgent or standard result times. We can analyze specimens at the cellular, chemical, endocrinological or immunologic levels. This department is in the Laboratory Development Center.  This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

 

The representative’s primary areas of responsibility are to provide customer service support to Ingalls Hospital Physicians, their office staff and all other Ingalls Laboratory accounts.

 

Essential Job Functions 

• Automatic Call Distribution: 12-15% of all incoming calls; < 5% abandoned calls
• Coordinates daily on-call phlebotomy/courier staff persons, dispatching to appropriate LTC facility and clients
• Accepts shared tasks (i.e. customer mailings, billing tasks, etc.) as distributed and completes within the specified time frame
• Answers telephone within three (3) rings, utilizing appropriate telephone courtesy and customer service skills
• Presents a LEAN idea or participants in a LEAN event at least once every 24 months
• Maintains proper attendance requirements per hospital policy
• Reports diagnosis verbally to attending physician, unit secretary or unit nurse
• Treat people with dignity – respect the privacy and confidentiality of each patient
• Anticipates your customer’s needs and freely offer your help
• Demonstrates ability to trouble-shoot/resend failed faxes and print jobs to client accounts
• Correctly handles panic value reporting in SCC (footnotes contact person’s name, CSR initials, date and time of call)
• Shows respect, empathy and concern throughout resolution of issues or concerns
• Complies with ACD status login and logout procedure
• Shares responsibility of correctly sorting and scanning Clinical Lab orders
• Shares necessary information (CSR call-ins, Courier call-ins, system down time etc.) by posting notes on department dry erase board
• Takes messages noting time, date, caller’s name and status of call
• Accesses appropriate databases to look up pathology or clinical reports for physicians as requested
• Develops and maintains filing system to expedite retrieval of laboratory documents
• Find answers – don’t assume someone else will take care of it
• Handles the majority of calls answered independently and utilizes tools (online manual, lab service manual, and notes) to find information
• Demonstrates knowledge of lab tests by providing correct specimen collection information to clients
• Assumes share of incoming fax requests (ex: supply requests, SoftPath corrections, signed add-on forms, orders, etc.)
• Queries correct patient results and prints/faxes reports as needed
• Completes problem forms with proper documentation in SCC; attempts to close problem within 24 hours; requires minimal supervision
• Assumes share of Call List responsibility (Average # calls Closed Rating)
• Correctly completes add-on testing (orders correct test in SCC, notifies appropriate department, properly fills out faxes/”add/credit” sheets)
• Complies with safety policies and biohazard procedures (i.e., correct fire drill evaluation, sample handling, etc.)
• Complies with general IMH policies
• Complies with all IMH corporate policies (i.e., Attendance & Punctuality, Corrective action, personal calls, computer use, etc.)
• Complies with HIPAA rules and regulations
• Maintains confidentiality of all departmental information at all times
• Complies with Medicare compliance policies and successfully completes compliance training packet test
• Supports departmental LEAN initiatives through direct participation or the follow through of the standard work created through a LEAN event
• Knows, follows and actively supports the philosophy, mission and vision of Ingalls Hospital
• Handles all incoming phone calls to physician call center from clients and hospital units
• Greets all customer calls by announcing department’s name, maintains calm tone of voice, does no