Client Services Representative - LAB

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career! 
 

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

SHIFT: 2:00 PM - 10:30 PM M-F Rotating Weekends, Holiday's possible On-Call

EXPERIENCE AND EDUCATION

Required

• Education
  High School Diploma or equivalent. 
   

• Experience
  1 year previous experience in Client Services 
   

Preferred

• Experience
  1 year previous related laboratory experience and 
   

JOB DUTIES

• Main telephone liaison between the hospital and laboratory staff as well as between outside clients and laboratory staff, and as the liaison, will be in constant communication with patients, doctors & nurses throughout the facility and DFW. Answer incoming calls and either forward appropriately, assist the client by answering routine questions, or research the answers to more detailed questions and follow up with client to ensure understanding.
• Maintains daily productivity goals and key indicators, including <5% call abandon rate and 95% of calls answered in <20 seconds. Ensure confidentiality of patient information.
• Utilize computer systems, including Epic and SunQuest, to determine status of tests, locate specimens, and research test cancellations.
• Work closely with Specimen Processors and Phlebotomists to ensure proper specimens are drawn and that add-on tests can be done. Work with point person in each laboratory section to ensure all section-specific questions are answered in a timely manner.
• Retrieve patient reports from database programs for various labs to fax/mail, etc. to clients upon request. Obtain missing demographical information in requisitions by contacting the client when necessary.
• Obtain client requests for supplies or transport media and ensure that the requests are processed in a timely manner.
• Coordinate specimen pick-ups via online CitySprint Courier Services for on-campus and off-campus clients. Continuous review of the courier schedule to make certain specimens are picked up in a timely manner.
• Demonstrate ongoing competency skills, above level problem solving skills and decision-making abilities.
• Support and comply with the Quality Management Program.

SECURITY AND EEO STATEMENT

Security
This position is security-sensitive and subject to Texa