Lab Customer Service Specialist - Full-time - Days

Under limited supervision, provides customers with high quality services during registration and order entry and during communication of test and other pertinent information that would aid in efficient utilization of laboratory services.

Education:

• HS; Additional college preparation in the biological and/or laboratory sciences is preferred

Experience:

• 6 months of specimen processing/phlebotomy training or related experience

Skills:
• Knowledge of medical terminology and insurance coverage and billing Knowledge of problem resolution strategies for customer service matters Excellent skill in Customer Service techniques
• Skill in Lab Information System and other computer applications
• Ability to type quickly and accurately
• Ability to listen attentively and analyze problem with accuracy
• Ability to prioritize work, pay attention to detail and multi-task
• Skill in oral and written communication

Principal Duties and Responsibilities:
• Ensures optimum customer satisfaction by following through with appropriate documentation and maintaining customer focus in stressful situations.
• Resolves customer service problems by systematically analyzing the problem, researching alternative solutions, and initiating appropriate documentation.
• Uses appropriate telephone technique
• Ensures all patient information is current and accurate at time of registration. Accurately inputs patient information into computer to identify existing, or initiate new medical record/patients' labels. Scans at time of registration all insurance cards, photo ID and other pertinent documents.
• Ensures insurance eligibility by performing insurance verification. Follows insurance requirements such as Medicare Secondary Payer Questionnaire, ABN processes, capitated lab requirements.
• Manages Data by utilizing the appropriate computer systems and software application to enter and retrieve data, order tests and document problems.
• Troubleshoots hardware/equipment problems, i.e. printers, fax machine
• Participates in the Laboratory’s continuing education program and meets requirements as described in the Laboratory Continuing Education Policy.
• Shares knowledge gained from seminars, workshops, etc. through formal and informal presentations.
• Completes all registrations accurately and in a timely manner
• Ensures notification of the appropriate healthcare provider of any information related to patient care.

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.