Lab Call Center Part Time

Job Summary

Responsible for providing accurate and consistent information to providers, staff, and/or patients in relation to clinical laboratory operations. The nature of this work spans all areas of the lab and relates to preanalytical and postanalytical processes and procedures, including: processing specimens, resolving specimen issues, and reporting results. The Representative will use Epic to document all work performed to ensure adherence to standard operating procedure with regards to recording, addressing and resolving issues, specimen processing tasks, and inquiries in a timely manner. The role requires collaboration with all departments within lab and all healthcare providers who utilize lab services.

Essential Functions

• Responds to providers, clinical staff or patient clinical inquires via phone, email, chat, PerfectServe or EMR, and in doing so ensures exceptional customer experiences and confirms customer’s understanding of information.
• Assesses complexity and priority of work and escalates processing/calls/resulting as appropriate, and documents all relevant clinical information and summary of interactions in EMR.
• Contacts providers, patients or staff with sensitive (I.e. HIPAA/PHI information) or critical clinical information related to patient laboratory testing in a timely manner.
• May processes specimens shipped to outside labs according to laboratory protocol and federal shipping guidelines to ensure specimen integrity, appropriateness of specimen and volume, accurate test orders and test information.
• Collaborates with other departments to determine the root cause of specimen or testing issues and creates an appropriate follow up so the issues are addressed and performs service recovery as needed.
• May perform patient registration, billing functions and/or high complexity/regulatory collections.
• Verifies test results, distributes client reports, including specialty reports and reportable results, according to established schedules and protocols; handles STAT, phone and fax requests per established protocols.
• Investigation of test availability, pricing, specimen requirements, and oversight of send-out cost containment and proper test utilization.

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree

• 1 year of relevant experience Related call center, specimen processing, and/or customer service experience. Required

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Blodgett Hospital - 1840 Wealthy St SE- Grand Rapids

Department Name

Lab - Call Center - GR

Employment Type

Part time

Shift

Night (United States of America)

Weekly Scheduled Hours

20

Hours of Work

22:30 p.m. to 7:00 a.m.

Days Worked

Variable

Weekend Frequency

Variable weekends

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any