Lab Customer Svc Rep II

Corewell Health Dearborn Hospital has proudly served residents across Southeast Michigan since 1953. With 632 beds, Corewell Health Dearborn Hospital is a major teaching and research hospital and home to five residency programs and a cardiology fellowship in partnership with Wayne State University School of Medicine. Corewell Health Dearborn Hospital is verified as a Level II trauma center and accredited by the Joint Commission as a primary stroke center. The hospital is also known for clinical excellence and innovation in the fields of orthopedics, neurosciences, women’s health, heart and vascular and cancer care. 

GENERAL SUMMARY:

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

ESSENTIAL DUTIES:

1. Answer incoming calls, gathering and documenting appropriate customer information.

2. Communicate customer needs to the appropriate lab department or team for resolution and action.

3. Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information. Appropriately activate, convert and discharge visits on one contact. Register appropriately following the Corporate Registration Process.

4. Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.

5. Provide information to customers regarding patient test results and status of test results.

6. Call critical and stat laboratory results and document communication in appropriate system.

7. Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.

8. Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.

9. Relay information and requests to customers in the form of patient reports, requisitions and faxes.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

STANDARD QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

A. Education / Training:

· High school diploma or equivalent required.

B. Work Experience:

· 1 year experience required

· Microsoft/Windows experience, type 30 wpm.

C. Certification, Licensure, Registration:

· None required.

D. Other Qualifications:

· Position requires excellent organizational, communication and customer service skills.

· Must be detail oriented.

· Must be able to handle multiple tasks concurrently; experience with multi-line communication systems and simultaneous use of multiple computer applications.

· Medical terminology and laboratory information systems experience preferred.

· Lab Customer Service Rep II must be able to work independently in a fast-paced business environment utilizing multiple systems (Soft Lab, Sunquest, Copath, Imaging, etc…) to fact find and problem solve while maintaining a cheerful demeanor.

· Special temperament needed to handle frustrated/upset customers and patients.

How Corewell Health cares for you

• Comprehensive benefits