Client Services Specialist - Atrium Health CMC - FT Days

Job Summary

Client Services Specialists handle all incoming calls, emails, and faxes for CLN outreach locations. They coordinate services between clients and CLN Acute Care and Core Lab location operations to aid in high quality patient care. Identifies process gaps through problem solving based on concerns raised by clients and teammates across the continuum of care using various systems, tools and techniques.

Essential Functions

• Provides customer service support for facilities and physician offices through efficient and expert use of all information systems used across the enterprise (Encompass, Canopy, CoPath, SunQuest, Gajema, etc.)
• Provides consultation to clients on laboratory updates, specimen requirements, add-on testing, concerns impacting patient care and process improvement.
• Ensures that all reference laboratory test reports are delivered to clients, and all cancelled tests are communicated to providers in a timely fashion with proper documentation.
• Responsible for coordination of laboratory services across the continuum of care as needed for special patient circumstances.
• Participates in continuous process improvement both within the department and across other areas. Prepares, evaluates, and institutes new procedures as required. Consistently shows the ability to achieve maximum productivity and efficiency during the assigned hours.
• Ensures all communication is appropriately documented.
• Updates job knowledge and skills, attends continuing education as assigned.
• Performs On Call and Charge Duty rotation as assigned.

Physical Requirements

Works in a busy environment around physicians, technologists, and other healthcare professionals. Works in area which contains biohazardous (infectious) materials along with chemical, fire, and mechanical hazards. Each employee has the responsibility to work in a safe manner. May be required to stoop, reach, and lift light (20 lb.) to moderately heavy (50 lb.) loads. Long periods of sitting may be required.

Education, Experience and Certifications

Bachelor’s Degree required. MT/MLS (ASCP), or equivalent with experience in a laboratory setting preferred. 3 years of experience in sales or customer service environment preferred. Excellent written and verbal communication skills with ability to effectively interact with medical, professional, and executive management personnel required. Ability to problem solve, work collaboratively within and outside department required. Computer expertise preferred. Knowledge of laboratory testing processes preferred.

Atrium Health is one of the nation’s leading healthcare organizations, connecting patients with on-demand care, world-class specialists and the region’s largest primary care network. A recognized leader in healthcare delivery, quality and innovation, our foundation rests on providing clinically excellent and compassionate care.

We’ve been serving our community since 1940, when we opened our doors as Charlotte Memorial Hospital. Since then, our network has grown to include more than 40 hospitals and 900 care locations ranging from doctors’ offices to behavioral health centers to nursing homes.

Our focus: Delivering the highest quality patient care, supporting medical research and education, and joining with partners outside our walls to keep our community healthy.