Customer Service Representative-Laboratory, Part Time, First

 

UC Health is hiring a part-time Customer Service Representative for the laboratory department for first shift at University of Cincinnati Medical Center.

The Customer Service Representative acts as a liaison between the clinical laboratory and internal and external customers. Manages the information gathered from the Quality Assurance forms. Works the Charge Interface failure reports. Assists TUH users with ordering laboratory tests in Hospital Interface system. Works with reference laboratory to resolve issues. Suggests performance improvement initiatives based on analysis of laboratory data.

About University of Cincinnati Medical Center 

As part of the Clifton Campus of UC Health, Greater Cincinnati’s academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati. 

UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati’s only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment’s notice for a wide variety of the most complex medical conditions and injuries. 

Job Responsibilities 

• Researches, resolves and documents customer service issues and communicates to customers as needed 
• Act as a resource for customers answering phones, reviewing and completing investigations. 
• Determines if patient is Registered in the EPIC. If needed, Registers new patient in EPIC. 
• When appropriate combines accession of added on test to match that of the original test(s). 
• Walks orders in from EPIC, crossing them into Allscripts as needed.
• Reviews EPIC messages documenting concerns in RED CAP and Midas as needed. Forward issues to manager for resolution as needed. 
• Researches, resolves and documents charge interface failures and communicates to appropriate staff (Mgmt, IT, Tech Specialist). 
• Addresses EPIC Workque billing failures and corrects mistakes. o Informs manager of trends or failures that require the assistance of billing, IS&T or other departments.
• Reviews Pre-Authorization issues and address them as needed. o Adding missing information to ensure the appropriate reconciliation of concerns. 
• Compiles data from Quality Assurance forms and RedCap. Communicates trends and issues to management.  
• Randomly audits Outreach lab requisitions from multiple locations to ensure proper billing and compliance.  
• Reviews RedCap submission and addresses issue daily. 
• Informs manager of any trends that need to be addressed. 
• Acts as resource for customers, providing test information, results, ordering instructions in HIS 
• Provides Test Code information: Use of Referral Labs Test Menus, Excel Spread Sheets, general internet searching. 
• Communicates test information to internal and external customers as needed. 
• Act as liaison with reference lab for all customer service issues.  
• Enters and Scanning Results, Finding Results from Referral Labs using Order Monitors. 
• Verifies the correct specimen type for testing, processing the specimen (centrifuging, pouring off, etc.) if needed.  
• Stores specimens according to the necessary requirement ex. Protect from light, Dry Ice, Room Temp, and Refrigerate. 
• Resolve any issues found, working with management as needed. Determines referral lab (destination). Sends test in accordance with reference lab standards. 
• Perform clerical duties as needed.
• Gathering Reqs., Forms (Lost Specimens, Critical’ s, Release Forms, Issue Specimens). 
• Print Report from Email: HDNCINF-SYPH_HIV One Pt Pages. Fax (Using a Cover Sheet) HDNCINF-SYPH_HIV One Pt Pages to Hamilton County Health Dept and other reports as needed. 
• Obtains Infectious Disease Reports (In-State and Out of State) from fax and fax to appropriate Health Department. Communicates report failures to manager for resolution. 
• Files documents as need in accordance to department standard.

Education and Experience Requirements:  

• High School Diploma or GED High school diploma or GED required. 
• Associate or Bachelor's degree in science field p