Customer Service Rep - Manchester, United States - Catholic Medical Center
Description
Job Description Customer Service Rep - Lab - Per Diem, Days **Description**
The Laboratorys Customer Service Representative performs a variety of lab customer service duties involved with responding to client issues arising on a daily basis, to include calling patient test results, distribution of client reports, and answering incoming calls to the laboratory.
Display courtesy, excellent customer service skills and professionalism at all times while providing timely, helpful service to all patients, visitors, physicians, clients, and hospital personnel. Maintain a professional decorum within the work environment under all types of circumstances, demonstrating ability to remain calm in tense and/or emergency situations.
Participate as a team member, effectively adapting to change or unusual circumstances, assisting and cooperating with other personnel.
Respond efficiently/accurately to client inquiries on specimen requirements, turnaround times and/or specimen handling/ transport guidelines.
Respond efficiently/accurately to client problems related to receipt of specimens, specimen handling, special test requests, test results and transportation of specimens, documenting all follow-ups/actions. Maintain records of all customer complaints and corrective actions. Keeps Laboratory Manager, Patient Service Supervisor and/or laboratory management apprised of trends and special issues.
Respond to all telephone requests efficiently, transferring calls and recording pertinent information as required, meeting the caller's service needs. Politely respond to requests from nursing units for phlebotomy service, dispatching phlebotomists according to established guidelines and documenting all requests.
Meet productivity standards, completing all tasks and assigned work by end of the shift. Perform charging for lab specimens as required.
Assist in laboratory outreach activities, i.e. initial set-up of new accounts with lab supplies, filling ongoing physician office lab supply requests, set-up timetable for client specific courier runs, respond to STAT courier client requests, and respond to client lab services concerns/issues.
Produce a variety of laboratory reports using the Laboratory Information System. Monitor printer, fix jams, refill with appropriate paper and forms, replace printer ribbons, and call for assistance as required.
Collate and distribute physician's laboratory reports, printing additional copies and faxing reports as required.
Perform miscellaneous lab clerical duties, such as assisting in filing or researching files; faxing or mailing copies of lab reports; maintaining orderliness of clerical work station. Maintain files, i.e. patient / client requisitions, etc.
Accurately perform the registration process required for the processing of laboratory specimens.
Sort and distribute incoming laboratory mail.
Ensure patient/client information as confidential at all times.
Provide training/orientation for new personnel as assigned.
Maintain professional growth and development through attendance at continuing education sessions within the laboratory, and outside laboratory as appropriate.
Participate in departmental or outside continuing education, documenting participation. Comply with all Laboratory and Hospital policies as outlined in the Laboratory Department Specific Policy Manual, adhering to policies on unscheduled absence, vacation time, professional dress code and proper use of business phones, E-mail, etc.
Attends required in-service programs on Infection Control Practices/Universal Precautions, Disaster Plan, Electrical & Fire Safety and Chemical Hygiene/Hazardous Communications. Complies with all hospital and department safety practices. Reports any possible safety hazards to Laboratory Safety Officer.
Reports to work consistently and promptly as scheduled. Provides proper advance notice of absence or tardiness. Work overtime as needed and required.
Ability to extend hand(s) and arm(s) in any direction; to raise objects from a lower to a higher position, or move objects horizontally from position to position; picking, pinching, typing, grasping.
Ability to express or exchange ideas by means of the spoken and/or written word. Essential Functions include activities in which incumbent must convey detailed or important spoken and/or written instructions to employees and visitors.
Ability to receive detailed information through oral communication and make fine discrimination in sound.
Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Visual acuity sufficient for work which deals largely with preparing and analyzing data and figures, accounting, transcription, computer terminal operation, extensive reading and inspection of small parts.
Ability to plan and perform diversified duties requiring and extensive knowledge of a particular field and the use of a wide range of procedures. Involves the exercise of judgement in the analysis of facts and conditions regarding individual problems or transaction to determine what actions should be taken within the limits of standard practice.
Ability to endure periods of heavy workload. Ability to work with frequent interruptions and respond appropriately to unexpected situations.
Ability to interact effectively with people of varied educational socio-economic, and ethnic backgrounds, skill levels, and value systems.
Ability to operate a personal computer and related software.
Education : Experience **:** **Primary Location**
: US-NH-Manchester