Job Description
Provide customer service and laboratory-related communication regarding specimen submission and reporting of results to healthcare providers that use Inspira Health Network Laboratories. Performs patient registrations and orders for Outreach Customers. Basic computer skills that include LIS, Microsoft Office, and data entry as well as excellent listening and communication skills are essential.
Position Responsibilities
Communicates patient's results clearly, accurately, and effectively to laboratory clients:
•Phone calls are answered in a timely fashion,
•Patient identifiers are obtained prior to release of laboratory results in accordance with departmental policy,
•Results are communicated accurately and documented as per department policy,
•Charts are printed and distributed efficiently,
•Results are faxed as requested and documented,
•Excellent customer service skills are consistently demonstrated,
•Information regarding STAT laboratory results is communicated in accordance to departmental policy to outpatient/outreach areas and documented appropriately.
Serves as a resource to clients regarding test requirements, specimen submission and other laboratory policies and procedures.
•Providers are contacted in a timely manner to obtain required requisition or specimen information that has not been provided,
•Providers are informed in a timely manner when laboratory testing cannot be performed,
•Testing requests are cancelled when appropriate and in accordance with departmental policy,
•Information related to problems and their resolution is consistently documented,
•Requests for add-on testing are completed in a timely manner,
•Registrations and order entry for outreach clients and outpatients are completed timely and accurately.
Serves as a dispatch service for the lab couriers:
•Calls for specimen pickup and distribution of lab supplies are communicated to the appropriate courier in an accurate and timely manner,
•Problems encountered with courier services and client services are reported to the appropriate supervisor in a timely manner and documented in accordance with department policy,
•Clients are notified in a timely manner when the changes in business hours are anticipated (i.e., inclement weather), and alternative pick-up schedules.
Performs area-specific support activities:
•Accuracy and quality are maintained for activities assigned,
•Communicates required reportable results to the appropriate agencies and departments,
•Obtains and distributes the mail,
•Specific support functions are handled in accordance with departmental policies and procedures,
•Supports and maintains various office equipment including but not limited to, fax machines, copiers, printers and PC,
•Maintains adequate levels of office supplies for job performance and submits orders as needed weekly.
Coordinates various aspects of client services quality assurance and compliance functions:
•Standing orders for laboratory phlebotomy and testing are maintained, documented and updated in a semiannual basis,
•Audits of outpatient manual requisition order entry are conducted in accordance with departmental policy, and results are reported to appropriate leaders,
•Steps to resolve deficiencies identified during audits are initiated in a timely manner,
•Documentation logs of rejected specimens and resolution of problems are maintained in an accurate and timely manner.