JOB SUMMARY:

Responsible for providing laboratory client service support via telephone to lab staff, physician offices, nursing homes, health care clinics, other medical organization clients, and patients in a call center environment. Responsibilities include answering phone call inquiries, making outbound calls to relay test results and specimen information, receiving and accurately dispatching couriers, approving and delivering phlebotomy and outreach supply requests to appropriate locations, managing standing laboratory orders, and completing other daily administrative tasks as assigned.

CLIENT SERVICE ESSENTIAL FUNCTIONS:

Receives and responds to telephone and /or written inquiries and requests from inpatient floors, hospital clinics, outreach lab clients, internal lab staff and patients. Conveys professional yet personal manner in telephone communications; makes outbound telephone calls to inform clients of unsatisfactory specimens, clarifies specimen handling procedures and reports test results and normal range values; and obtains information necessary to complete the lab ordering process. Access the hospital computer systems to determine specimen status. Generate reports for results notifications, documents client communications, updates and creates standing orders, monitors fax and printer connectivity, logs supply and requisition order requests, scans requisitions.

PROBLEM SOLVING:

Duties follow established guidelines and procedures. Attention to detail and accuracy accompanied by the flexibility to adapt to varying workloads must be applied each day. The job constantly entails working with test results, test requests and clinical information which must be kept confidential. Keeping one's composure during stressful situations and adapting to the varying workloads are the most difficult parts of the job. One may experience ongoing pressure, but at all times must show one's best side to in representing Newton-Wellesley Hospital. The quantity and type of calls fluctuate daily depending on the external factors such as season, day of week, holiday closings, and individual account demands. The incumbents are expected to handle, as able, questions or problems from outside users such as improper identification of tests, delays in getting test results, specimens received not according to specifications for the requested test, etc. Often tests are requested that are not on the main menu and the incumbent must make the interpretation of identification of the description of tests and select the correct code for the test.

ACCOUNTABILITY:

Is accountable for the efficient and effective handling of all telephone communications associated with the job; maintaining a courteous, tactful, helpful, professional manner and attitude to callers; accuracy in reporting test results; adapting to varying workloads for timely and efficient completion of all tasks; maintains good working relationships with other laboratory personnel.

QUALIFICATIONS:

Candidate preferably has experience and skills in at least one of the following areas: customer service related to healthcare and/or clinical lab setting, medical lab assistant and/or phlebotomy experience, call center environment.

REQUIRED KNOWLEDGE & SKILLS:

This position requires a high school education and average typing speed of 30 wpm is required. Experience with a clinical laboratory and/or an understanding of medical terminology related to lab work is preferred. Strong attention to detail, organizational and follow through skills, along with excellent customer service, good problem solving skills and the ability to prioritize tasks is pertinent in this role. Strong computer skills also needed; should be comfortable with Microsoft Office Suite, Outlook, and learning to navigate hospital information systems. Equipment operated includes: Telephone and answering systems, paging systems, Meditech computer systems including all required modules, and printer, fax machines and copier machines, Windows Operating Systems.

A period of 3 months on the job training is required to acquire a good working knowledge of the job.