LONG TERM CARE CLIENT SERVICES REP, WDL; FULL TIME - 3RD SHIFT

Come join our team of innovative and unparalleled lab and support staff!

Wisconsin Diagnostic Laboratories (WDL) is a wholly owned subsidiary of The Froedtert & the Medical College of Wisconsin regional health network, which is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Patient care is our top priority, from test orders to transportation of specimens to reporting of test results. We perform over five million tests annually with test capabilities that match the largest labs in the world, providing expert academic care in every community. We combine our robust test directory and expert faculty and staff with compassionate patient care and unparalleled logistical support. WDL specializes in delivering comprehensive, clinical laboratory services to clients ranging from large tertiary care centers to small community practices.

We invite you to review the job posting below. If you meet the requirements and qualifications for this opportunity, you are encouraged to apply.

Wisconsin Diagnostic Laboratories is proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. As a federal contractor/subcontractor, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We welcome protected veterans to share their priority consideration status with us at 414-805-7500. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 414-805-7500. We will attempt to fulfill all reasonable accommodation requests.

Thank you for considering a career with Wisconsin Diagnostic Laboratories!

Location: US:WI:MILWAUKEE at our WI DIAGNOSTIC LABORATORIES facility.

FTE: 1.0

*1.0 FTE is Full-Time, any position less than 1.0 FTE is Part-Time, and .001 FTE is Casual*

*Positions with an "FTE" (full time equivalency) of .8 - 1.0 are eligible for full-time medical, dental and vision benefits. Positions with an "FTE" of .5 - .799 are eligible for part-time pro-rated medical, dental and vision benefits*

Shift: 3rd shift (4, 10-hours shifts; 7:30 pm - 5:30 am; Sunday - Thursday; weekend & holiday rotations required)

Summary:

Promptly and attentively answers phones listening to concerns/requests, obtaining complete and accurate information. Consistently greets callers using a Wisconsin Diagnostic Laboratories approved greeting and offering name in a clear and pleasant tone.

Responsibilities:
1. Actively monitors the call queue, assisting with incoming calls outside of regular job assignment.
2. Understands and effectively uses the L.A.S.T. (Listen, Apologize, Solve, Thank) method in problem solving customer concerns.
3. Recognizes calls/situations that require escalation and independently offers to seek other sources within the lab that may be better suited in assisting the caller.
4. Maintains acceptable Average Speed of answer (ASA), <20 seconds, abandoned rate <5.0%, and Ring on-no answer (RONA) <2.0%, and in service level > or = to 80%. Accurately utilizes applicable laboratory systems for order entry.
5. Accurately verifies and corrects discrepancies between lab fax requisitions and the laboratory information systems for order entry changes and patient information updates based on daily departmental job duties.
6. Contacts client if order discrepancies are discovered, such as ICD10 code, demographic, or order clarification.

Enters and prioritizes orders entered into LIS.
7. Effectively navigates printing and reprinting of order requisitions.
8. Performs timely and accurate QA on other order entry staff.
9. Indicate corrections by making copies of order and noting error that was found for QA’d staffs’ review.
10. Releases orders through LIS under correct encounter.
11. Maintains < or equal to 2% A errors, < or equal to 2.5% B errors, and < or equal to 5% C errors and maintains a monthly average of < or equal to 10% errors when performing QA.
12. Sends add on requests to Client Services in a timely manner.
13. Effectively and efficiently distributes and monitors workload for phlebotomists throughout the shift.
14. Shift handoff including end of shift ops report and verbally communicates issues.
15. Consistently and accurately documents time, location, amount of patients, stats, miles and pickups in the excel dispatch log.
16. Documents and time stamps stats that are faxed over.
17. Appropriately enters pick-ups into MedSpeed portal.
18. Escalates discrepancies for verification and correction and other complex problems to leader Assist in eliminating unnecessary draws for patients and increase efficiency for Phlebotomy.
19. Appropriately troubleshoots missed faxes through web based faxing system.
20. Effectively trouble shoots and faxes client issues with report distribution.
21. Follows up with IT department when necessary.
22. Responsible for initiating and thoroughly investigate any missing specimens and timely completes the Missing Specimen form before submitting to department leadership.
23. Participates in and successfully completes all competency assessments/challenges specific to this position.
24. The specific department maintains records documenting and substantiating competency and/or improvement plans.
25. Effectively monitors worklists and work queues through LIS. Monitors documentation in LIS and closes out applicable CRM’s.
26. Monitors web based fax system and files appropriately.
27. Calls home health patients day prior to scheduled draw.
28. Effectively works through training checklist with new team member.
29. Is a go to resource for trainee and new team members.
30. Consistently communicates updates to supervisor or leader as it relates to training progress.

Qualifications:

1. High school diploma or equivalent.

2. One year of work experience in a health care setting with basic understanding of laboratory tests, results, and terminology preferred.

Perks & Benefits at Wisconsin Diagnostic Labs

Wisconsin Diagnostics Labs Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:

• Paid Time Off
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
• Academic Partnership with the Medical College of Wisconsin
• Referral bonuses
• Retirement plan - 401K
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available