Lab Customer Care Agent M

Lab Customer Care Agent M

Requirements

• High School Graduate
• 1 or more years experience in a laboratory profession and/or customer service environment.

Responsibilities

• Consistently demonstrates excellent verbal and written customer service and skills.
• Consistently answers phone calls in a timely manner.
• Respectfully answers questions regarding locations and hours of operation for Health System Patient Draw Stations, as well as information regarding services provided at our Community Cancer Centers and Clinics.
• Communicates about result availability via patient portal and/or and when results were released to ordering provider.
• Assists patients with questions regarding test prices, billing and insurance (EOB) -explanation of benefits and contacts Patient Financial Counselors for help when needed.
• Understands when a problem needs to be escalated to the Customer Service Coordinator, Supervisor or Patient Financial Services for billing problem resolution.
• Delivers outstanding customer service to all internal and external customers. Maintains service levels (speed of answer, abandonment rate, and hold times) to achieve department service level goals.
• Communicate with providers in a timely manner if test results are going to be delayed or testing is unable to be performed.
• Communicates with provider/clinic if testing is cancelled, in accordance with departmental policy, in a timely manner.
• Contact providers/clinics in a timely manner to obtain any missing required requisition or specimen information that does not require recollection of the specimen.
• Handles requests for add-on testing and if unable to add ordered tests, provides timely notification to the provider/clinic.
• Handles request for reports and ensures that all patient identifiers are verified prior to releasing patient information.
• Communicates and documents critical laboratory results in accordance with departmental policy to outpatient/outreach areas.
• Works with Customer Service Coordinator or Supervisor to problem solve a specimen or workflow issues.
• Handles requests for lab supplies for shipment or provides ordering information for client.
• Compliant with HIPPA policies and regulations.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

Preferred Qualifications

• Associates Degree Communications, business or health care administration
• Phlebotomist