Job Details
Job Description:
The Laboratory Client Services Representative works with physician offices, patients, internal customers, other laboratories and outside medical facilities. The Laboratory Client Services Representative recognizes order, billing and LIS resulting connectivity problems and assists in finding and implementing solutions. The CSR is competent in client relation skills, is able to learn systems quickly, using the resources on hand as well as being able to work independently in finding solutions. The CSR consistently provides courteous service for inpatient and outpatient populations as well as physicians and other medical staff. They are responsible for the smooth and timely flow of patient information between the Lab and other hospital departments.
Day Shift. Monday - Friday.
Job Requirements:
Minimum Work Experience
Minimum two years phlebotomist and/or MA required. Previous customer service experience required. Prior experience with Laboratory Information Systems and Hospital Information Systems is highly desirable. Basic computer skills, required.
Minimum Education
College experienced preferred.
Leadership Capabilities:
May train and supervise Medical Laboratory Technician and Medical Technologists.
Functional Demands:
Population Served
Neonatal, pediatric, adolescent, adult, and geriatric.
Physical Demands
Lifting: Occasional-Maximum of 44 lbs. from floor to knee, 1 x day. Frequent-none. Items lifted-20 liters of water.
Transfers: Max assist transfer from chair to floor, 1 x month
Push/Pull: Moderate force required to push down centrifuge and to push equipment up to 3 feet, several times a day.
Carry: Up to 5 lb. phlebotomy tray 300 + feet
Fine Motor: Very high degree required to use syringes, microscopes, computers, etc...
Computer: Intermittent use required.
Standing: Up to 30 minutes at one time and 7 hours in one day.
Sitting: Up to 15 minutes at one time and 3 hours in one day
Kneeling: Up to 1 minute at one time and 2 minutes in one day
Crawling: Up to 1 minute at one time and 2 minutes in one day
Stooping: Up to 5 minutes at one time and 2.5 hours in one day
Driving: None
Climbing: Up to 2 minutes at one time and 60 minutes in one day
Other: Must be able to accurately visualize all colors.
Environmental Conditions
Location: Inside. Exposure: Constant exposure to wet conditions from hand washing and solutions. Frequent exposure to noise from centrifuges, telephones, computer printers and laboratory equipment. Constant exposure to toxic or caustic chemicals in laboratory reagents. Constant exposure to biohazardous materials from patient specimens, including blood, urine, stool, CSF and other body fluids. Occasional exposure to fumes from staining reagents and body fluids.
Required protective equipment: Laboratory coat required, either personal or hospital supplied. Gloves required for all specimen collection and processing. Safety goggles or safety shield required for specimen processing. Closed-toed shoes required.
OSHA Category: Class I High Risk
Essential Functions:
Field multiple telephone inquiries regarding multiple areas of the laboratory.
Maintain/ edit recurring lab order database and supporting documentation.
Resolve various laboratory billing issues - Request credited charges, bill adjustments and obtain missing information as needed.
Knowledge of medical & laboratory tests. Familiar with testing performed at our reference laboratories and is able to research and provide appropriate information regarding testing availability.
Assist with inpatient/ outpatient inquires.
Troubleshoot problems using multiple computer functions. Including, LIS and HIS.
Displays thorough knowledge of specimen requirements and/or where to obtain information. Resolves specimen problems with client, documenting solution and follow up to ensure appropriate timely testing. Records issues to be used to identify trends in order to improve our laboratory services and to identify areas where client education may be needed.
Verbal orders are accurately recorded. Follows procedures to obtain signature verbal order. Obtains ICD10 Codes in order to facilitate the billing process.
Ensures results are appropriately phoned and/or faxed based upon order. Telephones critical values in accordance with lab critical value policy.
Obtains missing information. Specimen collection information is provided to patients or clients as needed.