Overview

Lab Customer Service Rep II Jobs in Johns Creek at Emory Healthcare


Title: Lab Customer Service Rep II

Company: Emory Healthcare

Location: Johns Creek

DescriptionJOB DESCRIPTION: Registers patient specimens for in house or referral testing taking prompt action to resolve any problem with the registration or ordering of specimens. Reviews test requisitions and specimen labels for accurate information and orders tests appropriately: follows up on all tests with incomplete information or questionable test orders. Verifies and updates insurance information and triages specimens to the proper testing facility. Assumes coordinator responsibilities in the absence of supervisory staff assigning work to others. May be required to act as department liaison on off shifts/ weekends. Serves as liaison between the laboratory and medical and nursing staff regarding ordering, collection and processing of patient specimens. Answers and routes telephone calls efficiently and professionally providing information as needed and/or soliciting information to triage calls to appropriate departments. Responds to telephone inquiries from medical staff concerning status of patient testing. Assists in management of morgue body disposition process interacting with Security, nursing and funeral home transporters as needed. Acts as liaison between customer and various departments. Accesses, prints, and distributes patient lab reports to appropriate patient care areas. Retrieves appropriate billing information from a variety of electronic systems. Troubleshoots and resolves problems related to specimens, results, billing. Upholds the values of the organization including providing and demonstrating exemplary customer service skills throughout the pre-analytical and analytical processes. Projects a professional image through formal and informal communication to internal and external customers. Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability; evaluates new products as available. Escalates to supervisor when needed. Is proficient in computer programs necessary to track and document work related data. Investigates and resolves all problems and provides documentation for monthly quality management reports. Attends educational in-services and training classes for various computer systems necessary for patient registration and referral testing. Trains and mentors new staff. Assumes lead as trainer, often as Super User or train-the-trainer responsibility. Participates in quality improvement activities. Represents department by actively participating in interdepartmental teams and supports Emory initiatives. Supports a positive team atmosphere by participating in all group meetings and team building. Works with supervisor to formulate plan for professional development. Performs other duties as required.

MINIMUM QUALIFICATIONS: High School diploma or equivalent required. Associate’s or Bachelor’s degree preferred. Three years phlebotomy, processing, or customer service experience required Phlebotomy certification preferred

PHYSICAL REQUIREMENTS: (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but ar…