Status: PRN - As Needed

Shift: Monday -Friday, Hours Vary

Exempt: No 

Summary:

Serves as an initial point of contact and resource for internal and external inquiries regarding Laboratory services responding in a courteous, professional manner. Documents, communicates, and/or dispatches requests to the appropriate Laboratory staff or resolves request independently. May provide administrative support for Laboratory operations.

Other information:

1. Previous Experience Required: Customer service or call center experience preferred.

2. Specialized or Technical Education Required:

High School diploma or equivalent education with completion of secretarial course or equivalent experience.

To support courier related activities:

Must have good eyesight with or without visual aids.

Must possess a current and valid state-issued driver’s license.

For insurance purposes, must be 25 years of age or older for driving North Oaks Health System vehicles.

3. Manual or Physical Skill Required:

Good knowledge of computer usage.

Familiarity with medical terminology.

Excellent verbal, written, communication, interpersonal and organizational skills.

Must be detail-oriented.

Able to handle confidential information appropriately.

Strong problem solving skills.

Able to successfully handle multiple tasks at once.

4. Physical Effort/Physical Demands Required

Strength: Sedentary

Push: Occasionally

Pull: Occasionally

Carry: Occasionally

Lift: Occasionally

Sit: Frequently

Stand: Occasionally

Walk: Occasionally

B. Working Conditions:

High stress position with limited exposure to dangerous infectious materials, odorous chemicals and specimens. May be exposed to low levels of radiation, electrical hazards, and low levels of carcinogens. All working reagents containing hazardous materials are listed in detail in the "Material Safety Data Sheet (MSDS) Manual" available to all employees. The incumbent is responsible for this information. Requires long hours of sitting.

C. Contacts:
Must have patience and the ability to maintain composure in high stress situations.

Responsibilities:

1. Provide customer-oriented service via phone, email, or indirect communication through Laboratory departments with efficiency and accuracy. Act as a customer advocate by promoting identified improvements and escalating the priority of issues when necessary to Laboratory leadership.

2. Work collaboratively to build and maintain productive working relationships both intra- and interdepartmentally to ensure customer and patient needs are met and inquiries are resolved in a timely manner.

3. Treat everyone with respect and have a professional attitude at all times.

4. Enter necessary data into the Electronic Health Record (EHR) and/or the Laboratory Information System (LIS) to admit, scan orders, order tests per the requisition/ order, add comments, and identify providers to provide an audit trail of patients’ transactions.

5. Verify paper physician orders to ensure all tests ordered are electronically ordered accurately within the LIS.

6. Document issues/inquiries.

7. Maintain customer and patient data, files, logs, orders, Laboratory records, and pathology results for prescribed periods of time.

8. Assist Anatomical Pathology as needed with clerical support.

9. Make or print copies of reports and distribute in accordance with directives.

10. Order general supplies under the supervision of the Laboratory Operations Manager.

11. Ensure continuity of the section’s operations by training for and fulfilling the duties of a Laboratory Courier when needed and assigned.

12. Attend meetings and in-services as required.

13. Maintain confidentiality.

14. Follow North Oaks Health System’s Compliance Programs and federal, state and local regulatory guidelines.

15. Perform other duties as directed. Must be flexible with schedules as they may be required to work any shift, weekends, holidays, and during disasters.