LAB CUSTOMER SUPPORT - ODC LABORATORY
Status: Full Time
Shift: Monday - Friday 08:30 - 15:30.
Responsible for all support and customer service of the entire laboratory department, spanning customer engagement and office operations. Excellent communication and customer service skills are required due to the close interaction with patients, physicians, and all departments within the laboratory, hospital and North Oaks Health System.
High School diploma or equivalent education with completion of secretarial course or equivalent experience, customer service or call center experience preferred. Good knowledge of computer and keyboard, familiarity with medical terminology, excellent verbal, written, communication, interpersonal and organizational skills. Must have patience and the ability to maintain composure in high stress situations. Must be detail oriented and handle confidential information appropriately. Strong problem solving skills and the ability to handle multiple tasks at once are essential as well as excellent customer service skills. To support courier related activities: Must have good eyesight with or without visual aids. Must possess a current and valid LA Drivers License. For insurance purposes, must be 21 years of age or older for driving North Oaks Health System vehicles.Physical Effort Required:Strength: SedentaryPush: OccasionallyPull: OccasionallyCarry: OccasionallyLift: OccasionallySit: FrequentlyStand: OccasionallyWalk: Occasionally
1. Order drop off samples from Home Health and into the Laboratory Information System in an accurate and timely manner. Scan orders for Post Acute in Epic.2. Enter necessary data into the Laboratory Information System (LIS) to admit, test request, comment, identify doctors and provide an audit trail of patients’ transactions.3. Maintain appropriate logs to track patient transactions/results.4. Create orientation training packets for all laboratory new-hires and for clinical students.5. Create and maintain Outlook mailing groups for all sections of the laboratory.6. Make or print copies of reports and distribute in accordance with directives.7. Order supplies.8. Assist in researching Laboratory Audits.9. Assist in the training of new employees and make recommendations for additional training needs and/or procedural changes and updates; complete orientation checklists.10. Using the chain‑of‑command, consults appropriate leadership as necessary when needs and/or problems of the customer support section arise.11. Adhere to established customer support, laboratory, and hospital quality assurance, safety, environmental, and infection control policies and procedures.12. Maintains professional growth and development through seminars, workshops, conferences, and professional affiliations.13. Attend meetings and in-services as required.14. Maintain confidentiality.15. Act as customer advocate by making formal requests for enhancements and increasing the priority of issues when necessary.16. Provide Front-line/Call Center contact with customers via phone, email, or indirect communication through laboratory departments with speed and professionalism.17. Proactively assist customers and other departments with specimen issues including missing information, rejections and cancellations, etc.18. Document issues/inquiries and maintain customer data, files, logs, physician orders and pathology results within multiple databases and customer relationship management tools for prescribed periods of time.19. Work collaboratively to build and maintain productive working relationships with Customer Support team members and across other departments to make sure customer needs are met and inquiries are resolved in a timely manner.20. Follows North Oaks Health System’s Compliance Programs and Federal, State and Local Regulatory guidelines.21. Monitor and investigate pending reference laboratory test results.22. Verify physician orders to ensure all tests ordered are keyed in correctly as ordered by Laboratory personnel.23. Assist Anatomic Pathology as necessary.24. Uphold the mission and values of the organization.25. Treat everyone with respect and have a professional attitude at all times.26. Perform technical duties as described in Laboratory Courier job .27. Performs other duties as directed; each employee must be flexible with schedules as they may be required to work any shift, weekends, holidays, and during disasters.