A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Laboratory Customer Service Representative Position Code:
RepLabOut-6122
Department:
Laboratory Services Safety Sensitive:
YES Reports to:
Manager Exempt Status:
NO Position Purpose:
All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI's vision of providing the region's best clinical care and patient service through an environment that fosters respect for others and pride in performance. Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position] Manage orders, results checking and verification from the reference lab. Greets and registers outpatients in a quick, courteous, and professional manner. The use of AIDET is required. Keeps work area in a neat and orderly manner, presenting a professional atmosphere Accurately registers outreach specimens in a timely manner Distributes and files all reference testing reports in a timely manner Prepares laboratory correspondence including mailing/faxing test reports to providers, taking/preparing meeting minutes for approval, periodic LIS reports, etc. Completed outreach specimens are received in LIS within 30 minutes Test orders are prioritized per standards Manage A.R. for the Lab including errors, denials, edits, validation, and daily reconciliation. Order office and related department supplies from Materials Management weekly or as needed if sooner Manage and direct incoming phone calls professionally, accurately and courteously Demonstrates a good working knowledge of all departmental policies and procedures in areas worked Takes initiative to offer assistance in other areas of Laboratory Services when the need arises Actively seeks to improve and streamline procedures to increase efficiency Willing to adjust personal schedule, when asked, to cover shifts outside regular schedule Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]
Education:
High School diploma or equivalent required
Skills and Knowledge:
Proficient typing skills, Knowledge of office procedures, Effective interpersonal and customer relation skills, Knowledge of medical terminology, Good organizational skills, Experience with patient registration in a medical setting preferred Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master's degree)]
Experience :
1-2 years of office experience preferred Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]
Exposure Categories:
Category I:
Expected duties have routine potential for exposure to blood, body fluids or tissues Other potential hazard(s): Possible exposure to biological, chemical and radioactive substances Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job] Must be able to distinguish colors Frequent walking of about 0.5-2.0 miles per day. Occasional lifting up to 25 pounds. Occasional bending, stooping or reaching. Sitting for prolonged periods, (75-80% of the time) Date Staff Position Description Created /
