Job description
Overview:
Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors. Responsibilities:
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
Referral Representative I -
Marlborough, MA - Tuesday-Saturday 9:00pm-5:00am
Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors.
- Retrieve, sort and process specimens for shipment to referral laboratories.
- Ensure sample quality and accuracy. Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
- Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
- Responsible for filing departmental documents.
- Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
- Report laboratory results using established protocols.
- Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
- Perform investigations and provide resolution to complex Referral Testing issues.
- Research test availability using established protocol for selecting a referral vendor.
- Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
- Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.
- Identify and escalate Reportable Quality incidents to supervisors.
- Maintain work area in a safe, functional and sanitary condition.
- Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
- Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
- Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
QUALIFICATIONS
Required Work Experience:
Minimum one (1) to two (2) years clinical laboratory experience.
Preferred Work Experience:
Customer service and/or medical background preferred.
Physical and Mental Requirements:
- The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.
- Ability to stand and work at the bench for long periods of time.
- Frequent walking and/or standing.
Knowledge:
- Basic understanding of the operations of Client Services and Specimen Processing.
- Thorough understanding of Referral Testing.
- Basic medical terminology applicable to clinical laboratory.
Skills:
- Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
- Demonstrate strong independent problem-solving skills.
- Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients.
- Communication skills necessary to handle telephone inquiries from clients and vendors.
- Ability to deal with patient and client information in a confidential manner.
- Good data entry skills required.
- Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
EDUCATION
High School Diploma or Equivalent(Required)
LICENSECERTIFICATIONS
2023-38086
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