Customer Service Rep - Lead (Lab)

Position Objective:

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAMCs policies and practices.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 

1. Espouses the principals of Lean Thinking and creates a work environment that positively promotes process improvement. Explores opportunities to add value to job (innovative ideas) to benefit the organization and taking ownership of the outcome. Proactively finds other work-related tasks during low census.
2. Maintains safe and clean working environment by complying with procedures, rules, and regulations and that allows for easy staff interchange. Maintains inter- and intradepartmental work flow by fostering a spirit of cooperation (hand offs).
3. Maintains laboratory supplies inventory and conserves laboratory resources by using equipment and supplies as needed to accomplish job results. Performs preventative maintenance and troubleshoots problems to the full extent of ability.
4. Provides oversight for the daily workload by setting work pace, coordinating work assignments based upon skill level or meet turn-around-time and productivity goals (includes downtime activity, meal breaks, shift transitions, schedules, huddles). Serves as a point of contact for customer inquiries.
5. Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
6. Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns. Manages multiple calls at a time.
7. Assists with the training and orientation of new staff.
8. Registers specimens and orders appropriate tests in Laboratory Information System (LIS) as requested by authorized provider by accurately reading and interpreting orders and being familiar with test mnemonics.
9. Actively participate in the laboratory quality plan/program (ex. investigative reports, notification of delays, etc.).
10. Resolves service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Educational/Experience Requirements:

• High school diploma or GED.
• Five (5) years of previous laboratory experience.
• Excellent verbal and written communication skills.
• Demonstrated supervisory skills.
• Laboratory terminology required

Required License/Certifications: 

• Certified Healthcare Access Associate (CHAA) within 6 months of employment preferred, but not required

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

Physical Demands -

_{Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.}

There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.