Responsible for handling all customer inquiries received by telephone, fax, or email regarding reporting patient results, test and service inquiries, concerns of service failures and other duties needed to provide excellent customer service. Report laboratory results via fax or phone, including critical, to providers and clients in compliance with laboratory and hospital procedures. Document reporting or call history in compliance with hospital and laboratory procedures. Contact the client to resolve routine matters related to patient testing and result reporting. Provide research and resolution on complex issues. Escalate issues as appropriate using established process and protocol. Dispatch couriers via phone or text for any STAT or routine request outside the regular courier routes. Able to access and use Sentac for any courier requests. Assist in registration of patient demographics, test ordering, and coding of diagnosis codes using the laboratory information system. Fill any supply or requisition requests from clients and medical offices. Demonstrate strong customer service and interpersonal communication skills. Speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position. Demonstrate ability to handle multiple tasks and handle a fast paced environment. Demonstrate ability in handling complex issues and strong problem solving and critical thinking skills. Knowledge of clinical laboratory testing environment and terminologies. Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail). Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the 1st two weeks of employment to perform the essential functions of the job. Performs other duties as assigned. Follows Palomar Health rules, policies, procedures, applicable laws and standards. Carries out the mission, vision, and quality commitment of Palomar Health.
|Minimum Education: ||High School Diploma and/or combination of education and experience|
|Preferred Education: ||Related vocational training and/or lab and customer service experience|
|Minimum Experience: ||6 month - 1 year in a medical or laboratory setting|
|Preferred Experience: ||1year or more of customer service, registration (special/client), test ordering, and coding of diagnosis codes experience in a hospital laboratory or medical setting environment|
Bilingual - Spanish
|Required Certification: ||Not Applicable|
|Preferred Certification: ||Not Applicable|
|Required License: ||Valid Driver's License|
|Preferred License: ||Not Applicable|
We are an equal opportunity employer and do not discriminate against applicants or employees based on race, color, gender, religion, creed, national origin, ancestry, age, disability, sexual orientation, marital status or any other characteristic protected by law.