Client Services Representative

Laboratory & Clinical Technicians Worcester, Massachusetts


Position at UMass Memorial Medical Center

Everyone is a Caregiver

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 194734
Title: Client Services Representative
Department: Hospital Lab Support
Grade: TEC6
Posting Date: September 10, 2019
Status: Non-Exempt
Shift: Mixed
Union: Non-Union
Hours: As Needed
Shift Length: 8 hours
Location: UMass Memorial Medical Center – 1 Biotech Park, Worcester, MA

Flex, cover weekends, holidays and days off for all staff and all shifts.

Position Summary:

Under the direction of the Manager and Supervisor of Customer Service performs a variety of administrative duties including: dissemination of results, answering questions regarding specimen requirement, specimen collection procedures, turn–around times, and coordinating the delivery of electronic and paper reports.

Position Qualifications:

Equivalent to a high school diploma plus 1–3 years of additional training or experience in clinical laboratories, or physician office setting preferred. Lab–testing knowledge, familiarity with medical terminology, excellent PC skills, and excellent customer service preferred. Sales, medical or non–medical call center experience preferred.

Major Responsibilities:

  • Handles customer contact received by telephone regarding specimen requirements, turn–around times, results, specimen collection procedures, requested changes in testing, verification of test orders, and nursing home and home draw requests.
  • Provide accurate, courteous, and timely communication with our customers.
  • Initiates customer contact to communicate results for critical values, custom calls, STAT, and customer request call and/or fax testing, and test cancellations. Enters the actions performed into the computer system upon completion as necessary.
  • Processes the mailing of paper reports via local and remote printer via Laboratory Information System and other laboratory departments.
  • Receiving and relaying scheduling from patient care providers regarding PTH Turbo testing and communicates patient information and DOS to Chemistry Department via email.

Standards of Respect:

Standards of Respect

We’re striving to make respect a part of everything we do at UMass Memorial – for our patients and for each other. We’re expecting that our new caregivers practice our six Standards of Respect: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player, and Be Kind, to help us make respect a part of how we take care of business everyday.

As an equal opportunity and affirmative action employer, UMMHC recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.