Lead Customer Service Rep

Summary:

Reports to the Manager of the section. In accordance with established policies and procedures performs a variety of lead duties related to customer service and sample processing

Responsibilities:
Assists with the training and supervision of Customer Service Reps and Sample Processing Clerks. Provides feedback for annual performance reviews.

Prepares staffing schedules for Customer Service/Sample Processing on designated shift for manager*s approval. Adjusts schedules as necessary and arranges adequate coverage.

Provides input into the development and/or revision of policies and procedures and ensures implementation.

Responds to all customer inquiries/requests in a prompt accurate and courteous manner. Identifies and expediently resolves discrepancies that occur in laboratory samples and test orders that cannot be resolved without direct customer contact. Uses CRT printer menu to research and resolve issues. Reviews data for discrepancies and resolves them by using standard departmental procedures.

Regularly performs Customer Service/Sample Processing duties within department.

Uses proper telephone etiquette an acquired broad base of knowledge and lab system functions and other resources to resolve problems and respond to customer inquiries in addition to assisting co-workers in the research and solution of unusual or complex problems and requests.

Researches and responds to customers* issues associated with transmittal or orders and results. Acts as liaison between outreach clients and the laboratory.

Performs a variety of data entry functions including patient registration test ordering and bar code labeling. Verifies proper labeling of specimens. Contacts clients to clarify testing requests provide notification that samples need to be redrawn and to prioritize tests when the specimen quantity is insufficient for tests requested. Maintains a daily log to record issues and resolutions. Accepts and prepares transfer packing lists from Patient Service Centers and affiliate hospitals.

Maintains subject/data confidentiality with Brown University Health Federal and department guidelines.

Makes outgoing test result calls to customers; assigns test result call back to other staff members. Adheres to the established priority calling order and time requirements.

Performs a variety of other duties related to lab procedures requests and results. Enters ICD-9 codes into computerized system the Laboratory Information System (LIS) and/or Health Information System (HIS). Submits appropriate forms to update physician information in computer system. Maintains inventory and working stock.

Appends and deletes tests and charges from patient records as directed by technical departments or customer service. Notifies the customer verbally to explain the reason for the change.

Completes and maintains log of all telephone calls and documents as well as the disposition of all calls and referrals. Completes all required forms associated with the handling of inquiries requests and complaints in accordance with established procedures. Keeps all reference materials current. Complies with all company and department policies and procedures.

Maintains a variety of records and statistics including payroll workload and training reports.

Performs other duties as assigned.

Other information:
BASIC KNOWLEDGE:

Associate*s degree or equivalent with course work in Biology and Chemistry preferred. Broad knowledge of specimen requirements for medical laboratory tests and requirements for different methods of sample preservation. Interpersonal and communication skills to exchange factual information with physicians nurses external laboratories etc. regarding laboratory services test results and test procedures as well as to effectively oversee guide train develop and direct the daily function of Customer Service and Pathology Sample Processing staff.

Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging processes human development stages and cultural patterns in each step of the care process.

EXPERIENCE:

Five or more years* related experience in a customer service environment or health care related environment with at least two years working in a clinical laboratory. Formal education and/or training may be substituted for years of practical work experience based on applicability. Data entry skills and PC experience required. Organizational and clerical skills to maintain a variety of logs and records required. Scheduling and training skills preferred.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Sits stands and walks intermittently throughout the day. May be exposed to odors chemicals and infectious materials in laboratory environment. Hazards are minimized by following established universal precautionary procedures.

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: The Miriam Hospital USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union