Lab Outreach Customer Service Representative-6122

Staff Position Description

Position Title: Laboratory Customer Service Representative Position Code: RepLabOut-6122

Department: Laboratory Services Safety Sensitive: YES

Reports to: Manager Exempt Status: NO

Position Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI's vision of providing the region's best clinical care and patient service through an environment that fosters respect for others and pride in performance.

Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]

• Manage orders, results checking and verification from the reference lab.
• Greets and registers outpatients in a quick, courteous, and professional manner. The use of AIDET is required.
• Keeps work area in a neat and orderly manner, presenting a professional atmosphere
• Accurately registers outreach specimens in a timely manner
• Distributes and files all reference testing reports in a timely manner
• Prepares laboratory correspondence including mailing/faxing test reports to providers, taking/preparing meeting minutes for approval, periodic LIS reports, etc.
• Completed outreach specimens are received in LIS within 30 minutes
• Test orders are prioritized per standards
• Manage A.R. for the Lab including errors, denials, edits, validation, and daily reconciliation.
• Order office and related department supplies from Materials Management weekly or as needed if sooner
• Manage and direct incoming phone calls professionally, accurately and courteously
• Demonstrates a good working knowledge of all departmental policies and procedures in areas worked
• Takes initiative to offer assistance in other areas of Laboratory Services when the need arises
• Actively seeks to improve and streamline procedures to increase efficiency
• Willing to adjust personal schedule, when asked, to cover shifts outside regular schedule

Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]

Education: High School diploma or equivalent required

Skills and Knowledge: Proficient typing skills, Knowledge of office procedures, Effective interpersonal and customer relation skills, Knowledge of medical terminology, Good organizational skills, Experience with patient registration in a medical setting preferred

Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master's degree)]

Experience: 1-2 years of office experience preferred

Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]

Exposure Categories:

• Category I: Expected duties have routine potential for exposure to blood, body fluids or tissues
• Other potential hazard(s): Possible exposure to biological, chemical and radioactive substances

Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]

• Must be able to distinguish colors
• Frequent walking of about 0.5-2.0 miles per day.
• Occasional lifting up to 25 pounds.
• Occasional bending, stooping or reaching.
• Sitting for prolonged periods, (75-80% of the time)

Date Staff Position Description Created / Revised: 08/2016; 03/2019; 9/16/2019