Job Title: Referral Representative I
Location: Lenexa, KS 66219
Job Duration: 4 Months/ temp to hire
Shift: Monday-Friday 2:30pm-11:00pm CDT
Description: Summary
Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and
follow up with complex customer issues. Act as a liaison between internal and external customers and
Referral vendors.
Duties and Responsibilities
• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy. Identify problems with specimen types, missing
information, incorrect temperature, quantity not sufficient, etc.
• Prepare specimens and packages for shipment ensuring they are prepared according to
IATA regulations.
• Responsible for filing departmental documents.
• Handle all customer inquiries regarding reporting of results, service failures and other quality
issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contact clients to resolve routine or medical/technical matters related to patient testing
and result reporting using established protocols.
• Perform investigations and provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services, Customers and Sales by effectively answering questions and
responding to concerns in a timely manner.
• Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of
notification. Document thoroughly; elevate issues of concern to supervisor.
• Identify and escalate Reportable Quality incidents to supervisors.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work
practice controls as directed by management.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Required Work Experience:
Minimum one (1) to two (2) years clinical laboratory experience.
Preferred Work Experience:
Customer service and/or medical background preferred.
Physical and Mental Requirements:
• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10
pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried
occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50
pounds are not to be lifted or carried without assistance.
• Ability to stand and work at the bench for long periods of time.
• Frequent walking and/or standing.
Knowledge:
• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.
Skills:
• Must be detail-oriented, have the ability to work independently, establish work priorities and
to handle several tasks simultaneously for maximum department efficiency.
• Demonstrate strong independent problem-solving skills.
• Interpersonal skills necessary to deal courteously and effectively with supervisors, coworkers and clients.
• Communication skills necessary to handle telephone inquiries from clients and vendors.
• Ability to deal with patient and client information in a confidential manner.
• Good data entry skills required.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems
Education Requirements:
High School Diploma or equivalent - REQUIRED
Work Environment:
Required to handle biological samples and potentially hazardous chemicals.