Referral Representative I - 3rd shift

This role serves as a key liaison between internal departments, external clients, and referral vendors while maintaining a high level of customer service and operational accuracy. Customer Service & Communication: Respond to internal and external customer inquiries regarding referral testing, results reporting, service issues, and testing requirements.

Job Title: Referral Representative I – 3rd Shift
Location: Pittsburgh, PA 15220
Shift: Monday – Friday | 9:00 PM – 5:30 AM
Pay Rate: $21.85/hr On W2
 
Position Summary:

• The Referral Representative I is responsible for coordinating referral testing activities, handling customer inquiries, processing specimens for shipment to referral laboratories, and ensuring compliance with laboratory regulations and quality standards.
• This role serves as a key liaison between internal departments, external clients, and referral vendors while maintaining a high level of customer service and operational accuracy.

 
Key Responsibilities:
Specimen Processing & Referral Testing:

• Retrieve, sort, verify, and process specimens for shipment to referral laboratories.
• Ensure specimen quality, accuracy, and integrity by identifying issues such as incorrect specimen types, insufficient quantities, missing information, or improper storage temperatures.
• Prepare specimens and shipping packages in compliance with IATA shipping regulations.
• Research test availability and coordinate appropriate referral laboratory selection.
• Maintain accurate documentation and departmental records.

 
Customer Service & Communication:

• Respond to internal and external customer inquiries regarding referral testing, results reporting, service issues, and testing requirements.
• Communicate laboratory results using established protocols.
• Contact clients to resolve routine, medical, and technical issues related to patient testing and result reporting.
• Notify clients of Tests Not Performed (TNPs), laboratory accidents, and service disruptions within established timelines.
• Collaborate with Client Services, Sales, and laboratory personnel to ensure timely issue resolution and customer satisfaction.

 
Quality Assurance & Problem Resolution:

• Investigate and resolve complex referral testing issues.
• Identify, document, and escalate reportable quality incidents to management.
• Ensure compliance with CLIA, HIPAA, OSHA, laboratory safety standards, and company policies.
• Maintain a safe, organized, and sanitary work environment.

 
Administrative Duties:

• File and maintain departmental documents and records.
• Perform data entry and maintain accurate laboratory information system records.
• Support additional departmental functions and special projects as assigned.

 
Required Qualifications:
Education:

• High School Diploma or equivalent (Required)

 
Experience:

• 1–2 years of clinical laboratory experience (Required)
• Customer service and/or medical background (Preferred)

 
Required Knowledge & Skills:

• Basic understanding of Client Services and Specimen Processing operations.
• Strong knowledge of Referral Testing processes and procedures.
• Familiarity with medical terminology used in clinical laboratory environments.
• Excellent customer service, communication, and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently, prioritize tasks, and manage multiple responsibilities simultaneously.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience working with Laboratory Information Systems (LIS).
• Accurate data entry and documentation skills.
• Ability to maintain confidentiality of patient and client information.

 
Physical Requirements:

• Frequent standing and walking throughout the shift.
• Ability to stand and work at a laboratory bench for extended periods.
• Ability to lift and carry:
  • 1–10 lbs frequently
  • 11–25 lbs occasionally
  • 36–50 lbs infrequently
  • Over 50 lbs with assistance only

 
Work Environment:

• Laboratory environment involving exposure to biological specimens and potentially hazardous chemicals.
• Required use of personal protective equipment (PPE) and adherence to all laboratory safety procedures.
• Must follow established engineering controls and safe work practices as directed by management.