Referral Representative I

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. " Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.

Title: Referral Representative
Job ID: 21890-1
Location: Pittsburgh PA 15220
Duration: 6/22/2026 - 8/31/2026

Shift/Time Zone: 9pm-5:30am

Job 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.
" Handle all customer inquiries regarding reporting of results, service failures, and other quality issues to provide customer satisfaction.
" Report laboratory results 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