Referral Representative

Pay Range: $19.38hr - $24.38hr

Job Overview:

The candidate will handle all internal and external customer contact regarding Referral Testing. The role involves receiving, resolving, and following up on complex customer issues, while acting 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, identifying problems with specimen types, missing information, incorrect temperature, and insufficient quantity.
• 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 protocols 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 (TNPs) and lab accidents to clients within 24 hours of notification, document thoroughly, and 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.
• Use personal protective equipment, engineering controls, and work practice controls as directed by management.
• Perform other duties as assigned.

Required Work Experience:

Minimum 1+ to 2+ years clinical laboratory experience.

Preferred Work Experience:

Customer service and/or medical background preferred.

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 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.

Physical Requirements(Due to nature of job, The candidate must have):

• Ability to frequently lift and carry objects 1 to 10 pounds.
• Ability to occasionally lift and carry objects 11 to 25 pounds.
• Ability to seldom lift or carry objects 36 to 50 pounds.
• Ability to stand and work at the bench for long periods of time.
• Ability to walk and stand frequently.