What are the responsibilities and job description for the Client Service Rep, Full Time, 2nd shift, Lab position at Customer Service - Baystate Health?
Req#: R6925
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First
Full Time, 36hrs/week, 1st shift
Summary:
Client Services is the central area of communication between internal and external customers of BMC, BFMC, and BMLH, collaborating with and acting as liaison between BRL, laboratory and physician office. Client Services is utilized as a resource for information by physician offices, patients, couriers, phlebotomists, lab assistants, revenue associates, laboratory techs, and marketing representatives.
Client Services Representative II encompasses all Client Services Representative II accountabilities and skills, and has met Department of Pathology Career Lattice criteria to achieve this level. This position demonstrates extensive knowledge of Client Services/BRL operations and advanced technical knowledge/specimen requirements. Has developed a network of key contacts in other departments, laboratories and is utilized as a resource by Client Services Representatives I, II, and BRL staff. Must possess excellent communication and interpersonal skills, providing excellent customer service to our internal and external customers. This position requires accuracy in documentation and reporting of results, ability to work at a high level of productivity, strong problem solving and decision-making skills, promote teamwork.
Job Responsibilities:
1) Courteous and helpful in all interactions with clients, patients, internal/external customers and BRL staff. Observes and promotes BH organizational standards of behavior.
2) Works independently, completes assigned tasks, prioritizes work and maintains high level of productivity. Follows departmental procedures/policies. Has acquired and demonstrates an extensive knowledge of Client Services/BRL operations. Resource for Client Services Representatives I, II, PSC, LCRI, Lab Assistants, couriers, phlebotomists. Performs orientation/training of new staff on Client Services Representative I accountabilities/tasks. Assists with preparation of weekly schedules. Assumes charge responsibilities in absence of Supervisor and Lead.
3) Accurately and proficiently answers incoming calls for patient test results, courier/phlebotomy dispatch, supply orders, specimen requirements/transport, outpatient pricing, add-on testing, and any other client issues. Answering incoming calls is top priority. Monitors calls in queue and adjusts workload if needed. Assists with telephone downtime procedures.
4) Accurately reports routine and stat patient results to physician offices by phone and by fax. Identifies unusual results and notifies appropriate supervisor. Demonstrates expertise in release of anatomic pathology results using CoPath computer system. Resource for Client Services Representatives I, II.
5) Investigates and resolves complex specimen investigation issues requiring technical knowledge of laboratory tests. Contacts patients for recollection. Credits tests using appropriate crediting comments and records resulted tests on credit log. Effectively communicates issue resolution to clients and laboratory. Documents BRL errors and assists Coordinator with monthly Performance Indicator Reports. Maintains accurate, thorough and complete documentation. Demonstrates extensive knowledge of specimen integrity, specimen handling and specimen labeling requirements and is a resource for Client Services Representatives I, II, BRL staff and managers. Sorts/distributes specimen investigations. Handles missed pickups, evaluating specimen integrity. Assists with maintenance of databases for Specimen Labeling issues, Specimens without Orders.
6) Obtains missing/invalid diagnoses from physician offices. Updates staff instructions and protocol. Releases test prices using Misys billing program and master price file.
7) Investigates and resolves misdirected report issues. Troubleshoots/resolves complex printer problems and reprints reports. Troubleshoots/resolves Electronic Medical Record reconciliation issues.
8) Prints, bursts, files, stores client requisitions. Creates/Updates client requisitions. Updates custom testing with little assistance from Supervisor.
9) Demonstrates an expertise using multiple computer systems to include SMS, Sunquest, Microsoft Office, Outlook, Homedraw/Nursing Home Database, CIS, Call-In program, Standing Orders Database, CoPath. CIS resource during Sunquest downtime. Proficient in Performance of SMS registrations. Assists with equipment repair.
10) Maintains awareness of and follows all corporate and BH Pathology compliance policies and procedures. Completes on-line compliance and safety training as scheduled. Maintains consistent and reliable attendance and complies with attendance/tardiness policy.
Required Work Experience:
1) Minimum 2 year's experience as Client Services Representative II or 1-2 years Client Services Representative II with additional level of responsibility in department or interdepartmental committees
Demonstrates excellent communication, teamwork and interpersonal skills
Additional Details:
This position will provide 2nd shift coverage (1:00 pm to 9:30 pm) Monday through Friday with a rotating shift of every 3rd Saturday and Holiday.
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Education:
GED or HiSET (Required)
Certifications:
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Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
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