Rep, Referral II

Overview

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. 

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.  
• Ensure sample quality and accuracy. Identifies 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. 
• Advise Customers, Client Services and Sales of test delays. 
• 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. 
• Track and report metrics required for monitoring Referral Vendor effectiveness. 
• Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test. 
• Resolve interface exception logs and ensure exceptions are resolved in a timely manner. 
• Issue revised reports as necessary in accordance with defined guidelines. 
• Identify and escalate Reportable Quality incidents to supervisors. 
• Troubleshoot referral issues and notify supervisor of potential problems. 
• Assist in training Referral Assistant and Referral Rep I. 
• Participate in special projects regarding Referral Testing. 
• 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. 

Qualifications

QUALIFICATIONS

Required Work Experience:  

Minimum three (3) to five (5) 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 handle several tasks simultaneously for maximum department efficiency. 
• Demonstrate strong independent problem-solving skills to be able to handle complex and challenging issues. 
• Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers 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 High School Diploma or Equivalent(Required) LICENSECERTIFICATIONS