Customer Srv Representative
Company: Mid Michigan Health
Posted on: August 6, 2022
This position is supervised by the Laboratory Manager, Business
Development and Support. They are responsible for ensuring that
physicians, outside clients, patients, and all other customers
receive superior customer service. Major responsibilities include
the accurate and timely distribution of reports; the retrieval of
test results for customers; communications including extensive
telephone time with physicians, office staff, outreach clients, and
other Laboratory departments; the receipt, processing and
distribution of specimens for testing while maintaining specimen
integrity and turnaround time; processing of all esoteric testing
including requisitions; interpretation and LIS entry of test
orders; and providing service to customers at the outpatient
(50%)* Responds to customer needs and helps to resolve exceptions.
Calls patients for return specimen collection. Provides collection
information to physicians, office staff, patient, etc. Schedules
appointments and facilitates customers communication with
Laboratory testing departments on a regular basis.
(30%)* Provides the rapid and accurate communication of test
results and critical values to customers using the telephone, fax,
microfiche, manual distribution and mail. Organizes and retrieves
stored test results for customers on a regular basis. Discloses
results to Department of Public Health according to state law.
(10%)* Receives, sorts and distributes specimens from all customers
to the testing departments to help ensure specimen integrity and
rapid turnaround time of results. Retrieves specimens from storage
for add on tests or rechecks. Measures and records data for 24-hour
urines on a regular basis.
(10%)* Communicates with the phlebotomy team regarding priority
OTHER DUTIES AND RESPONSIBILITIES:
Processes specimens for esoteric testing including completion of
electronic and manual requisitions, centrifugation and aliquoting
of specimens, and packaging of specimens for transport on a regular
Functions as a resource person unusual test requesting the internet
as a resource.
Adheres to patient test management procedures as defined by Federal
CLIA regulations and CAP.
Adheres to all laboratory safety policies and procedures.
Accurately enters patient demographics and billing information for
incoming specimens including Pap smears and tissues into the AS400
following admitting department protocols.
Interprets physician orders and accurately enters order in LIS.
MidMichigan Health is a technology driven organization and
employees need to demonstrate competency in Microsoft Windows.
An employee may be required to participate in further learning
opportunities offered by MidMichigan Health.
REQUIRED EDUCATION, EXPERIENCE, TRAINING AND SKILLS:
High School Diplome or GED Required
Communication, customer service, computer, and organizational
Mandatory Occupational Safety and Health Administration (OSHA)
training must also be completed annually according to the Exposure
Medical terminology preferred.
One-year laboratory experience; clerical, receptionist or
phlebotomy experience preferred.
Familiar with specimen integrity guidelines; laboratory test
terminology; current laboratory policies, procedures, and protocols
PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:
Exposure to stressful situations, including those involving public
contact, as well as, trauma, grief and death.
Able to wear personal protective equipment that includes latex
materials or appropriate substitute if required for your
Is able to move freely about facility with or without an assisted
device and must be able to perform the functions of the job as
outlined in the job description.
Overall vision and hearing is necessary with or without assisted
Frequently required to sit/stand/walk for long periods of time.
May require frequent postural changes such as stooping, kneeling or
Some exposure to blood borne pathogens and other potentially
Must follow MidMichigan Health bloodborne pathogen and TB testing
Ability to handle multiple tasks, get along with others, work
independently, regular and predictable attendance and ability to
Overall dexterity is required including handling, reaching,
grasping, fingering and feeling. May require repetition of these
movements on a regular to frequent basis.
Physical Demand Level: Sedentary.
Must be able to occasionally (0-33% of the workday) lift or carry
Keywords: Mid Michigan Health, Midland , Customer Srv Representative, Other , Midland, Michigan
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