Lab Support Specialist II - Clinical Lab, Client Services

Job Description

Status: Full Time

Schedule: Monday - Friday, 3pm - 11:30pm with weekends as needed

Position Summary:

As a Lab Support Specialist II, you play a pivotal role in ensuring the smooth operation of laboratory processes and delivering exceptional customer service. Reporting directly to your supervisor or manager, you are responsible for upholding the highest standards of quality and accuracy in all tasks assigned to you. To assist in the performance of laboratory duties, which include but are not limited to specimen processing, specimen problem solving, adding testing to specimens, answering and triaging all incoming calls, and executing or analyze tests in numerous areas. Research and resolve any production errors or problems while escalating when necessary.

Essential Job Functions:

Duties may include, but are not necessarily limited to, the following:

• Any and all tasks delegated by management.
• Ability to handle all specimen types.
• Establish positive patient identifications.
• Identify and resolve problem specimens.
• Demonstrates strong interpersonal skills that foster a positive environment.
• Display the ability to learn and understand specimen types related to test(s) ordered by our providers and sites.
• Serve as the primary point of contact for clients, including doctors, nurses, and medical assistants, addressing inquiries, resolving issues, and providing exceptional customer service.
• Always demonstrate good judgment when determining what action to take when processing samples. Always seek supervisory or manager assistance, if needed.
• Understand strict quality regulations related to test ordering and how it relates to patient care.
• Adheres to safety and quality policies and procedures.
• Report malfunctioning workstations to management.
• Escalate any or all problems or questions to a group lead and/or Supervisor if needed.
• Manage incoming calls and emails, promptly responding to client requests and ensuring accurate and timely communication.
• Communicate effectively with colleagues, supervisors, and clients, fostering a collaborative and supportive work environment.
• Demonstrate attention to detail, critical thinking, and problem-solving skills in all aspects of job performance.
• Facilitate the ordering process for tests and specimens, including coordinating with healthcare providers and accurately documenting orders in the Laboratory Information System (LIS).
• Provide support and guidance to clients regarding specimen collection procedures, test requirements, and result interpretation.
• Uphold ethical standards and confidentiality requirements in all interactions and activities, maintaining trust and integrity in the workplace.
• Collaborate with laboratory technologists and technicians to ensure seamless workflow and timely delivery of results to clients.
• Investigate and resolve client complaints or concerns, escalating issues to appropriate personnel when necessary.
• Conduct follow-up communication with providers to ensure satisfaction and address any outstanding issues.
• Adhere to all departmental and company policies.
• Ability to change schedules to accommodate department workflow.
• Maintain confidentiality. Adhere to HIPAA guidelines.
• Ability to review test codes and specimen types correctly in LIS.
• Assist in the development and implementation of client service improvement initiatives, contributing to enhanced client satisfaction and retention.
• Ability to research and review patient test orders in Athena.
• Adhere to any other functions delegated by management.
• Coordinate and follow up with Quest and LabCorp on a daily basis to help resolve problems for missing or outstanding testing results.
• Answer the phone, take messages, obtain necessary information, and give a response to the caller on a timely manner.
• Provide client services in taking appropriate information, finding resolutions, and triaging problems and questions from doctors, nurses, and CMA's.
• Place orders in LIS when requested by the clinician.
• Find specimens for add-on testing requested by the physician office; label and ensure that the order was placed by office staff.
• Assist with finding pending specimens on various work-in-process or pending reports. Follow up on the specimen problem box and resolve all specimens.
• Ensure records are accurate, complete, legible, and appropriately stored in binders for future reference as needed.
• Prepare daily lab error reports, and process LIS emails as needed.
• Create VERGE reports for risk and compliance analysis.

General Job Functions:

• Perform all other duties as assigned.

Physical Job Requirements:

• Endurance (e.g. continuous typing, prolonged standing/bending, walking, lifting, carrying, pushing, and pulling)
• Work requires sitting, standing, and/or walking for periods of up to eight hours.
• Dexterity of hands and fingers
• Physical strength to lift heavy objects, carts, or items, taking frequency and weight into consideration.
• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds.
• Physical mobility, which includes movement from place to place on the job, taking distance and speed into account.
• Balance is maintained during climbing, bending and/or reaching.
• Physical agility, which includes the ability to maneuver the body while in place.
• Ability to handle the physical requirements of the position.

Environmental Risks:

• Chemicals, sharps, latex, chemotherapy and fumes
• Loud noises
• Vibration
• Extreme temperatures
• Confined spaces
• Allergens: dust, mold and/or pollen
• Magnetic fields
• Radiation
• Combative patients/visitors

Blood-borne Pathogen:

• Exposure to infectious hazards, blood, body fluids, non-intact skin or tissue specimens.
• Contact with patients or patient specimens is possible.
• Unplanned or unexpected exposure.
• Exposure to infectious hazards, blood, and other body fluids.

Education, Certification, Computer and Training Requirements:

• High School diploma or equivalent, required. Associate's degree preferred.
• 0–1 year of related work experience required, and 2–4 years preferred.
• Medical terminology is preferred but not required.
• Previous experience in a customer service role.
• Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail).
• Strong flexibility and the ability to manage and adapt to changing priorities quickly.
• Strong verbal and written communication skills and excellent ability to listen and respond.
• Ability to communicate in English, both orally and in writing, is required.
• Familiarity with Laboratory Information Systems (LIS) is beneficial.
• Possible exposure to infectious specimens and other laboratory hazards.
• The ability to communicate in English, both orally and in writing, is required.
• Methods of Evaluation: Documented evaluations occur at the end of full training and periodically thereafter.

Pay Range: $19.28 - $23.61 Hourly

The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation,