Lab Customer Service (call Center) - Marietta

Job Summary

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift: Day (United States of America)

Core Responsibilities and Essential Functions

• Answers all inbound calls for the Laboratory Outreach department and appropriately documents call activity
• Answers phones promptly (within 3 rings) and communicates with respect by speaking succinctly, simply, and courteously to all callers and employs active listening.
• Accurately logs call time, client identity and basic call information into the appropriate database.
• Responds to all questions regarding test and proper collection techniques, test requirements, test codes, TAT information, and is careful to ensure confidentiality at all times; documents changes requested by clients by completing change forms and forwarding to the appropriate personnel.
• Investigate client issues by gathering information from available resources (database, contacts within the department, contacts within the reference laboratories) to provide answers and resolution in a timely manner; expedites client or patient complaints to the correct department leader
• Retrieves, prints, and faxes patient results to the client upon request
• Forwards information for courier pick up to the dispatcher
• Provides information about WellStar Lab Patient Service Centers (hours, directions, accepted insurance plans, lab vendor choices) to patients and clients
• Checks Epic system for active lab orders per patient request
• Schedule STAT and On Demand courier specimen pick-ups and deliveries
• Escalates any issues appropriately
• Make outbound calls to Laboratory Outreach Clients
• Help resolve issues pertaining to samples and paperwork by gathering missing information from clients or requesting specimen or order clarification
• Accurately logs call time, client identity and basic call information into the appropriate database
• Appropriate accesses and documents in patients medical record
• Confirm practice hours for upcoming holidays and potential inclement weather events
• Acts as the liaison between the clients and the reference laboratories (Lab Corp, Quest, and WellStar)
• Works collaboratively with reference laboratories to investigate pending results, test cancellations, and missing specimens
• Works collaboratively with reference laboratories to facilitate add-on testing
• Works collaboratively with reference laboratories to retrieve patents results upon client request
• Works collaboratively with the reference laboratories to provide clients with information unique to each laboratory such as proper collection techniques, test requirements, test codes, and TAT information
• Administrative duties
• Submits call logs daily at end of scheduled shift
• Calculates and submits daily site volume productivity counts to appropriate department
• Forwards failed auto-faxed reports daily to appropriate practice
• Completes required training and educational in-services as required

Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education

High school diploma GED

Required Minimum License(s) and Certification(s)

All certifications are required upon hire unless otherwise stated.

Required Minimum Experience

Phlebotomy, Laboratory, or Medical (clinical) experience Required and Customer service background, or additional experience / training in a call center environment Preferred

Required Minimum Skills

Highly motivated, customer focused and service oriented with strong skills in human relations. Consistently uses proper telephone etiquette, has a pleasant speaking voice and genuinely likes talking to people. Projects a professional, friendly, helpful demeanor and communicates effectively, both verbally and in writing. Must be able to resolve routine to complex issues and complete several tasks simultaneously. Well-organized and has good prioritizing skills. Specialized knowledge of laboratory tests, laboratory terminology, and specimen handling. Proficiency in laboratory and hospital information systems (Sunquest and Epic), as well as Microsoft Office, Excel, and Outlook.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.