Job Summary
Responsible for providing accurate and consistent information to providers, staff, and/or patients in relation to clinical laboratory operations. The nature of this work spans all areas of the lab and relates to preanalytical and postanalytical processes and procedures, including: processing specimens, resolving specimen issues, and reporting results. The Representative will use Epic to document all work performed to ensure adherence to standard operating procedure with regards to recording, addressing and resolving issues, specimen processing tasks, and inquiries in a timely manner. The role requires collaboration with all departments within lab and all healthcare providers who utilize lab services.

Essential Functions

• Responds to providers, clinical staff or patient clinical inquires via phone, email, chat, PerfectServe or EMR, and in doing so ensures exceptional customer experiences and confirms customer’s understanding of information.
• Assesses complexity and priority of work and escalates processing/calls/resulting as appropriate, and documents all relevant clinical information and summary of interactions in EMR.
• Contacts providers, patients or staff with sensitive (I.e. HIPAA/PHI information) or critical clinical information related to patient laboratory testing in a timely manner.
• May processes specimens shipped to outside labs according to laboratory protocol and federal shipping guidelines to ensure specimen integrity, appropriateness of specimen and volume, accurate test orders and test information.
• Collaborates with other departments to determine the root cause of specimen or testing issues and creates an appropriate follow up so the issues are addressed and performs service recovery as needed.
• May perform patient registration, billing functions and/or high complexity/regulatory collections.
• Verifies test results, distributes client reports, including specialty reports and reportable results, according to established schedules and protocols; handles STAT, phone and fax requests per established protocols.
• Investigation of test availability, pricing, specimen requirements, and oversight of send-out cost containment and proper test utilization.

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree
• 1 year of relevant experience Related call center, specimen processing, and/or customer service experience. Required

Primary Location

SITE - Spectrum Health Blodgett Hospital - 1840 Wealthy St SE- Grand Rapids

Department Name

Lab - Call Center

Employment Type

Part time

Shift

Variable (United States of America)

Weekly Scheduled Hours

4

Hours of Work

Variable

Days Worked

Variable

Weekend Frequency

Variable weekends

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Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.

Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.