Customer Service Specialist, Laboratory

OVERVIEW Provides comprehensive laboratory client service support, including patient registration, order and specimen processing, test research, billing and insurance verification, result entry, and resolution of complex customer and laboratory issues. Serves as a resource and leader for the laboratory team by supporting training and workflow, promoting customer service excellence, resolving operational issues, and assuming supervisory responsibilities in the Supervisor’s absence.

40-hours per week

• Monday
• Friday, 8:30am
• 5pm; every other Saturday, 6am
• 2:30pm

AND RESPONSIBILITIES Proficient with Hospital Information System (HIS) and Laboratory Information System (LIS) to release orders or register patients as needed. Assess orders for special collection requirements and patient preparation. Documents appropriate diagnosis code when indicated.

Resolve unusual or unclear test orders by contacting the physician, nurse or reference laboratory and documents actions taken. Research tests not orderable in the LIS for specimen requirements and appropriate billing information including price and CPT codes. Utilize Billing Information System, Registration System, and Reference Lab Information Systems to research requests and resolve requests.

Refer all unresolved issues to the appropriate supervisor. Reviews reports of issues from clinic customers, hospital customers, outside clients, other departments, and proactively follows up to improve service and processes. Contacts customers on rotating basis to see what laboratory can do to serve them better.

Provide feedback to laboratory leadership. Accept specimens from a variety of internal and external customers; accurately identify patients, samples and orders using two patient identifiers. Sort samples; resolve specimen identification or requisition issues.

Assure appropriate processing of samples including assuring patients are registered appropriately as dictated by insurance according to regulatory requirements and tests are ordered appropriately. Accession collected specimens using LIS, centrifuge and aliquot specimens as needed and deliver to the appropriate section in the laboratory. Appropriately notify testing personnel of stat requests.

Utilize LIS to appropriately receive specimens; package and track specimens for transportation to reference laboratories. Possess in depth knowledge of insurance processes specific to reference laboratories to assure billing is done in accordance with government regulations. Possess in depth knowledge of processing and packaging of samples to reference laboratories.

Perform result entry in the LIS; perform patient registration, payment collection, data entry of demographic information, process insurance information and other procedures as necessary to support efficient sample processing. Review all documentation of significant exposures for accuracy to assure prompt processing and appropriate follow up. Answer and screen telephone calls in a professional and helpful manner.

Research and provide results to caregivers as requested. Assure inventory and maintenance of supplies are kept at an appropriate level. Call critical results to the appropriate licensed caregiver and chart reports as needed.

Review order monitors and investigate the collection summary report using the established guidelines. Follow up with appropriate sites to assure all orders are completed in a timely manner. Conduct orientation and training of new partners; coach in customer service excellence on an ongoing basis; provide guidance and direction to Client Service Representatives as needed to assure processes run smoothly; assure competence of new partners prior to release of partner from training program; provide input to improve efficiency and quality of training program; provide input for performance evaluations for partners to the Customer Service Supervisor.

Demonstrate exemplary customer service skills; Use these skills to serve as a resource to the laboratory team. Possess knowledge of Phlebotomy partner functions to provide support to that team as needed. Demonstrate leadership qualities that include directing the flow of work, sound and accurate judgment in problem resolution, and the ability to provide constructive criticism that results in improved workflow.

Serve as the Supervisor in the absence of the Supervisor to include scheduling, ordering supplies and problem resolution for issues that cannot wait until the Supervisor returns. CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. EDUCATION AND EXPERIENCE High school diploma or equivalent. At least three years clerical or healthcare experience required.

CERTIFICATION AND LICENSURE N/A SKILLS AND ABILITIES N/A SPECIAL PHYSICAL DEMANDS The Special Physical Demands are considered Essential Job Function of the position with or without accommodations. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; and reach with hands and arms.

Specific vision abilities required by this job include close vision. This job requires the employee to occasionally exert up to 30 pounds of force. LEVEL OF SUPERVISION Must be able to work independently with minimal supervision.

SUPERVISES This job has no supervisory responsibilities.

$17.57 - $26.36 Mercyhealth is an Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status. Mercyhealth offers competitive pay and a comprehensive benefits package including: Medical, Dental, Vision Life & Disability Insurance FSA/HSA Options Generous, accruing paid time off Paid Parental and caregiver leave Career advancement and educational opportunities Tuition and certification reimbursement Certification Reimbursement Well-being Programs Employee Discounts On-Demand Pay Financial Education Annual recognition/awards events Partner appreciation days Family entertainment/attractions discount Community service/improvement opportunities Click here for more details regarding Mercyhealth Careers Benefit Information.

At Mercyhealth, we don’t simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin. Mercyhealth has been nationally recognized for our commitment to our people and culture, including: #1 in the nation on AARP's Best Employers for Workers Over 50 One of Working Mother magazine's 100 Best Companies for Working Mothers A Top 50 Company and Top 10 Nonprofit for Executive Women