Laboratory Customer Support Specialist

Laboratory Customer Service Representative

Make a difference behind the scenes of patient care. As a Laboratory Customer Service Representative, you'll support physicians, nurses, patients, and laboratory staff by providing testing information, resolving specimen and result inquiries, and ensuring timely communication. This role offers the opportunity to build specialized laboratory knowledge while delivering exceptional customer service in a collaborative healthcare environment.

Location: Bethesda North Hospital at 10500 Montgomery Road, Cincinnati, OH 45242

Work Schedule:

• Full-Time (64 hours bi-weekly)
• Day shift
• Weekend and holiday rotation

Incentives & Benefits:

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

Minimum Job Requirements:

• High School Diploma or GED Degree (Required)
• 1 - 2 years' experience Customer Service (Required)
• Knowledge of laboratory terminology, Specimen handling, Data entry, Windows software, and HIS and LIS

Job Overview:

• This position serves both internal and external customers of TriHealth's laboratories by responding to inquiries for results, specimen collection requirements, test codes, and other general information. This position requires in depth knowledge of the flow of samples from collection, receiving, processing, testing, and reporting. Responsibilities include troubleshooting and resolving issues that may occur during each of these steps that might delay the final reporting.
• This position requires knowledge of the reference labs' processes, including reference lab websites. This position uses various systems and resources to obtain accurate information, such as the laboratory information system (LIS), hospital information system (HIS), and laboratory website. This position communicates information in various ways, including via telephone, fax, and email. This position develops a high level of expertise in customer service skills to ensure excellent communication and interactions with physicians, nurses, medical assistants, patients, laboratory personnel, and others.

Job Responsibilities:

• Continually develops customer services skills. Completes at least one customer service training session per year, either in person or on LEARN.
• Obtains complete information when receiving requests for test results, including patient's name and date of birth, date of service, and test order(s). Uses two patient identifiers (e.g., patient name and DOB) to locate the correct results. Communicates vital values to providers according to laboratory protocols. Follows TriHealth and laboratory protocols for communicating results verbally, electronically, or via fax.
• Performs other tasks as needed (e.g. running callback/result line reports, Ohio Department of Health (ODH) reports, and maintaining requisition files). Accepts new duties as required to meet the needs of the laboratory.
• Provides accurate information regarding specimen collection requirements and steps necessary to prepare specimens for transport. Uses the laboratory's website to obtain information for outreach clients and off-site phlebotomists. Uses the LIS to obtain information for hospital sites. Uses websites from appropriate reference labs to obtain information for tests not listed in the TriHealth resources.
• Understands the lab processes at each TriHealth site. Uses the HIS and LIS to respond to calls regarding the status of a test. Investigates and resolves routine issues, such as HIS orders not crossing into the LIS. Promptly refers complex issues to the technical staff or supervisor.

Working Conditions:

Bending - Climbing - Occasionally Concentrating - Consistently Continuous Learning - Consistently Hearing: Conversation - Consistently Hearing: Other Sounds - Consistently Interpersonal Communication - Consistently Kneeling - Rarely Lifting <10 Lbs. - Occasionally Lifting 50+ Lbs. - Rarely Lifting <50 Lbs. - Occasionally Pulling - Occasionally Pushing - Occasionally Reaching - Reading - Frequently Sitting - Consistently Standing - Frequently Stooping - Occasionally Talking - Consistently Thinking/Reasoning - Consistently Use of Hands - Consistently Color Vision - Visual Acuity: Far - Visual Acuity: Near - Walking

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS... Welcome everyone by making eye contact, greeting with a smile, and saying "hello" Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS... Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met Offer patients and guests priority when waiting (lines, elevators) Work on improving quality, safety, and service

Respect: ALWAYS... Respect cultural and spiritual differences and honor individual preferences. Respect everyone's opinion and contribution, regardless of title/role. Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS... Value the time of others by striving to be on time, prepared and actively participating. Pick up trash, ensuring the physical environment is clean and safe. Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS... Acknowledge wins and frequently thank team members and others for contributions. Show courtesy and compassion with customers, team members and the community.