Client Service Representative

LONG TERM CARE CLIENT SERVICES REP, WDL; CASUAL - Varied Shifts - 174791 US:WI:MILWAUKEE | ALLIED HEALTH | OPTIONAL PART TIME .001 Posted a week ago Description Wisconsin Diagnostic Laboratories (WDL) is a wholly owned subsidiary of The Froedtert & the Medical College of Wisconsin regional health network, which is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Patient care is our top priority, from test orders to transportation of specimens to reporting of test results. We perform over five million tests annually with test capabilities that match the largest labs in the world, providing expert academic care in every community. We combine our robust test directory and expert faculty and staff with compassionate patient care and unparalleled logistical support. WDL specializes in delivering comprehensive, clinical laboratory services to clients ranging from large tertiary care centers to small community practices. Wisconsin Diagnostic Laboratories (WDL) is an equal employment opportunity employer. Qualified applicants will be considered for vacancies without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status or other category protected under applicable law. WDL will reasonably accommodate the disabilities of qualified applicants to permit them to perform the essential functions of the subject position. Location US:WI:MILWAUKEE at our WI DIAGNOSTIC LABORATORIES facility. Position Details FTE: 0.001 Standard Hours: 20.00 Shift: Various shifts & days of the week (can include weekends) Required 4 shifts per month - minimum 20 hours per month Training: can be discussed in the interview - Preferred 3 full shifts for 2-3 weeks or until trained (subject to change upon availability) Sunday-Saturday hours are flexible Summary Promptly and attentively answers phones listening to concerns/requests, obtaining complete and accurate information. Consistently greets callers using a Wisconsin Diagnostic Laboratories approved greeting and offering name in a clear and pleasant tone. Responsibilities Actively monitors the call queue, assisting with incoming calls outside of regular job assignment. Understands and effectively uses the L.A.S.T. (Listen, Apologize, Solve, Thank) method in problem solving customer concerns. Recognizes calls/situations that require escalation and independently offers to seek other sources within the lab that may be better suited in assisting the caller. Maintains acceptable Average Speed of answer (ASA), =80%. Accurately utilizes applicable laboratory systems for order entry. Accurately verifies and corrects discrepancies between lab fax requisitions and the laboratory information systems for order entry changes and patient information updates based on daily departmental job duties. Contacts client if order discrepancies are discovered, such as ICD10 code, demographic, or order clarification. Enters and prioritizes orders entered into LIS. Effectively navigates printing and reprinting of order requisitions. Performs timely and accurate QA on other order entry staff. Indicates corrections by making copies of order and noting error that was found for QA’d staffs’ review. Releases orders through LIS under correct encounter. Maintains Sends add on requests to Client Services in a timely manner. Effectively and efficiently distributes and monitors workload for phlebotomists throughout the shift. Shift handoff including end of shift ops report and verbally communicates issues. Consistently and accurately documents time, location, amount of patients, stats, miles and pickups in the excel dispatch log. Documents and time stamps stats that are faxed over. Appropriately enters pick-ups into MedSpeed portal. Escalates discrepancies for verification and correction and other complex problems to leader. Assist in eliminating unnecessary draws for patients and increase efficiency for Phlebotomy. Appropriately troubleshoots missed faxes through web based faxing system. Effectively troubleshoot faxes client issues with report distribution. Follows up with IT department when necessary. Responsible for initiating and thoroughly investigating any missing specimens and timely completes the Missing Specimen form before submitting to department leadership. Participates in and successfully completes all competency assessments/challenges specific to this position. Maintains records documenting and substantiating competency and/or improvement plans. Effectively monitors worklists and work queues through LIS. Monitors documentation in LIS and closes out applicable CRM’s. Monitors web-based fax system and files appropriately. Calls home health patients day prior to scheduled draw. Effectively works through training checklist with new team member. Is a go to resource for trainee and new team members. Consistently communicates updates to supervisor or leader as it relates to training progress. Qualifications Experience: One year of work experience in a health care setting with basic understanding of laboratory tests, results, and terminology preferred. Education: High School Diploma or equivalent. Perks & Benefits Paid Time Off Growth opportunity – Career Pathways & Career Tuition Assistance, CEU opportunities Academic Partnership with the Medical College of Wisconsin Referral bonuses Retirement plan – 401K Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics Employee Assistance Programs, Adoption Assistance, Healthy Contributions, View email address on click.appcast.io, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available #J-18808-Ljbffr