Clinical Lab Cust Svc Rep - Full Time - Day - 08 hrs

Clinical Customer Service Representative

The Clinical Customer Service Representative functions as a member of the Anatomic Pathology and Clinical Laboratory team and reports directly to the Clinical Laboratory Customer Service Supervisor. Under general supervision and according to established procedures, reports critical patient results to RNs/MDs, promptly answers telephone inquiries related to the Hospital and the Clinical Laboratory, retrieves, sorts and files paperwork, prints requisitions, and performs additional laboratory customer service tasks and activities.

Locations: Stanford Health Care

What You Will Do

• Answers telephone calls promptly and provides approved information such as specimen status, collection/transport requirements, test results, normal ranges, and billing information to physicians, physician office staff, nursing personnel and other clients. If information cannot be provided immediately, documents inquiry and calls back with information promptly. Routes or directs telephone calls to appropriate areas, faculty, management or staff. Ensures that follow-up is provided for all inquiries.
• Interprets, reports and documents all Critical Patient Results accurately and promptly to the ordering physician or RN within the allotted turnaround time, including the accurate and expeditious interpretation of normal and abnormal test results.
• Assists RNs/MDs with any specimen requirement/draw inquiries and add-on testing instructions over the phone.
• Ensures that patient communication needs are met, follow-up occurs for all requests, questions are responded to promptly and quality assurance processes are maintained.
• Ensures that the patient test results reports are promptly documented and organized in the department or as requested by the physician via multiple communication channels such as: a. Fax/mail patient results b. patient data is entered into multiple software applications according to instructions and established procedures.
• Troubleshoots incorrect accessioning errors. Requests copies of requisitions from main lab, notifies management of any accessioning that requires correction.
• Processes monthly Human Leukocyte Antigen (HLA) billing kit.
• Schedules patient appointments and follows up with appointment reminders and instructions.
• Assists in updating and maintaining procedure manuals in the department.
• Performs other duties as required.

Education Qualifications

• Associates' degree from an accredited college or university or equivalent years of experience.

Experience Qualifications

• Three (3) years of progressively responsible and directly related customer and/or laboratory work experience in a health care setting, including experience with answering high call volumes which includes telephone work, data entry skills and public contact required.

Required Knowledge, Skills and Abilities

• Demonstrated familiarity, knowledge and understanding of medical terminology
• Ability to establish positive, customer oriented working relationships with a variety of high-level professionals, technical and non-technical staff and clients including patients, nurses, physicians, laboratory technicians/scientists, and management
• Ability to organize, prioritize, multi-task, and adapt to changing priorities
• Ability to maintain sensitive patient data with care and confidentiality
• Polished telephone etiquette including the ability to communicate clearly and effectively
• Demonstrated business communication skills: verbal, written, interpersonal
• Ability to type 60 wpm
• Ability to learn new procedures and adapt to technological changes in the laboratory
• Demonstrated problem solving skills
• Ability to navigate multiple software applications, including electronic medical record systems
• Analytical ability is required in order to answer complex questions, direct calls, obtain information from several sources and solve moderately complex laboratory problems
• Ability to perform duties in a self-sufficient manner with minimal direction.

Licenses and Certifications

• None

These principles apply to ALL employees: SHC Commitment to Providing an Exceptional Patient & Family Experience Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $34.58 - $38.91 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.