Clinical Laboratory Customer Service Specialist

Job Description

This role serves as the primary point of contact between the laboratory and its clients, including physicians, healthcare providers, patients, and internal staff. The ideal candidate will ensure prompt, professional, and efficient communication, assist with test orders and results, resolve issues, and uphold high standards of customer satisfaction.

Responsibilities

Customer Focus

• Respond to incoming calls, emails, and inquiries from clients and patients regarding laboratory services, test results, and procedures.
• Provide accurate information about lab tests, specimen collection requirements, and turnaround times.
• Resolve client issues or escalate complex problems to appropriate departments while ensuring follow-up and resolution.
• Monitor test orders for errors, delays, or missing information and take corrective actions as needed.
• Handle confidential health information in compliance with HIPAA and laboratory protocols.
• Document all client interactions in the customer service management system accurately and timely.
• Contribute to continuous improvement efforts by identifying recurring issues and suggesting process enhancements.
• Accountable for customer satisfaction

Department Support

• Demonstrates knowledge of laboratory information systems.
• Understanding Reflexive orders/rules
• Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery.
• Act as a liaison between clients and laboratory staff to ensure timely processing and delivery of results.
• Identifies technical and specimen related problems or discrepancies.
• Retrieves and distributes results to appropriate recipient(s), locates specimen requirements, and troubleshoots specimen test issues which may require basic knowledge of science.
• May perform registrations, scanning requisitions, and assists send-outs in monitoring pending logs.
• Assist in preparing the monthly quality reports.

Training & Technical Assistance

• May serve in the role of preceptor for the training and onboarding of team's members.
• Provide the Laboratory Information team with any necessary updates to test requirements. Clearly identify issues and confidently submit enhancements or new test builds.

Process Improvements

• Suggests solutions to issues and aids as needed to implement those solutions within the department.
• Collaborates with lab managers to implement technical changes needed to resolve the issue. Utilizes additional communication methods as necessary.
• May participate in the evaluation of implemented improvement initiatives and activities.

Professional Development

• Maintains currency in the field, including maintenance of any necessary licensure/certification, through continuing education, conferences, meetings, in-services, networking, literature, and/or seminars.
• Performs other duties assigned.

Qualifications

EDUCATION :

High school diploma or GED required; completion of formal phlebotomy training program or equivalent is preferred.

YEARS OF EXPERIENCE:

Minimum of one year experience as a phlebotomist or health care-oriented background.

REQUIRED SKILLS AND KNOWLEDGE : Excellent customer service skills, maintain an 95% Answer /Call Ratio, Provide testing requirements, Documentation of all customer concerns and clerical tasks Working knowledge of basic computer applications, such as word and excel.