Clinical Laboratory Customer Service Specialist- Immediate Response Lab- Full Time- Nights

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 elevate 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. Maintain accountability for customer satisfaction. Department Support Demonstrate knowledge of laboratory information systems. Understand 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. Identify technical and specimen‑related problems or discrepancies. Retrieve and distribute results to appropriate recipients, locate specimen requirements, and troubleshoot specimen test issues requiring basic science knowledge. Perform registrations, scan requisitions, and assist send‑outs in monitoring pending logs. Assist in preparing monthly quality reports. Training & Technical Assistance MAY serve as preceptor for training and onboarding of team members. Provide the Laboratory Information team with any necessary updates to test requirements and confidently submit enhancements or new test builds. Process Improvements Suggest solutions to issues and aid in implementing those solutions within the department. Collaborate with lab managers to implement technical changes needed to resolve issues, utilizing additional communication methods as necessary. Participate in evaluating implemented improvement initiatives and activities. Professional Development Maintain currency in the field, including licensure or certification maintenance through continuing education, conferences, meetings, in‑services, networking, literature, and/or seminars. Perform 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 a health‑care‑oriented background. Required Skills and Knowledge: Excellent customer service skills, maintaining a 95% answer/call ratio. Provide testing requirements and document all customer concerns and clerical tasks. Working knowledge of basic computer applications, such as Word and Excel. #J-18808-Ljbffr The Christ Hospital Health Network