Referral Representative I - 3rd shift

Description: Summary Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors. Duties and Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy. Identify problems with specimen types, missing

information, incorrect temperature, quantity not sufficient, etc. • Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.

• Responsible for filing departmental documents.
• Handle all customer inquiries regarding reporting of results, service failures and other quality

issues to provide customer satisfaction.

• Report laboratory results using established protocols.
• Contact clients to resolve routine or medical/technical matters related to patient testing

and result reporting using established protocols.

• Perform investigations and provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services, Customers and Sales by effectively answering questions and

responding to concerns in a timely manner. • Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.

• Identify and escalate Reportable Quality incidents to supervisors.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work

practice controls as directed by management. • Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. Required Work Experience: Minimum one (1) to two (2) years clinical laboratory experience. Preferred Work Experience: Customer service and/or medical background preferred. Physical and Mental Requirements: • The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.

• Ability to stand and work at the bench for long periods of time.
• Frequent walking and/or standing.

Knowledge:

• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.

Skills: • Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.

• Demonstrate strong independent problem-solving skills.
• Interpersonal skills necessary to deal courteously and effectively with supervisors, coworkers and clients.
• Communication skills necessary to handle telephone inquiries from clients and vendors.
• Ability to deal with patient and client information in a confidential manner.
• Good data entry skills required.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems

Education Requirements: High School Diploma or equivalent - REQUIRED Work Environment: Required to handle biological samples and potentially hazardous chemicals. Custom Fields: Name: Line of Business (LOB) Value: 300:Diagnostics Information Servic Name: State of Credentials/Licenses Required Value: N/A Name: Is this a hospital site that requires additional credentialing? Value: No Name: Time Zone Value: 3rd shift- EST- 11PM-7:30AM Name: GLBU-SiteCode Value: 46500-NL1:QUEST-200 Forest St Name: Reporting Business Unit (RBU) Value: 46500:Quest Diagnostics-Marlborough Name: Federal Contract Work in Lab Value: No Name: Is Position Eligible for Remote Work? Value: No Name: Fast Track Value: None Name: CapEX Value: None Name: Is Covid Vaccination Required? Value: No Name: Justification for Temp Value: Replacement- New to Hire Name: GL Account Value: 551100|Temp Labor: Agency Non-Taxa (Contingent, All but PA and CT Locations) eTeam