Customer Service Specialist - FT Days

Customer Service Position at Vassar Brothers Medical Center

Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State's largest private employer with over 104,000 employees including members of Northwell Health Physician Partners who are working to change health care for the better.

Summary: The Customer Service position has hands on management of laboratory telephone answering protocols, for both outgoing calls and incoming inquires for laboratory results. This position must maintain a professional level of phone etiquette for the entire department. This position along with the lab management is directly responsible for meeting and exceeding AIDET, Studer and Press Ganey standards as measured in patient and staff surveys. Responsible to make sure tests are ordered correctly and results are readily available to the ordering physician. This is for inpatient, subcontracted outpatient and HQMP outpatient reporting.

Responsibilities:

• Customer Service
• Oversees and performs Receiving and registering Laboratory patients/specimens into Horizon and/or Cerner, ensuring that all physicians' orders are interpreted, ordered, and properly charged to enable the hospital to be reimbursed properly. This includes the performance of registration functions including indicating proper insurance codes, etc.
• Oversees and performs all duties assigned to properly preparing specimens for sending out to outside reference laboratories. This function requires the incumbent to ensure the specimen is prepared according to laboratory specifications. Duties include preparing proper documentation of paper work, recording data in send-out book, monitoring receipt of reports, entering results into computer and communicating results to the floor and/or physicians.
• Oversees the printing of necessary reports, including but not limited to interim reports, contract reports, outpatient summary reports, single summary reports, Faxed reports etc. The incumbent also completes the phoning of panic results to the physician when requested. Acquiring physician reports and prepares for mailing or delivery. Ensures all results are addressed and clearly legible.
• Receives all incoming phone calls, screens and directs calls to appropriate staff members. The incumbent also assists callers with patient results, outpatient and inpatient prices, requirements of test, turnaround times, etc. Receives requests for result and performs appropriate computer functions to provide information to caller, requirements of test, turnaround times, etc.
• Responsible in conjunction with Laboratory Manager to train and monitor all employees on proper phone etiquette in order to exceed AIDET, Studer, Press Ganey and HCAHPS patient and staff satisfaction surveys. Incumbent needs to "Lead by Example" when it comes to these goals so the staff can emulate this position's performance.
• This position must be able to become a liaison with the medical and nursing staff when it comes to obtaining laboratory results. Incumbent must gain the trust of the medical and nursing staff and develop staff to gain that same trust when absent.

Job Qualifications:

• Education: High School or equivalent
• Experience: 5 years of Medical or Laboratory Office

Working Conditions:

• Manual: Little or no manual skills/motor coord & finger dexterity
• Occupational: Little or no potential for occupational risk
• Physical Effort: Sedentary/light effort. May exert up to 10 lbs. force
• Physical Environment: Generally pleasant working conditions

Company: Vassar Brothers Medical Center

Org Unit: 1689

Department: Outside Lab

Exempt: No

Salary: $24.12 Hourly