Client Service Representative Medical Technologist

American Addiction Centers; West Allis (WI); On-site; USD 35,000 - 63,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Educational assistance

Job summary

Advocate Health is seeking a Medical Laboratory Services Call Center professional in Wisconsin to manage inbound calls, coordinate specimen logistics, and report patient results. The role requires strong communication, clinical knowledge, and the ability to work in a fast-paced environment.

The position supports ACL Laboratories with client service excellence, training staff, and maintaining policy standards.

Qualifications

• Bachelor’s degree in Clinical Laboratory Sciences is required.
• ASCP MT or MLS certification required.
• No experience required.

Responsibilities

• Coordinate and follow through on inbound telephone calls for the laboratory.
• Perform outbound telephone calls to clients.
• Report results to appropriate individuals and notify medical staff of critical results.
• Ensure rapid complaint resolution and documentation.
• Maintain advanced knowledge of ACL operations and data reporting systems.
• Coordinate blood draw requests and specimen pickups with phlebotomy and courier departments.
• Assist Business Development and Client Service teams with account maintenance.
• Assist with development and maintenance of Client Service policies and procedures.
• Instruct students and new caregivers as assigned.

Skills

Interpersonal skills

Computer literacy

Decision making

Education

Bachelor’s Degree in Clinical Laboratory Sciences

Job description

Department:

60302 WI ACL Laboratories - Client Services Call Center

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

2nd Shift: Monday through Friday 14:30 to 23:00 with 2nd shift Weekend and Holiday Rotation

Pay Range:

$25.30 - $46.05

Major Responsibilities

• Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.
• Performs outbound telephone calls to clients following client service procedures.
• Reports results to appropriate individuals and notifies appropriate medical staff of critical patient results.
• Ensures rapid and appropriate complaint resolution and documentation.
• Maintains an advanced working knowledge of all laboratory operations and databases of ACL, including telecommunications and all methods of reporting data.
• Utilizes advanced knowledge obtained from technical training when responding to inquiries for technical or department/division information.
• Coordinates blood draw requests and specimen pickups with the phlebotomy and courier departments.
• Assists Business Development and Client Service teams with maintenance of existing accounts.
• Assists with the development and maintenance of Client Service policies and procedures.
• Acts as a resource for providing general direction and technical assistance to other laboratory and clerical staff. Instructs students and new caregivers as assigned.

Licensure, Registration, and/or Certification Required

• Medical Technologist (MT) certification issued by the American Society for Clinical Pathology (ASCP), or
• Medical Laboratory Scientist (MLS) certification issued by the American Society for Clinical Pathology Board of Certification (ASCP BOC).

Education Required

• Bachelor’s Degree in Clinical Laboratory Sciences.

Experience Required

• No experience required.

Knowledge, Skills & Abilities Required

• Intermediate understanding of computers and desktop software packages.
• Interpersonal skills necessary to deal effectively with client service staff, all levels of management and all external contacts including clients, physicians, patients and the community.
• Demonstrates good decision‑making skills.

Physical Requirements and Working Conditions

• Ability to use the telephone effectively with a clear speaking voice and a courteous manner.
• Operates all equipment necessary to perform the job.
• Exposed to normal office environment.
• Ability to deal with high levels of job‑related stress.
• Must be willing to handle potentially hazardous and/or infectious materials.
• Must possess good command of the English language with the ability to analyze written, spoken, and visual material.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our CommitmenttoYou:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well‑being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate’s job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, andShort- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.