Client Support Rep, PSC

Mohawk Valley Health System; City of Utica (NY); On-site; USD 51,577,000 - 68,770,000; Full time

Job summary

Mohawk Valley Health System in Utica, NY, is seeking a Client Support Representative for the hospital laboratory customer service unit. You will greet patients, answer calls, schedule phlebotomists, and coordinate courier routes in a busy lab setting.

Responsibilities include registration, test ordering, and ensuring documentation is complete. Prior lab experience is preferred; a NYS driver's license is required. Full-time, on-site position with strong teamwork expectations.

Qualifications

• High school diploma or equivalent.
• Knowledge of MS Word, Excel and email.
• Prior experience in a clinical laboratory.

Responsibilities

• Acts as a laboratory receptionist, greeting patients and visitors and handling calls.
• Ensures adequate supplies for office printers and arranges maintenance when needed.
• Answers a high volume of calls promptly and handles dispatch for courier services.
• Performs registration and test ordering by collecting patient demographics and insurance info.
• Schedules phlebotomists for daily draws.
• Oversees lab courier routes and maintains dispatch documentation.
• Responds quickly to urgent/STAT requests and understands test requirements.
• Monitors LIS routing and submits IT tickets for provider record changes.
• Performs other duties as assigned.

Tools

MS Word

Excel

Email

Job description

The Client Support Representative is responsible for providing high-quality service to hospital clients, physicians and staff in a high-stress environment. Coordinates responsibilities for the hospital laboratory customer service unit. Works cooperatively with a wide variety of customers, vendors, and internal staff, including patients, laboratory technicians, phlebotomy and billing staff, as well as other section supervisors within the laboratory department. Provides oversight, training and work assignments for call center and specimen transport employees. Under the direction of the Director of Laboratory Services and Laboratory Administration.

Core Job Responsibilities

• Acts as a laboratory receptionist. Greets patients and visitors, answers telephone, places calls, relays messages, and give pre-test information to patients.
• Ensures the availability of adequate supplies for office printers and arranges service or maintenance as needed.
• Answers a high volume of calls promptly with minimal transfers. Handles dispatch for courier services.
• Performs registration and test ordering by obtaining patient demographics and insurance information. Schedules phlebotomist(s) to do draws on a daily basis.
• Collaborates with the Outreach Supervisor and Outreach Manager when new business is added to ensure that all keys for lockboxes are added to the key sets for laboratory fleet vehicles. Ensures that MVHS/SEMC Lockboxes have appropriate labeling (logo stickers and biohazard stickers). Maintains open communication with the new business site and outreach supervisor/manager.
• Assigns and prioritizes courier routes and logs information as appropriate for the location. Ensures that all documentation from dispatch log and pickup slips is complete and filled out accurately by couriers.
• Responds promptly to urgent/STAT requests. Applies knowledge of specimen and test requirements when answering customer inquiries.
• The client support representative is expected to have adequate knowledge on test/specimen requirements to better understand turnaround times and STAT pickup urgency requests and knowledge of testing equipment/collection supplies to know what items offices are requesting with asking for supplies or have questions regarding supplies when they are received.
• Monitors accurate result report routing by utilizing LIS monitoring function. Submits necessary IT tickets to make provider record changes as necessary.
• Monitor and resolve Epic work queues for their location. Obtains any required information in a timely manner.
• Performs related duties as assigned.

Education/Experience Requirements

REQUIRED:

• High school diploma or equivalent.
• Knowledge of MS Word, Excel and email.

PREFERRED:

• Prior experience in a clinical laboratory.

Licensure/Certification Requirements

REQUIRED:

• Valid and current NYS driver's license.

Disclaimer

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Employee Status A1 - Full-Time

Work Schedule HRLY NON-UNION

Shift Hours Worked 8.50

Pay Range $18 - $24 per hour