Lab Call Center Resource Evenings

spectrumhealth; Grand Rapids (MI); On-site; USD 2,066,000 - 3,031,000; Part time

Benefits offered by this job

Benefits package

Payactiv on-demand pay

Discounts directory

Identity protection

Retirement plan

Job summary

Corewell Health in Grand Rapids is seeking an part-time Reference Lab Community Health Worker to provide accurate information to providers, staff and patients about clinical laboratory operations. You will use Epic/EMR to document work, handle inquiries and ensure compliance with lab protocols.

Responsibilities include responding to inquiries via multiple channels, escalating issues, coordinating specimen processing, and maintaining documentation to support specimen integrity and test

Qualifications

• Required High School Diploma or equivalent.
• Preferred Associate's Degree.
• 1 year of relevant experience related to call center, specimen processing, and/or customer service experience. Required.

Responsibilities

• Responds to providers, clinical staff or patient inquiries via phone, email, chat, PerfectServe or EMR.
• Escalates processing/calls/results as appropriate and documents relevant clinical information in the EMR.
• Contacts providers, patients or staff with HIPAA/PHI information or critical clinical information in a timely manner.
• Collaborates with other departments to identify root causes of specimen or testing issues and follows up to resolve them.
• May perform patient registration, billing functions and/or high complexity/regulatory collections.
• Verifies test results and distributes client reports per schedules and protocols; handles STAT, phone and fax requests.
• Investigates test availability, pricing, specimen requirements, and oversees cost containment and proper test utilization.

Skills

Customer service

Call center experience

Specimen processing

Education

High School Diploma or equivalent

Associate's degree preferred

Job description

Job Summary

Responsible for providing accurate and consistent information to providers, staff, and/or patients in relation to clinical laboratory operations. The nature of this work spans all areas of the lab and relates to preanalytical and postanalytical processes and procedures, including: processing specimens, resolving specimen issues, and reporting results. The Representative will use Epic to document all work performed to ensure adherence to standard operating procedure with regards to recording, addressing and resolving issues, specimen processing tasks, and inquiries in a timely manner. The role requires collaboration with all departments within lab and all healthcare providers who utilize lab services.

Essential Functions

Responds to providers, clinical staff or patient clinical inquires via phone, email, chat, PerfectServe or EMR, and in doing so ensures exceptional customer experiences and confirms customer's understanding of information.

• Assesses complexity and priority of work and escalates processing/calls/resulting as appropriate, and documents all relevant clinical information and summary of interactions in EMR.
• Contacts providers, patients or staff with sensitive (I.e. HIPAA/PHI information) or critical clinical information related to patient laboratory testing in a timely manner.
• May processes specimens shipped to outside labs according to laboratory protocol and federal shipping guidelines to ensure specimen integrity, appropriateness of specimen and volume, accurate test orders and test information.
• Collaborates with other departments to determine the root cause of specimen or testing issues and creates an appropriate follow up so the issues are addressed and performs service recovery as needed.
• May perform patient registration, billing functions and/or high complexity/regulatory collections.
• Verifies test results, distributes client reports, including specialty reports and reportable results, according to established schedules and protocols; handles STAT, phone and fax requests per established protocols.
• Investigation of test availability, pricing, specimen requirements, and oversight of send-out cost containment and proper test utilization.

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree
• 1 year of relevant experience Related call center, specimen processing, and/or customer service experience. Required

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here .
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Blodgett Hospital - 1840 Wealthy St SE- Grand Rapids

Department Name

Reference Lab CHW - Grand Rapids Hosp

Employment Type

Part time

Shift

Variable (United States of America)

Weekly Scheduled Hours

4

Hours of Work

5:30 p.m. to 11:00 p.m.

Days Worked

Variable

Weekend Frequency

Variable weekends

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community.

We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.