Lab Call Center Resource Evenings

Spectrum Health; Grand Rapids (MI); On-site; USD 22,000 - 30,000; Part time

Benefits offered by this job

Comprehensive benefits

Payactiv on-demand pay

Discounts directory

Identity theft protection

Retirement plan with match

Job summary

Corewell Health in Grand Rapids is seeking a Lab Information Representative to provide accurate information to providers, staff and patients regarding clinical laboratory operations. You will document work in Epic EMR, assist with specimen processing, and coordinate with lab departments.

The role emphasizes customer service, HIPAA compliance, and timely responses via phone, email, chat or EMR. Part-time evening shift 5:30 p.m.

Qualifications

• High School Diploma or equivalent required.
• Associate's Degree preferred; 1 year of relevant experience helpful.
• Related call center, specimen processing, and/or customer service experience is advantageous.

Responsibilities

• Responds to provider, staff or patient inquiries via phone, email, chat, and EMR.
• Ensures accurate information and documents interactions in the EMR.
• Collaborates with lab departments to resolve specimen issues and inquiries.
• Performs patient registration, billing, and/or high-complexity collections as needed.

Skills

Customer service

Communication

Phone support

Team collaboration

Education

High School Diploma or Equivalent

Associate's Degree

Tools

Epic

EMR

PerfectServe

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 process 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.

Benefits

• Comprehensive benefits package to meet your financial, health, and work/life balance goals.
• 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.

Location & Hours

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

Company Culture

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.

People are at the heart of everything we do, and the inspiration for our legacy of outstanding outcomes, innovation, strong community partnerships, philanthropy and transparency. Corewell Health is a not‑for‑profit health system that provides health care and coverage with an exceptional team of 60,000+ dedicated people—including more than 11,500 physicians and advanced practice providers and more than 15,000 nurses providing care and services in 22 hospitals, 300+ outpatient locations and several post‑acute facilities—and Priority Health, a provider‑sponsored health plan serving more than 1.2 million members. Through experience and collaboration, we are reimagining a better, more equitable model of health and wellness.