Lab Client Experience Specialist

The Christ Hospital; Cincinnati (OH); Hybrid; USD 32,000 - 45,000; Full time

Job summary

The Christ College in Cincinnati, OH seeks a Customer Service Specialist for the Laboratory to serve as the primary liaison between clients, physicians, and internal staff. You will ensure prompt, professional communication, assist with test orders and results, and maintain high client satisfaction.

Responsibilities include handling calls, emails, and inquiries, providing testing information and turnaround times, resolving issues, coordinating sample collection and delivery, and documenting

Qualifications

• High school diploma or GED required; completion of formal phlebotomy training preferred.
• Minimum of one year experience as a phlebotomist or health care background.
• Excellent customer service, maintain 95% Answer/Call Ratio, provide testing requirements, document customer concerns and clerical tasks; basic MS Office skills.

Responsibilities

• Respond to calls, emails, and inquiries from clients/patients regarding laboratory services, test results, and procedures.
• Provide accurate information about lab tests, specimen collection requirements, and turnaround times.
• Resolve client issues or escalate complex problems to appropriate departments with follow-up.
• Monitor test orders for errors, delays, or missing information and take corrective actions.
• Handle confidential health information in compliance with HIPAA and lab protocols.
• Document all client interactions in the customer service management system promptly.
• Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery.
• Act as liaison between clients and laboratory staff to ensure timely processing and delivery of results.
• Assist in preparing monthly quality reports.

Skills

Customer service

Communication

HIPAA knowledge

MS Office

Education

High school diploma or GED

Phlebotomy training or equivalent

Tools

Laboratory Information Systems

Job description

The Christ College in Cincinnati, OH seeks a Customer Service Specialist for the Laboratory to serve as the primary liaison between clients, physicians, and internal staff. You will ensure prompt, professional communication, assist with test orders and results, and maintain high client satisfaction.

Responsibilities include handling calls, emails, and inquiries, providing testing information and turnaround times, resolving issues, coordinating sample collection and delivery, and documenting