Lab Client Services Specialist 1

St. Charles Health System; Redmond (OR); On-site; USD 42,000 - 54,000; Full time

Job summary

St. Charles Health System is seeking a Laboratory Client Services Specialist I to deliver professional customer service to patients, providers, and laboratory teams. You will handle routine requests, orders, inquiries, and work queues while following policies and escalating complex issues when needed.

The role supports cross-training, adheres to confidentiality, and contributes to a culture of continuous improvement within the laboratory services team.

Qualifications

• Minimum one year of paid customer service experience.

Responsibilities

• Answers and manages incoming laboratory calls, providing timely, professional, and accurate assistance.

Skills

Customer service

Healthcare terminology

Communication skills

Education

High school diploma or equivalent

Associate or Bachelor's degree in healthcare/science

Tools

Electronic Medical Records (EMR) system

Insurance verification systems

Job description

The Laboratory Client Services Specialist I provides professional and timely customer service to patients, providers, caregivers, and laboratory teams. This position develops working knowledge of laboratory services, workflows, terminology, and systems while following established policies, procedures, and standardized workflows. The Specialist I accurately processes routine requests, orders, inquiries, worklists, and work queues; uses appropriate laboratory, billing, and customer service resources; and escalates complex or non-routine issues appropriately. The position participates in cross-training and ongoing education to expand knowledge and support team flexibility.

Essential Functions And Duties

• Answers and manages incoming laboratory calls, providing timely, professional, and accurate assistance.
• Provides information regarding laboratory testing requirements, specimen collection, handling, processing, and expected turnaround times.
• Assists providers and clinical staff with laboratory test selection and order entry.
• Resolves routine order discrepancies and pending orders; escalates complex issues as appropriate.
• Monitors laboratory worklists and work queues and takes appropriate action to ensure timely completion.
• Coordinates routine and STAT courier requests according to established workflows and policies.
• Communicates critical and priority results according to policy.
• Accurately documents client interactions and actions taken.
• Supports outreach client retention through proactive service, issue follow-up, and coordination with laboratory leadership when service concerns arise.
• Supports the vision, mission and values of the organization in all respects.
• Supports the Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients and guests.
• Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.
• May perform additional duties of similar complexity within the organization, as required or assigned.

Education

Required: High school diploma or equivalent.

Preferred: Associate or Bachelor's degree, or completion of college-level healthcare or science coursework.

Licensure/Certification/Registration

Required: N/A

Preferred: N/A

Experience

Required: Minimum one (1) year of paid customer service experience, preferably in a healthcare, medical, laboratory, or call center environment.

Preferred: Two (2) years of healthcare or customer service experience, including experience with call center operations, medical terminology, laboratory workflows, electronic medical records, insurance verification, CPT/ICD coding, or medical billing.