Lab Client Services Specialist – Patient & Order Support

Wisconsin Diagnostic Laboratories; Milwaukee (WI); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Paid Time Off

Growth opportunities and Career Path

Academic Partnership with MCW

Referral bonuses

401K Retirement plan

Medical, Dental, Vision, Life, Short &

Long Term Disability

Free Workplace Clinics

Employee Assistance Programs

Adoption Assistance

Healthy Contributions

Care@Work

Moving Assistance

Discounts on gym memberships

Job summary

Wisconsin Diagnostic Laboratories (WDL) is seeking a Long Term Care Client Services Representative for full-time 1st/2nd shift at our Milwaukee facility. The role focuses on prompt, courteous phone support, accurate data capture, and coordination with the lab team.

The position includes benefits and a path for growth within a collaborative healthcare network. Responsibilities include monitoring call queues, applying the LIST approach to customer concerns, escalating when appropriate, and

Qualifications

• High school diploma or equivalent.
• One year of work experience in a health care setting with basic understanding of laboratory tests, results, and terminology preferred.

Responsibilities

• Promptly answers phones and listens to concerns/requests with complete and accurate information.
• Uses the L.A.S.T. method (Listen, Apologize, Solve, Thank) in problem solving customer concerns.
• Escalates when needed and seeks better-suited internal resources to assist callers.
• Maintains key call metrics (ASA ≤ 20s, abandon rate < 5%, RONA < 2%, service level ≥ 80%).
• Verifies and corrects discrepancies between lab requisitions and LIS; enters and updates patient information.
• Disseminates orders through LIS and ensures accurate encounter releases.
• Documents stats, times, and pickups in the dispatch log; supports QA and process improvement.

Education

High school diploma or equivalent

Job description

Wisconsin Diagnostic Laboratories (WDL) is seeking a Long Term Care Client Services Representative for full-time 1st/2nd shift at our Milwaukee facility. The role focuses on prompt, courteous phone support, accurate data capture, and coordination with the lab team.

The position includes benefits and a path for growth within a collaborative healthcare network. Responsibilities include monitoring call queues, applying the LIST approach to customer concerns, escalating when appropriate, and