Lab Client Support & Care Specialist

The Christ Hospital; Cincinnati (OH); On-site; USD 23,000 - 30,000; Full time

Job summary

The Christ Hospital is seeking a dedicated Customer Service Liaison for the laboratory, serving as the primary contact between clinicians, patients, and lab staff. You will guide test orders, explain procedures, and help ensure timely results while upholding HIPAA standards.

You will resolve inquiries, track orders, document interactions, and support process improvements as part of a collaborative team in a fast-paced healthcare environment.

Qualifications

• High school diploma or GED required; completion of formal phlebotomy training program or equivalent is preferred.
• Minimum of one year experience as a phlebotomist or health care-oriented background.
• Excellent customer service skills; maintain a 95% Answer / Call Ratio; document customer concerns and clerical tasks; basic knowledge of Word and Excel.

Responsibilities

• Respond to incoming calls, emails, and inquiries from clients and patients regarding laboratory services, test results, and procedures.
• Provide accurate information about lab tests, specimen collection requirements, and turnaround times.
• Resolve client issues or elevate complex problems to appropriate departments while ensuring follow-up and resolution.
• Monitor test orders for errors, delays, or missing information and take corrective actions as needed.
• Handle confidential health information in compliance with HIPAA and laboratory protocols.
• Document all client interactions in the customer service management system accurately and timely.
• Contribute to continuous improvement efforts by identifying recurring issues and suggesting process enhancements.
• Accountable for customer satisfaction

Skills

Customer service

Communication

Documentation

MS Word/Excel

Education

High school diploma or GED

Phlebotomy training (preferred)

Tools

Laboratory Information Systems

Job description

The Christ Hospital is seeking a dedicated Customer Service Liaison for the laboratory, serving as the primary contact between clinicians, patients, and lab staff. You will guide test orders, explain procedures, and help ensure timely results while upholding HIPAA standards.

You will resolve inquiries, track orders, document interactions, and support process improvements as part of a collaborative team in a fast-paced healthcare environment.