Lab Customer Service Rep

Emory Healthcare; Atlanta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Emory Healthcare in Atlanta is seeking a Patient Registration/Phlebotomy specialist to support in-house and referral testing. You will register specimens, retrieve billing information from electronic systems, and triage calls to appropriate departments while representing the lab and care teams professionally to internal and external customers.

The role emphasizes accurate specimen handling, timely communication, and collaboration with supervisory teams for ongoing professional development and

Qualifications

• High school diploma or equivalent required.
• Three years phlebotomy, processing, or customer service experience preferred.
• Phlebotomy certification preferred.

Responsibilities

• Register patient specimens for in house or referral testing and retrieve billing information from electronic systems.
• Answer and route telephone calls from customers; triage and disseminate to appropriate departments; serve as liaison between customers and staff.
• Access, print, and distribute patient lab reports; maintain inventory of commonly used supplies and evaluate new products.
• Troubleshoot problems with specimens, results, or billing; provide documentation for quality management reports; support professional development and training.

Skills

Phlebotomy

Customer service

Communication

Data entry

Education

High School Diploma

Associate/Bachelor's preferred

Tools

Electronic systems

Laboratory information system

Job description

• Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems.
• Answers and routes telephone calls from customers.
• Provides information to customers and solicits information to triage calls to disseminate to appropriate departments.
• Acts as liaison between customer and various departments.
• Accesses, prints, and distributes patient lab reports to appropriate patient care areas.
• Projects a professional image through formal and informal communication to internal and external customers.
• Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability; Evaluates new products as available.
• Takes prompt action to resolve any problem with the registration or ordering of specimens.
• Escalates to supervisor when needed.
• Accurately places order on patient samples Investigates and resolves all problems and provides documentation for monthly quality management reports.
• Answers and routes telephone calls efficiently and professionally providing information as needed and/or soliciting information to triage calls to appropriate departments.
• Works with supervisor to formulate plan for professional development.
• Attends educational in-services and training classes for various computer systems as necessary.
• Is proficient in computer programs necessary to track and document work related data.
• Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems.
• Troubleshoots and resolves problems related to specimens, results, billing.
• Responds to telephone inquiries from medical staff concerning status of patient testing.
• Serves as liaison between the laboratory and medical and nursing staff regarding ordering, collection and processing of patient specimens.
• Reviews test requisitions and specimen labels for accurate information and orders tests appropriately.
• Follows up on all tests with incomplete information or questionable test orders.
• Verifies and updates insurance information and triages specimens to the proper testing facility.
• Perform other duties as assigned or requested.

Description

• Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems.
• Answers and routes telephone calls from customers.
• Provides information to customers and solicits information to triage calls to disseminate to appropriate departments.
• Acts as liaison between customer and various departments.
• Accesses, prints, and distributes patient lab reports to appropriate patient care areas.
• Projects a professional image through formal and informal communication to internal and external customers.
• Orders and maintains an adequate inventory of commonly used supplies to ensure immediate availability; Evaluates new products as available.
• Takes prompt action to resolve any problem with the registration or ordering of specimens.
• Escalates to supervisor when needed.
• Accurately places order on patient samples Investigates and resolves all problems and provides documentation for monthly quality management reports.
• Answers and routes telephone calls efficiently and professionally providing information as needed and/or soliciting information to triage calls to appropriate departments.
• Works with supervisor to formulate plan for professional development.
• Attends educational in-services and training classes for various computer systems as necessary.
• Is proficient in computer programs necessary to track and document work related data.
• Registers patient specimens for in house or referral testing.
• Retrieves appropriate billing information from a variety of electronic systems.
• Troubleshoots and resolves problems related to specimens, results, billing.
• Responds to telephone inquiries from medical staff concerning status of patient testing.
• Serves as liaison between the laboratory and medical and nursing staff regarding ordering, collection and processing of patient specimens.
• Reviews test requisitions and specimen labels for accurate information and orders tests appropriately.
• Follows up on all tests with incomplete information or questionable test orders.
• Verifies and updates insurance information and triages specimens to the proper testing facility.
• Perform other duties as assigned or requested.

Minimum Qualifications

• High School diploma or equivalent required.
• Associate's or Bachelor's degree preferred.
• Three years phlebotomy, processing, or customer service experience preferred.
• Phlebotomy certification preferred.

PHYSICAL REQUIREMENTS: (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [e-mail] . Please note that one week's advance notice is preferred.