Laboratory Customer Service Representative - PRN- AAMC

Luminis Health, Inc.; Annapolis (MD); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off

Tuition Assistance Benefits

Wellness Programs

Employee Assistance Programs and more

Job summary

Luminis Health, Inc. is seeking a healthcare customer service representative to communicate with patients, medical staff, and visitors in a professional manner. The role supports lean process improvement, maintains a safe environment, and coordinates LIS-based test orders.

The candidate will handle inquiries, assist with training, and contribute to the laboratory quality program. The position requires a high school diploma or GED, proficiency in Word/Excel, and healthcare customer service

Qualifications

• High school diploma or GED required.
• Proficient in Microsoft Word and Excel.
• Preferred: two years of healthcare customer service experience; knowledge of medical and laboratory terminology.
• Working knowledge of basic computer skills and web-based applications.

Responsibilities

• Communicates with patients, medical staff, hospital staff and visitors in a professional manner.
• Promotes Lean Thinking to improve processes and adds value to the job.
• Maintains a safe, clean environment and supports smooth interdepartmental hand-offs.
• Manages laboratory specimen registration and orders tests in LIS as requested.
• Answers phone calls courteously, handles billing inquiries, and resolves client concerns.
• Provides training and orientation support for new staff.
• Participates in the laboratory quality plan/program and helps resolve service problems.

Skills

Microsoft Word

Microsoft Excel

Customer service

Education

High school diploma or GED

Job description

Position Objective:

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAMC's policies and practices.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Espouses the principles of Lean Thinking and creates a work environment that positively promotes process improvement. Explores opportunities to add value to the job (innovative ideas) to benefit the organization and takes ownership of the outcome. Proactively finds other work‑related tasks during low census.
2. Maintains a safe and clean working environment by complying with procedures, rules, and regulations that allow for easy staff interchange. Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation (hand-offs).
3. Maintains laboratory supplies inventory and conserves laboratory resources by using equipment and supplies as needed to accomplish job results. Performs preventative maintenance and troubleshoots problems to the full extent of ability.
4. Meets turnaround-time and productivity goals (includes downtime activity, meal breaks, shift transitions, schedules, huddles). Serves as a point of contact for customer inquiries.
5. Answers the phone courteously and professionally as per department guidelines, responds to inquiries, and refers calls as appropriate. Maintains professionalism with clients and works to establish a positive rapport with every caller.
6. Answers incoming customer calls regarding billing issues, product problems, service questions, and general client concerns. Manages multiple calls at a time.
7. Assists with the training and orientation of new staff.
8. Registers specimens and orders appropriate tests in the Laboratory Information System (LIS) as requested by authorized providers by accurately reading and interpreting orders and being familiar with test mnemonics.
9. Actively participates in the laboratory quality plan/program (e.g., investigative reports, notification of delays, etc.).
10. Resolves service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.

Educational/Experience Requirements:

• High school diploma or GED
• Proficient in Microsoft Word and Excel
• Preferred: Two years of previous customer service experience in a healthcare environment; knowledge of medical and laboratory terminology
• Working knowledge of basic computer skills and web-based applications

Required License/Certifications:

• None

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

Physical Demands -

The physical demands and work environment described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

*The above job description is an overview of the functions and requirements for this position. It is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.

Pay Range: $19 - $23 USD

Luminis Health Benefits Overview:

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more

*Benefit offerings based on employment status