Laboratory Customer Service Technical Associate, Bethlehem (Per Diem)

St. Luke’s Health Network, Inc.; Bethlehem (Northampton County); On-site; USD 25,000 - 33,000; Full time

Job summary

St. Luke's University Health Network seeks a Lab Customer Service Center Associate to support physicians, phlebotomists, and lab staff by providing accurate lab information and ensuring high-quality patient experiences.

The role emphasizes medical terminology proficiency and strong customer service with a focus on timely test results and compliance. The position requires MLS/MT/MLT (ASCP) or equivalent, plus 3+ years in a hospital or medical setting.

Qualifications

• MLS/MT/MLT (ASCP) or equivalent required.
• Strong customer service experience and medical terminology knowledge.
• Successful completion of an accredited MLS/MT/MLT program or equivalent work experience.
• 3+ years customer service and hospital/medical affiliated training preferred.

Responsibilities

• Assist Physicians, Phlebotomists, Lab Staff, and Patients with clinical lab information and quality assurance.
• Quality Assurance: monitor script order accuracy, identify missing tests, and assist with test ordering and reporting.
• Support and mentor non-technical staff using medical technology expertise.
• Expedite test reporting including state disease reporting and provider communications.
• Uphold Service Excellence Standards in all interactions and ensure efficient patient encounters.

Skills

Customer service

Medical terminology

Problem solving

Education

MLS/MT/MLT (ASCP) or equivalent

Tools

Laboratory information systems

Job description

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Lab Customer Service Center Associate is primarily responsible for supporting Physicians, Phlebotomists, Lab Staff, Patients, and any caller needing Clinical Lab information as well as supporting the Network Clinical Labs with all aspects of Lab Quality Assurance and the recovery of Clinical Lab specimens. This process includes resulting and correcting lab tests, investigation and determination of specimen quality, support of non-technical staff utilizing Medical Technology expertise, ordering, reporting, investigating and recovery of lost and missing lab specimens to promote patient satisfaction and overall exceptional Clinical Lab Experience.

Job Duties and Responsibilities

• Requires a high degree of problem solving, intuition, knowledge, and adaptability to the needs of the clients(callers) requesting assistance.
• Ability to provide detailed and accurate information to callers using both internal and external lab resources for efficient and effective lab collection.
• Performs all aspects of Quality Assurance protocol including monitoring script order accuracy, identify missing tests, the capability to add testing, test cancellation, test ordering, specimen retrieval as well as patient and provider notification.
• Support and mentor non-technical staff. Utilize technical knowledge to support physician, patient, staff and other customer inquiries to facilitate accurate and timely lab testing.
• Expedites test reporting to include State Communicable Disease reporting, Non SLUHN provider reports as well as reprocessing of failed reports to providers.
• On an ongoing basis, review for understanding and comply with all Network and departmental policies and procedures.
• Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).
• Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes, and practices.
• Adheres to the Network PCRAFT and AIDET competencies, instilling the culture and values of the organization in all patient and employee daily interactions. Ensures a superior patient encounter with every patient, every time.
• Other duties as assigned.

Physical and Sensory Requirements

• Sitting and standing for extended periods of time. Kneeling, bending, reaching, and walking. Sorting, filing, scanning.
• Lifting / Carrying:
  • 1-10 pounds - frequently
  • 11-49 pounds - rarely
  • 50 pounds and over - Rarely
• Pushing / Pulling:
  • 5 pounds and under - frequently
  • 6-10 pounds - Continuously
  • 11-49 pounds - Occasionally
  • 50 pounds and over - Rarely
• Other Environmental Factors / Considerations:
  • Hearing: The ability to hear, understand, and distinguish speech and/or other sounds. Continuously
  • Vision: To include far, near, peripheral, and color. Continuously
  • Communicating Verbally: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other works accurately, loudly, or quickly.
  • Equipment Operation: Phones, Fax, Printer, Scanner
  • Contact/exposure with chemical, biological material, heat/cold, or other environmental factors that may require the use of PPE. Biological frequently remaining factors rarely.

Education

MLS/MT/MLT (ASCP) or equivalent

Training and Experience

• Successful completion of an accredited MLS/MT/MLT program or equivalent work experience. Strong Customer Service experience. Medical terminology. Effective independent judgement in performance to the assigned duties.
• Preferred: 3+ years customer service. 3+ Years Hospital/medical affiliated training

St. Luke's University Health Network is an Equal Opportunity Employer.