Laboratory Customer Service Technical Associate, Bethlehem (Per Diem)

CO39 St. Lukes Hospital; Bethlehem (Northampton County); On-site; USD 42,000 - 54,000; Full time

Job summary

St. Luke's University Health Network in Bethlehem, PA is seeking a Lab Customer Service Center Associate to support physicians, phlebotomists, lab staff, patients, and callers seeking Clinical Lab information.

You will assist with quality assurance and specimen recovery to promote accurate testing and patient satisfaction. The role emphasizes problem solving, detailed communication, and collaboration with non-technical staff, ensuring timely lab test reporting and adherence to Network policies

Qualifications

• MLS/MT/MLT (ASCP) or equivalent.
• 3+ years customer service experience in healthcare.
• 3+ Years Hospital/medical affiliated training.

Responsibilities

• Supports Physicians, Phlebotomists, Lab staff, patients and callers with Clinical Lab information.
• Performs quality assurance tasks including monitoring, test ordering and specimen retrieval activities.
• Mentors non-technical staff and uses medical terminology to assist in patient and provider inquiries.
• Ensures timely test reporting and compliance with Network policies and procedures.

Skills

Customer Service

Medical Terminology

Education

MLS/MT/MLT (ASCP)

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.

Thank you for your interest in St. Luke's!!

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

Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 23,000 employees providing services at 16 campuses and 350+ outpatient sites. With annual net revenue in excess of $4 billion, the Network’s service area includes 11 counties in two states: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. St. Luke’s hospitals operate the largest network of trauma centers in Pennsylvania, with the Bethlehem Campus being home to St. Luke’s Children’s Hospital. SLUHN is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. It is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. The Network’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from Premier 13 times total and eleven years in a row, including in 2023 when it was identified as THE #4 TEACHING HOSPITAL IN THE COUNTRY. In 2021, St. Luke’s was identified as one of the 15 Top Health Systems nationally. St. Luke’s is the ONLY health care institution in the Lehigh Valley to be named a Top Workplace regionally repeating the exclusive honor for the third year in a row. Also, for the third straight year, St. Luke’s has been a Top Workplaces in the Philadelphia Region by the Philadelphia Inquirer, ranking 9th in the large employer category for 2025 and the only health care system in PA to receive this award. In 2025, St. Luke’s was recognized as a national Top Workplaces by USA Today, three years in a row, including the 3rd best health care system in the nation in 2023 and 2024. Lastly, in 2025, St. Luke’s was named a Top Workplace in New Jersey for the third year in a row.