Referral Representative II

Quest Diagnostics Incorporated; Johnson City (KS); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Day 1 Medical

Well-being programs

Blueprint for Wellness

Mental health program

Vacation and Health/Flex Time

Holidays + MyDay off

401(k) match

Employee stock purchase plan

Life and disability insurance

Flexible Spending Accounts

Annual incentive plans

Education assistance

Career advancement opportunities

Job summary

Quest Diagnostics Incorporated in Lenexa, KS is seeking a Referral Representative II to handle internal and external customer contact regarding referral testing and to resolve complex issues. You will act as a liaison between customers and referral vendors, ensuring timely communication and accurate reporting of results.

Responsibilities include retrieving and processing specimens, preparing shipments per IATA regulations, managing inquiries about test delays and results, and supporting Client

Qualifications

• Minimum three to five years clinical laboratory experience.
• Customer service and/or medical background preferred.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy; identify problems with specimens and missing information.
• Prepare specimens and packages for shipment according to IATA regulations.
• Handle all customer inquiries regarding reporting of results and service issues.
• Report laboratory results using established protocols and communicate delays as needed.
• Assist in training Referral Assistant and Referral Rep I.

Skills

Clinical laboratory experience

Customer service

Communication

Medical terminology

Education

High School Diploma or Equivalent

Tools

Laboratory Information Systems

IATA shipping regulations

MS Office

Job description

Referral Representative II - Lenexa, KS, Monday to Friday, 8:30 AM to 5:00 PM

Handle all internal and external customer contact regarding Referral Testing. Receive,resolveand followupwith complex customer issues. Act as a liaison between internal and external customers and Referral vendors.

Pay range: $17.20+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Responsibilities

• Retrieve,sortand process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy. Identifies problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
• Prepare specimensand packagesfor shipmentensuring they are preparedaccording to IATA regulations.
• Responsible for filing departmental documents.
• Handleall customer inquiriesregarding reporting of results, service failuresand other quality issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contactclientsto resolve routine or medical/technical matters related to patient testing andresult reportingusing established protocols.
• Advise Customers, Client Services and Salesof test delays.
• Perform investigationsand provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services,CustomersandSales by effectively answering questions and responding to concerns in a timely manner.
• Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.
• Track and report metrics required for monitoring Referral Vendor effectiveness.
• Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test.
• Resolve interface exception logs and ensure exceptions are resolved in a timely manner.
• Issue revised reports as necessary in accordance with defined guidelines.
• Identifyand escapeReportable Quality incidents to supervisors.
• Troubleshoot referral issues and notify supervisor of potential problems.
• Assist in training Referral Assistant and Referral Rep I.
• Participate in special projects regarding Referral Testing.
• Maintainwork areain a safe,functionaland sanitary condition.
• Adhere to all established CLIA, HIPAA,OSHAand laboratory safety requirements.
• Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications

Required WorkExperience:

Minimumthree (3)tofive (5)years clinical laboratory experience.

Preferred Work Experience:

Customer service and/or medical background preferred.

Physical and Mental Requirements:

• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.
• Ability to stand and work at the bench for long periods of time.
• Frequent walking and/or standing.

Knowledge:

• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.

Skills:

• Must be detail-oriented,have the ability towork independently, establish work priorities and handle several tasks simultaneously for maximum department efficiency.
• Demonstrate strong independent problem-solving skillsto be able to handle complex and challenging issues.
• Interpersonal skills necessary to deal courteously and effectively with supervisors,co-workersand clients.
• Communication skills necessary to handle telephone inquiries from clientsand vendors.
• Ability to deal withpatient andclient information in a confidentialmanner.
• Good data entry skills required.
• Proficiency in Microsoft Office (Word,Exceland Outlook) and Laboratory Information Systems.

Education

• High School Diploma or Equivalent (Required)

67908

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.