Referral Representative II

QUEST DIAGNOSTICS INC; Los Angeles (CA); On-site; USD 30,307 - 33,062; Full time

Benefits offered by this job

Day 1 Medical and dental/vision for FT

401(k) with match

Annual incentive plans

Education assistance

Life and disability insurance

Employee stock purchase plan

Job summary

Quest Diagnostics Inc. is seeking a Referral Representative II in West Hills, CA, working Monday through Friday, 12:00 PM to 8:30 PM. The role handles all internal and external customer contact regarding Referral Testing and coordinates with referral vendors to resolve issues.

The position involves processing specimens, ensuring quality, and communicating test delays or results per established protocols. A clinical lab background and strong communication are essential.

Qualifications

• Minimum three (3) to five (5) years clinical laboratory experience.
• Customer service and/or medical background preferred.

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy; identify problems with specimen types or information.
• Prepare specimens and packages for shipment according to IATA regulations.
• Handle all customer inquiries regarding reporting of results and service issues to ensure satisfaction.
• Report laboratory results using established protocols.
• Contact clients to resolve routine medical/technical matters related to patient testing and results reporting.

Skills

Detail-oriented

Problem-solving

Interpersonal skills

Communication skills

Data entry

MS Office

Education

High School Diploma or Equivalent

Tools

Laboratory Information Systems

Microsoft Office (Excel, Word, Outlook)

Job description

Job Description

Referral Representative II - West Hills, CA, Monday to Friday, 12:00 PM to 8:30 PM

Pay range: $21.80 - $23.85 / hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended.

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!

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.

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)

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with the following laws if applicable, the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Quest believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products including sensitive information; accessing customer data or confidential information, and partnering and regularly working with or supervising other Quest employees and interacting with Quest customers.

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