Referral Representative II

Quest Diagnostics; Maryland; On-site; USD 28,929 - 33,062; Full time

Job summary

Quest Diagnostics is seeking a Referral Representative II to manage referral testing processes in West Hills, CA, Sunday to Thursday, 3:00 PM to 11:30 PM. You will handle all internal and external inquiries, ensure sample integrity, and coordinate with vendors to maintain service levels.

You will work with clients, Sales, and Client Services to communicate results, delays, and corrective actions, while complying with CLIA, HIPAA, and safety requirements.

Qualifications

• Detail-oriented and able to work independently to handle multiple tasks.
• Strong problem-solving skills for complex referral testing issues.
• Excellent communication and customer service skills with clients and vendors.

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy; resolve issues related to specimens and reporting.
• Handle all customer inquiries regarding reporting of results and service delays.
• Track and report metrics for monitoring referral vendor effectiveness.
• Troubleshoot referral issues and escalate as needed.

Skills

Detail-oriented

Independent problem-solving

Interpersonal skills

Communication skills

Confidentiality

Data entry

Microsoft Office

Education

High School Diploma or Equivalent

Tools

Laboratory Information Systems

Microsoft Office

Job description

Job Description

Referral Representative II - West Hills, CA, Sunday to Thursday, 3:00 PM to 11:30 PM

Pay Range

$21.80 - $23.85 per 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 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 certifications. 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, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors.

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy. Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
• Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
• Responsible for filing departmental documents.
• Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
• Advise Customers, Client Services and Sales of test delays.
• Perform investigations and provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
• Communicate all tests not performed (TNPs) 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.
• Identify and elevate Reportable 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.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Required to use personal protective equipment, engineering controls and/or 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 Work Experience

Minimum three (3) to five (5) years clinical laboratory experience.

Preferred Work Experience

Customer service and/or medical background preferred.

Physical And Mental Requirements

• Lifting: 1–10 lbs frequently; 11–25 lbs occasionally; 36–50 lbs seldom; over 50 lbs not to be lifted without assistance.
• Ability to stand and work at the bench for long periods.
• 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

• Detail‑oriented, able to work independently, establish work priorities and handle several tasks simultaneously for maximum department efficiency.
• Strong independent problem‑solving skills to handle complex and challenging issues.
• Interpersonal skills to deal courteously and effectively with supervisors, co‑workers and clients.
• Communication skills for handling telephone inquiries from clients and vendors.
• Ability to keep patient and client information confidential.
• Good data entry skills.
• Proficiency in Microsoft Office (Word, Excel, 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.

About The Team

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

Equal Opportunity Employer

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