Senior Statistical Clerk

3000 Montefiore Medical Center; United States; On-site; USD 33,000 - 48,000; Full time

Job summary

Montefiore Medical Center's Yonkers call center seeks a Senior Statistical Clerk to liaison between laboratories and clinics, handling critical value communications and client inquiries.

The role supports 200+ Montefiore and private accounts, involving 8,000 inbound/outbound calls monthly, and requires HIPAA compliance and strong communication skills.

Qualifications

• High School Diploma or GED required; Associate degree preferred.
• Experience handling inbound and outbound calls and customer inquiries.
• Knowledge of medical terminology helpful and ability to use clinical information systems.

Responsibilities

• Engage customers for 200+ Montefiore and private accounts.
• Manage 8000+ inbound/outbound calls monthly.
• Communicate patient results and critical updates per procedures.
• Use scripts to field client questions and requests.
• Coordinate logistics for specimen pickups and packaging guidance.
• Triages problems related to specimens and workflows.

Skills

Customer engagement

Inbound/outbound calls

Communication

Problem solving

Education

High School Diploma/GED

Associate's Degree preferred

Tools

EPIC/Beaker

Cisco

Job description

City/State: Yonkers, New York Grant Funded: No Department: Path - Yonkers Call Center Bargaining Unit: 1199 Work Shift: Night Work Days: WEEKENDS Scheduled Hours: 12 AM-8:30 AM Scheduled Daily Hours: 7.5 HOURS Hourly Rate: $29.40 For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Montefiore Medical Center's Department of Pathology operates the most technologically advanced diagnostic systems, analyzing approximately three and a half million specimens per year. Our laboratories provide a wide range of testing services to patients.

The Senior Statistical Clerk serves as a direct liaison between the laboratories and MMC clinics, physician offices, nursing homes, reference laboratories and other healthcare facilities.

Responsibilities

• Customer engagement for 200 + Montefiore and private accounts.
• Handle 8000 inbound and outbound calls per month.
• Facilitate/address customer requests and questions.
• Use scripts to communicate with clients.
• Direct liaisons providing high quality of service to clients providing clients with:
  • Patient Resulting Reports
  • Communicating All Critical Results Within 30 Minutes of Resulting Out On Comm Log
  • Updates, Changes and Communication Affecting Workflows
  • Dispatch of Logistics for Special Specimen Pick Ups
  • Guidance on Collection Tubes and Necessary Packaging
  • Assist Esoteric laboratories with facilitating communication with clinical personnel for necessary documentation required to send out a specimen
• Skills include effective and professional communication, knowledge of EPIC/Beaker and Cisco.
• Ability to problem solve, collaborate with lab, leadership and logistics.
• Knowledge of laboratory medicine.

Essential Functions

• Telephone critical value reports within regulatory requirements for all 5 MMC hospitals, outpatient facilities & ED's. Understands policy and procedures for contacting appropriate personnel if critical value cannot be reported to appropriate ordering unit
• Answer incoming laboratory telephone calls in a pleasant and professional manner. Avoid placing caller on hold for extended period of time
• Use all aspects of lab reporting system, including sending reports to remote printers and faxing
• Maintain strict confidentiality according to HIPPA guidelines
• Accept and expedites STAT pick up requests and courier requests
• Rapidly and accurately transfers calls to other laboratory departments assuring the caller's identity and request are communicated to the person accepting the call (warm transfer)
• Access and communicate patient reports, specimen handling and other information routinely requested by clients
• Triaging problem/resolution as it relates to specimens. This includes but is not limited to specimen location, turnaround time for results as well as add on requests
• Provide assistance on ordering, collection and transporting specimens
• Communicate with various reference labs on their ETA & specimen integrity for add on requests
• Must complete LIS (Laboratory Information System) training in order to gain access to the LIS to report critical values and have access to patient information

Qualifications

• High School Diploma/GED required; Associate's Degree preferred
• A minimum 1year work experience required
• Ability to use laboratory and clinical information, computers, and ability to operate and maintain label printers
• Understanding of medical terminology required
• Good communicational and organizational skills required

This position is located in the Yonkers call center in Yonkers. The hours are 12:00am - 8:30am Sundays and Mondays.

Montefiore Medical Center is an equal employment opportunity employer. Montefiore Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.

Since its inception in 1884, Montefiore's mission has been to heal, to teach, to discover and advance the health of the communities we serve. Montefiore's state-of-the-art facilities include the internationally-recognized Children's Hospital at Montefiore and our Notable Centers of Excellence – Montefiore Einstein Center for Cancer Care, Montefiore Einstein Center for Heart and Vascular Care, Montefiore Einstein Center for Transplantation. Combined with a growing number of locations for primary and specialty care throughout the Bronx and Westchester County, Montefiore is the ideal organization to apply and hone your expertise.

An assortment of insurance products and discount programs through Voluntary Benefits. Check out our comprehensive benefits available to you when you join our outstanding team! To heal, to teach, to discover and to advance the health of the communities we serve. To be a premier academic medical center that transforms health and enriches lives.