Client Services Representative-Cpt - Lab Clinical

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Located in the heart of the Coachella Valley, you have access to resort-style living and world-class amenities throughout Southern California.

• Job Objective: A brief overview of the position.

• Responsible for delivering all aspects of laboratory client services, including in-house customer service for EMC, LabTechniques patient service centers, and outreach customers.

• Reports to

• Laboratory Director

• Supervises

• N/A

• Ages of Patients

• Neonate/ Infant

• Pediatric

• Adolescent

• Adult

• Geriatric

• Blood Borne Pathogens

• High Potential

• Qualifications

• Education

• Required: High School, GED or Higher Level Degree; Medical Terminology Course

• Preferred: Some College Courses

• Licensure/Certification

• Required: Current Certified Phlebotomy Technician (CPT I)

• Experience

• Required: 2 to 3 years healthcare experience as a CPT (CPT I or CPT II)

• Preferred: Telephone customer service

• Essential Responsibilities

• Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.

• Properly uses telephone system, including: call rollover, call holding, outgoing and incoming call monitoring, and call transfer

• Verifies all mailing addresses of patient and physician prior to sending out laboratory reports.

• Provides quick responses to client requests, including: Laboratory test result of testing status on submitted outreach tests for both referred tests and in-house testing; supply ordering, including customized requisition forms; inform regarding specimen requirements, reference ranges, billing details of a general nature, and outreach services; dispatches others as necessary; fax daily reports and other requests, as necessary

• Competently utilizes information technology to access testing (specimen status, results, and requirements), and pricing information, in a timely manner

• Proficiently uses auto-dialing printing, fax and report printing equipment

• Maintains client service work station in an efficiently organized and orderly manner

• Ensures rapid and appropriate complaint resolution

• Maintains open line of communication with management team, laboratory staff, and other EMC departments

• Assists with body fluid exposure protocol

• Maintains familiarity with laboratory operations and medical terminology

• Maintains determined follow-through on problem resolution

• Cooperates with laboratory technical sections, LIS staff, phlebotomists, couriers, and marketing representative (i.e., the ability to work in a professional and positive manner with various "internal customers)

• Follows established policies, processes, and procedures as established by department manager

• Appropriately uses client action forms to document client problems that require investigation prior to resolution

• Assists in specimen processing &/or send outs when needed.

• Maintains proficiencies in phlebotomy skills.

• Tends data on laboratory issues.

• Monitors patient results to ensure results are provide to the correct ordering Physician

• Utilizes Laboratory Information System as appropriate

• Demonstrates proficiency in Laboratory Specimen processing and handling

• Maintains, orders and restocks OCB Physician supply room using PMM and Smart works programs.

• Works daily billing reports and STAR billing program to ensure proper billing of LAB, LED, LBR.

• Responsible for reviewing and revising Client Services procedures in LuciDoc

• Performs other duties as assigned

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Eisenhower Health offers a generous benefits package and a matched retirement plan.

Employees are eligible to participate in a benefits program designed to make a difference for you and your family.

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A Culture of Positivity and Support

From the beginning, this organization formed a culture based on strong values, commitments and a passion for service and professional excellence.

What Our Nurses Say

One of my very favorite things about working at Eisenhower Health is the culture on inclusivity that we have and a strong base for evidence-based practice.

Lori

Neonatal Nurse

One of the greatest things about working as a nurse at Eisenhower Health is how much support you get from Administration. We keep on improving the process here. It's a fantastic place to work.

Richard

Nursing Supervisor

My favorite thing about working at Eisenhower Health is the camaraderie within my unit and with the different departments.

Jennifer

Registered Nurse

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