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Customer Support Representative

Expired Job

OSF Healthcare Peoria , IL 61601

Posted 4 months ago

Reports to the Supervisor of Sales and Marketing. According to established procedures, answers telephones, greets callers, documents employee call-in, facilitates caller requests and needs.

Utilizes departmental policies and procedures to independently perform multiple tasks that support quality patient care. Provides client with test information including specimen requirements, shipping and handling specifications, pricing, correct order completion, cancellation and adding tests, plus other pertinent information. Troubleshoots issues involving multiple areas of the laboratory, including courier services, processing, pathology and all clinical departments.

Accepts supply orders, facilitates Stat/PRN courier pick-ups, and additional service requests. Checks new orders for accuracy/completeness, including correct patient name, demographic information, ordering physician, test ordered, diagnosis and billing selection. Scans documents into Epic media manager, works Missing Diagnosis, Pap Smear Denial and Spectra Health Missing Document work queues. Manages the communication log for the calling/management of critical and stat lab test results, according to applicable regulations.


Education- Work requires exceptional communication skills, the ability to read, write, and possess analytical skills at a level generally obtained through completion of a high school education.

Experience- Basic computer knowledge needed and some knowledge of medical terminology is strongly preferred but not required.

Skills- Approximately one to three months on the job experience necessary in order to gain an understanding and working knowledge of departmental policies, procedures and the departmental work responsibilities and duties. Positive attitude and strong interpersonal skills necessary to respond to calls and inquiries involving laboratory-wide issues.

Patience and persistence in handling anxious callers under difficult circumstances. Requires analytical skills necessary to use the EPIC/Beaker and Atlas computer systems as used within the laboratory, throughout the system, and integrated into our customer's facilities and practices. Problem-solving and interpersonal skills necessary to evaluate and notify appropriate personnel to communicate and clarify any issues pertinent to patient information and specimen-related inquiries.


Applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age physical or mental handicap unrelated to ability or an unfavorable discharge from military service.

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Customer Support Representative

Expired Job

OSF Healthcare