Lab Client Services Representative - Day Shift

Cleveland Clinic Beachwood , OH 44122

Posted 1 month ago

Job Summary:

This position is full time, day shift. There is opportunity to work remote at home currently, after training concludes.

Supports patient care by acting as a liaison between the laboratory and caregivers providing direct patient care in multiple service environments. Delivers excellent customer service to internal and external caregivers, and maintains a professional image through phone, email and other forms of communication.

Responsibilities:

  • Navigates complex computer and phone systems, while following all RT-PLMI and departmental standard operating procedures for both internal and external customers.

  • Builds and maintains client relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication. Researches and reports patient test results as requested by authorized caregivers.

  • Responds to requests for test information, specimen requirements, supplies and fees associated with internal and referred laboratory testing.

  • Creates and modifies patient orders and demographics by following complex ordering procedures and utilizing multiple ordering systems.

  • Processes requests from clients to have patient specimens picked up.

  • Educates customers on, and troubleshoots issues regarding available resources and application utility.

  • Responds to emergent situations in order to assist patients, caregivers, RT-PLMI and the Cleveland Clinic.

  • Demonstrates information management skills via case ownership, prioritization, handling, documentation, reporting and follow-through.

  • Recognizes complex situations that require escalation to LCSR II, the Laboratory Client Services Coordinator or additional levels of supervision.

  • Accepts other duties and special projects as assigned by the Laboratory Client Services Supervisor or designee.

Education:

  • Associate's Degree required

  • Bachelor of Science preferred

  • College level courses in Science with additional lab experience or customer service experience may offset degree requirements

Certifications:

  • None required.

Complexity of Work:

  • Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.

  • Must be able to work in a stressful and rapidly changing environment and take appropriate action.

Work Experience:

  • One year of laboratory, customer service or call center experience required.

  • Laboratory experience preferred.

  • Excellent interpersonal and communication skills.

  • Ability to type 35 wpm.

  • Basic computer skills in Microsoft Office with the ability to learn new software.

Physical Requirements:

  • Individual must be able to work in confined spaces. Individual must be flexible to work various shifts: 1st, 2nd, 3rd, holidays, and\or off hours based upon business needs.

  • Ability to use telephone, computer, and office equipment. Normal/corrected vision and hearing.

  • Maintain professional appearance and demeanor.

Personal Protective Equipment:

  • Follows standard precautions using personal protective equipment as required.

#LI-EM1

Keywords: client, laboratory, customer service, troubleshooting

The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic's Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.

Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities

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Lab Client Services Representative - Day Shift

Cleveland Clinic