[ref. d84097616] Midland - Customer Srv Representative

Summary:

This position is responsible for ensuring that physicians, outside clients, patients, and all other customers receive superior customer service. Major responsibilities include the accurate and timely distribution of reports; the retrieval of test results for customers; communications with physicians, office staff, outreach clients, and other Laboratory departments; the receipt, processing and distribution of specimens for testing while maintaining specimen integrity and turnaround time; interpretation and LIS entry of test orders; and providing service to customers at the outpatient drawing stations.

Responsibilities:

A Day in the Life of a Customer Service Representative at MyMichigan Health:

• (50%)* Responds to customer needs and helps to resolve exceptions. Calls patients for return specimen collection. Provides collection information to physicians, office staff, patient, etc. Schedules appointments and facilitates customers’ communication with Laboratory testing departments on a regular basis.
• (30%)* Provides the rapid and accurate communication of test results and critical values to customers using the telephone, fax, microfiche, manual distribution and mail. Organizes and retrieves stored test results for customers on a regular basis. Discloses results to Department of Public Health according to state law.
• (10%)* Receives, sorts and distributes specimens from all customers to the testing departments to help ensure specimen integrity and rapid turnaround time of results. Retrieves specimens from storage for add on tests or rechecks. Measures and records data for 24-hour urines on a regular basis.
• (10%)* Communicates with the phlebotomy team regarding priority collection requests.

Certifications and Licensures:

n/a

Required Education:

• High school diploma or GED

Other Information:

Other Duties and Responsibilities:

• Processes specimens for esoteric testing including completion of electronic and manual requisitions, centrifugation and aliquoting of specimens, and packaging of specimens for transport on a regular basis.
• Adheres to all laboratory safety policies and procedures.
• Accurately enters patient demographics and billing information for incoming specimens.
• MidMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft® Windows.
• NOTE: PHYSICAL/MENTAL REQUIREMENTS MAY BE APPLICABLE WITH THIS POSITION.

Refer to job description for a complete list of requirements.