Call Center Representative - Lab Outreach
Company: St. Luke's University Health Network
Posted on: January 16, 2022
St. Luke's is proud of the skills, experience and compassion of
its employees. The employees of St. Luke's are our most valuable
asset! Individually and together, our employees are dedicated to
satisfying the mission of our organization which is an unwavering
commitment to excellence as we care for the sick and injured;
educate physicians, nurses and other health care providers; and
improve access to care in the communities we serve, regardless of a
patient's ability to pay for health care.The Outreach Lab
Representative prioritizes inbound and outbound calls to the
Customer Service Center, supports the departmental and network
mission and vision by performing outstanding service recovery and
timely responses to questions and requests of customers. JOB DUTIES
- Answers incoming calls (both internal and external) to the Lab
Outreach Customer Service Center, and provides superior customer
service to both customers. -
- Sorts and mails Laboratory Outreach reports, Clinical
Laboratory reports, and Anatomic Pathology reports.
- Utilizes Epic, MyNet, LabCorps and Quest websites, and Google
as a resource to assist callers on the phone to answer questions
and provide information.
- Prints outpatient reports and faxes/mails them when requested
by physician offices or Lab Outreach leadership. Calls STAT reports
and abnormal test results to nursing units and physician offices,
as directed. Fax or calls all prothrombin time results to the
ordering physician throughout the day. -
- Fills supply orders for SLPG physician offices through Service
- Reviews demographics and ordering physician and location of all
manual paper reports (referral test results, electrophoresis
- Responsible for accurate means of distribution of reports to
physician and other departments and health care providers. Reviews
(audits) scripts to ensure quality and accuracy of orders to meet
the LEM quality goals. -
- Packages scripts for pickup by the storage company.
- Prepares and distributes reports as required by patient request
(completed release of information forms).
- Acts as an internal support system to network phlebotomists,
nurses, doctors, and physician office staff across the network to
provide information on test ordering, specimen processing, special
tests, and other inquiries. -
- Maintains an accurate log of each phone call in Service Now.
PHYSICAL AND SENSORY REQUIREMENTS: Sitting up to 7 hours per day in
2 hour increments. Standing up to 3 hours per day in 2 hour
increments. Walking up to 2 hours per day in 30 minute increments.
Fingering frequently to usecomputer keyboard and sort patient
reports. Frequent handing of papers. Lifting occasionally up to 10
pounds. Carrying occasionally up to 10 pounds. Occasional
stooping/bending to reachpatient charts. Frequently reaches above
shoulder level. Hearing normal conversation and conversion over the
telephone. Normal vision with ability to read computer terminal.
EDUCATION: High School graduate or equivalent. TRAINING AND
EXPERIENCE: Medical office experience and some knowledge of medical
terminology preferred. Please complete your application using your
full legal name and -current home address. -Be sure to -include
-employment history for -the past seven (7) years, including your
present employer. - Additionally, you are -encouraged to upload a
current resume, including all work history, education, and/or
certifications and -licenses, if applicable. -It is highly
recommended that you create a profile at the conclusion of
submitting your first application. -Thank you for your interest in
Keywords: St. Luke's University Health Network, Bethlehem , Call Center Representative - Lab Outreach, Healthcare , Bethlehem, Pennsylvania
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