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Call Center Representative - Lab Outreach

Company: St. Luke's University Health Network
Location: Bethlehem
Posted on: January 16, 2022

Job Description:

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 AND RESPONSIBILITIES:

  • 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 Now requests.
  • Reviews demographics and ordering physician and location of all manual paper reports (referral test results, electrophoresis reports). -
  • 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 St. Luke's!!

Keywords: St. Luke's University Health Network, Bethlehem , Call Center Representative - Lab Outreach, Healthcare , Bethlehem, Pennsylvania

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