Client Service Representative, Customer Service-Lab, 24hr, Nights

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Under the direction of the Manager and Supervisor of Customer Service performs a variety of administrative duties including: dissemination of results, answering questions regarding specimen requirement, specimen collection procedures, turn-around times, and coordinating the delivery of electronic and paper reports.

Major Responsibilities:

• Handles customer contact received by telephone regarding specimen requirements, turn-around times, results, specimen collection procedures, requested changes in testing, verification of test orders, and nursing home and home draw requests.
• Provide accurate, courteous, and timely communication with our customers.
• Initiates customer contact to communicate results for critical values, custom calls, STAT, and customer request call and/or fax testing, and test cancellations. Enters the actions performed into the computer system upon completion as necessary.
• Processes the mailing of paper reports via local and remote printer via Laboratory Information System and other laboratory departments.
• Receiving and relaying scheduling from patient care providers regarding PTH Turbo testing and communicates patient information and DOS to Chemistry Department via email.
• Receives requisitions requests for laboratory supplies from clients and transmits information for filing.
• Receives request for STAT courier services and communicates information to the contracted courier service and documents into the computer system.
• Ensures compliance with all laboratory quality and safety policies.

Position Qualifications:

License/Certification/Education: Required:

• Equivalent to a high school diploma.

Experience/Skills: Required:

• 1-3 years of additional training or experience in clinical laboratories.
• Lab-testing knowledge, familiarity with medical terminology, excellent PC skills.

Preferred:

• Physician office setting preferred.
• Excellent customer service preferred.
• Sales, medical or non-medical call center experience preferred.

Flex, maybe required to work at other locations and campuses per the needs of the department.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.