Laboratory Client Services Representative Team Lead

Job Number: 1267

Position Title: Lab Client Services Representative Team Lead

External Description:

Our Laboratory is currently seeking a Laboratory Client Services Representative Team Lead (Lab CSR Team Lead) will work as a liaison to receive and assist in resolution of concerns of our Clients. Problem-solving and strong investigative skills are required to resolve Client concerns. The Lab CSR Team Lead will also support internal laboratory clerical operations in current and future markets, become a subject matter expert across all markets and assist the Lab Client Services Manager with required reporting. A successful candidate must be Client focused, demonstrate strong communication skills, a focus on process improvement and genuinely empathetic to concerns of our Care Center partners and patients.   

Duties and responsibilities:

• Be responsible for handling Care Center inquiries by telephone and by tickets created in the portal regarding status of reports, concerns of service failures, and other duties to provide Client satisfaction.
• Ability to collaborate to drive workflow and process improvements across all locations with a focus on trend analysis and resolution.
• Ability to utilize Excel to create and distribute data/reporting as needed.
• Triage concerns appropriately based upon laboratory protocol.
• Assists with monitoring the utilization of care centers across all markets.
• Report laboratory results to Clients using established protocols, document reporting or call history, and maintain appropriate records.
• Provide information to Care Center Clients regarding collection requirements of laboratory testing.
• Assignments may include operating information systems for data entry and retrieval of data, billing and Client interaction to obtain information and provide excellent Client services.
• Create and distribute reports from EMR and LIS systems for Quality Assurance tracking.
• Contact Clients to resolve routine issues related to patient specimens and result reporting.
• Support laboratory administration and pathologists with clerical or administrative tasks as requested.
• Training of new hires across markets, as necessary via Virtual Webinars or onsite travel.
• Understands, support, complies with company policies, procedures.
• Other duties as assigned.
• Handling inbound Client calls.
• Calling Outbound to gather missing information.
• Reception Desk Coverage as needed  

Position Requirements:

• High school diploma or equivalent
• Medical/lab experience is preferred as well as coursework in the medical sciences.
• Administrative background is preferred.
• Knowledge of specimen handling and collection requirements, general laboratory workflow and basic medical terminology
• Knowledge of or certification in ICD 10 coding is a plus.

 

City: Morrisville

State: North Carolina

Community / Marketing Title: Laboratory Client Services Representative Team Lead

Company Profile:

Unified Women’s Healthcare is a company dedicated to caring for Ob-Gyn providers who care for others, be they physicians or their support staff. A team of like-minded professionals with significant business and healthcare experience, we operate with a singular mindset - great care needs great care. We take great pride in not just speaking about this, but executing on it.

As a company, our mission is to be an indispensable source of business knowledge, innovation and support to the practices in our network. We are advocates for our Ob-Gyn medical affiliates – enabling them to focus solely on the practice of medicine while we focus on the business of medicine.

We are action oriented. We strategize, implement and execute – on behalf of the practices we serve.

Remote Opportunity: 0

EEO Employer Verbiage:

We offer a competitive salary and an excellent benefit package that includes health/dental/life/STD/LTD/vision insurance, paid time off, and 401(k) plan.    This company is a drug-free workplace and an Equal Employment Opportunity employer.