Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary: Responsible for supporting and interfacing with all CPL departments such as Customer Service, Laboratory Operations, Referral Department and Processing while delivering high quality service on all calls received. This role ensures pending's and issues are reviewed timely with prompt follow-up with clients, patients, or internal clients and ensures referral laboratory information about esoteric testing is accurate to clients by utilizing the Referral Laboratory resources. Requires ability to multi-task in a high stress environment. The selected individual must have the ability multi-task and adhere to departmental policies and procedures to include result entry procedures, HIPAA regulations, documentation, and established procedures and protocols for the department and CPL. Performs other duties as assigned.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Principle Responsibilities:

• Utilizes clinical, referral resources and customer service skills to effectively and efficiently handle telephone calls and other duties assigned.
  • Ability to accurately complete the necessary paperwork for appropriate action by supporting CPL departments.
  • Understands and operates computer resources proficiently
  • Ability to positively meet the needs of CPL patients and clients through professional communication
• Utilizes job knowledge, judgment, and problem solving skills to ensure quality and fast turnaround time on client or patient requests
  • Follows established policies and procedures for clinical, documentation, customer service, and referral.
  • Identifies problems which may adversely affect the clinical process or customer service and takes appropriate action, including supervisor notification.
  • Understands and follows all CPL policies.
  • Understands and follows all HIPAA guidelines.
  • Understands and follows Add-on procedures.
  • Participates in departmental meetings.
  • Follows Compliance procedures and participates in Compliance training
• Effectively utilizes departmental resources
  • Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
  • Utilizes reference laboratory websites to research pending's and test information.
  • Performs special projects for leadership and helps with the Clinical emails and or the

leadership email groups.

• Utilizes appropriate supplies with minimal waste.

• Accurately enters all required information presented on the Reference Laboratory report into the laboratory information system when applicable.
  • Understands and recognizes laboratory information system alerts and flags and takes appropriate actions.
• Utilizes personal and professional skills to promote excellent customer service.
  • Communicates with CPL staff and its customers to ensure quality.
  • Maintains and supports a service oriented relationship with customers.
  • Respects and protects the confidentiality of information relative to patients and clients.
  • Strives to preserve a positive work environment.

Preferred: Medical Laboratory Technologist, Laboratory Scientist, Science Degree

Education:

Associate Degree in scientific discipline

MT/MLT license from accredited medical technologist program

Experience:

Minimum - 1 year clinical or anatomical laboratory experience

Preferred-1-3 years or more medical call center, referral lab experience and laboratory experience

Skills: Excellent customer service, communication skills, and attention to detail skills. Analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Ability to de-escalate calls by providing exceptional Customer Service and applying triage skills. Able to type at least 35 wpm.

Reporting Relationships: Reports to the Customer Service Manager, Customer Service Supervisor, Assistant Supervisor, or other designated person.

Physical Demands: Requires sitting for long periods of time in a small cubicle. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching. Routinely requires coordination of two or more physical operations. Requires ability to hear audible sounds via headset or telephone handset.

Environmental Demands: Works in a temperature controlled environment. Works in a small, noisy environment. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.

Scheduled Weekly Hours:

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.