Position Status:
Full timeShift:
First Shift (Days - Less than 12 hours per shift) (United States of America)Hours per week:
40Job Information
Exemption Status: Non-Exempt
A Brief Overview
Supports the Clinical Laboratory and Pathology Services by serving as a liaison between the Laboratory and its many customers. Provides information regarding patient results to the Laboratory's clients and physician customers in a manner representative of the values of Stormont Vail Health. Resolves inquiries and requests from customers in a prompt, accurate, methodical, and courteous manner.
Education Qualifications
High School Diploma / GED Required
Experience Qualifications
1 year Laboratory or healthcare experience Preferred
Skills and Abilities
Must possess excellent customer service skills. (Required proficiency)
Talking to others to convey information effectively. (Required proficiency)
Knowledge and use of medical terminology (Preferred proficiency)
Ability to utilize health information technology and common office computer applications. (Preferred proficiency)
What you will do
Skillfully and professionally communicates by telephone or written communication with physicians, hospital and clinic employees, and other individuals who have business with departmental employees or pathologists. Provides professional telephone customer service to internal and external customers.
Contacts outpatients for recollects at direction of physician and nursing staff. Provides scripted information for patients regarding SV laboratory locations, specimen drop off and patient preparation for testing.
Receive, interpret, and process telephone and verbal orders from physicians, physician office personnel, and nursing staff. Enter phone or verbal order into the scheduling computer system.
Obtains test results for customers. Answers questions regarding status of testing and availability of results.
Phones customers or caregivers to obtain additional test information or missing information on lab requisition as requested.
Coordinate special test requests with the appropriate laboratory section and/or clinical pathologist.
Reports to Lab Leadership any unresolved problems or instances of customer dissatisfaction.
Monitors Failed and Successful Fax Log and resolves any problems.
Works effectively with laboratory staff to resolve any specimen or patient problems, i.e., misspelled patient names, DOB, insurance information, missing specimens, incorrect test orders, missing diagnosis codes, etc.
Assists in reordering, canceling or adding on tests when requested. Performs monitoring and auditing activities of laboratory ordering for compliance purposes at direction of laboratory management.
Assists in training new personnel in customer support procedures. Instruct other employees on procedures as directed by department leadership.
Required for All Jobs
Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
Performs other duties as assigned
Patient Facing Options
Position is Not Patient Facing
Remote Work Guidelines
Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
Stable access to electricity and a minimum of 25mb upload and internet speed.
Dedicate full attention to the job duties and communication with others during working hours.
Adhere to break and attendance schedules agreed upon with supervisor.
Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.
Remote Work Capability
On-Site; No Remote
Scope
No Supervisory Responsibility
No Budget Responsibility
Physical Demands
Eye/Hand/Foot Coordination: Continuously greater than 5 hours
Grasping (Fine Motor): Occasionally 1-3 Hours
Grasping (Gross Hand): Occasionally 1-3 Hours
Handling: Occasionally 1-3 Hours
Hearing: Continuously greater than 5 hours
Sitting: Frequently 3-5 Hours
Standing: Occasionally 1-3 Hours
Talking: Continuously greater than 5 hours
Walking: Occasionally 1-3 Hours
Working Conditions
Infectious Diseases: Rarely less than 1 hour
Noise/Sounds: Rarely less than 1 hour
Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour
Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.
Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.
Skills Required
- High School Diploma or GED
- Excellent customer service skills
- Effective verbal communication (talking to convey information)
- 1 year laboratory or healthcare experience
- Knowledge and use of medical terminology
- Ability to utilize health information technology and common office computer applications
What We Do
Stormont Vail Health is a nonprofit integrated health care system that provides compassionate, high-quality, and efficient integrated care to the community in northeast Kansas.
