Referral Representative

Job Description

Job Summary:

• Handle all internal and external customer contact regarding Referral Testing.
• Receive, resolve and follow up with complex customer issues.
• Act as a liaison between internal and external customers and
  Referral vendors.

Duties and Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy. Identify problems with specimen types, missing
  information, incorrect temperature, quantity not sufficient, etc.
• Prepare specimens and packages for shipment ensuring they are prepared according to
  IATA regulations.
• Responsible for filing departmental documents.
• Handle all customer inquiries regarding reporting of results, service failures and other quality
  issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contact clients to resolve routine or medical/technical matters related to patient testing
  and result reporting using established protocols.
• Perform investigations and provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services, Customers and Sales by effectively answering questions and
  responding to concerns in a timely manner.
• Communicate all tests not performed [TNP’s] and lab accidents to clients within 24 hours of
  notification. Document thoroughly; elevate issues of concern to supervisor.
• Identify and escalate Reportable Quality incidents to supervisors.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work
  practice controls as directed by management.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required  Experience:

• Customer service and/or medical background preferred.
• Minimum one (1) to two (2) years clinical laboratory experience.

Physical Requirements:

• The normal performance of duties may require lifting and carrying objects.
• Objects 1 to 10
• Pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried.
• Occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50.
• Pounds are not to be lifted or carried without assistance.
• Ability to stand and work at the bench for long periods of time.
• Frequent walking and/or standing.

Required Knowledge:

• Basic understanding of the operations of Client Services and Specimen Processing.
• Thorough understanding of Referral Testing.
• Basic medical terminology applicable to clinical laboratory.

Required Skills:

• Must be detail-oriented, have the ability to work independently, establish work priorities and
  to handle several tasks simultaneously for maximum department efficiency.
• Demonstrate strong independent problem-solving skills.
• Interpersonal skills necessary to deal courteously and effectively with supervisors, coworkers and clients.
• Communication skills necessary to handle telephone inquiries from clients and vendors.
• Ability to deal with patient and client information in a confidential manner.
• Good data entry skills required.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.

Education Requirements:

• High School Diploma or equivalent – REQUIRED

Work Environment:

• Required to handle biological samples and potentially hazardous chemicals.