Lab Service Representative

Job Description

Job Summary:

• Helps to identify and meet the needs of laboratory customers.
• Corresponds by telephone to provide information and resolve problems related to test requests, submission requirements, and result status.
• Uses information systems to gather data and track client encounters.
• Depending on site-specific job duties, may perform specimen collection as a primary duty.
• Must demonstrate competency, reliability, productivity, and compassion on a sustained basis.

Duties and Responsibilities:

• Interacts with laboratory customers as a resource for test requests, submission and specimen requirements, supplies, results, and use of the Laboratory Information Systems.
• Demonstrates strong customer service focus by serving as a role model to laboratory staff in the areas of communication, teamwork, ownership, reliability, and sensitivity.
• Understands and uses service recovery concepts and tools.
• If applicable to the location, performs all Laboratory Assistant duties including specimen collection, with an acceptable level of competency.
• Following successful completion of competency testing may perform processing, testing, and reporting without direct supervision.
• Coordinates expedited handling of routine and special test requests, including specimen processing, transportation, and reporting.
• Trains employees, students, and/or laboratory customers, which may involve occasional visits to customer sites.
• Implements systems to track client encounters and ensure timely follow-up.
• Maintains and reports performance information on laboratory service standards.
• Coordinates expedited handling of special test requests, including arrangements for transportation and reporting.
• Complies with established departmental and institutional policies and procedures, objectives, quality assessment and improvement programs, safety, environmental, and infection control standards.
• Performs other related duties as assigned or requested.

Requirements:

• High school graduate.
• Requires two to three years of clinical laboratory experience with a working knowledge of specimen collection, handling, preparation and work flow.
• Must practice the customer service skills as provided through ongoing training an in-services.
• Knowledge about the care of the pediatric and adolescent patient.
• Previous home care experience.

Must meet or exceed core customer service responsibilities, srandards and behaviors as outlined in the Client Customer Service policy as summarized below:

• Communication.
• Understanding.
• Sensitivity.
• Teamwork.
• Ownership.
• Motivation.
• Excellence.
• Respect.

Must possess the following personal qualities:

• Self-direction.
• Flexibility and commitment to the team concept.
• Demonstrates teamwork, initiative and willingness to learn.
• Demonstrated knowledge and practice of effective customer service skills.
• Willing to instruct others.
• Open to new learning experiences.
• Demonstrate customer service values.

Schedule Hours Per Week: 40.00
Schedule Hours Per Day: 8.00
Schedule Days Per Week: 5.00