Job Information
Mohawk Valley Health System Client Support Rep - Full Time - Days in UTICA, New York
Client Support Rep - Full Time - Days
Department: CLINICAL LABORATORY
Job Summary
Under the direction of the Director of Laboratory Services and Laboratory Administration. Responsible for providing high-quality service to hospital clients, physicians and staff in a high-stress environment. Coordinates responsibilities for the hospital laboratory customer service unit. Works cooperatively with a wide variety of customers, vendors, and internal staff, including patients, laboratory technicians, phlebotomy and billing staff, as well as other section supervisors within the laboratory department. Provides oversight, training and work assignments for call center and specimen transport employees. Coordinates daily operations of the Call Center and Specimen Transport departments.
Core Job Responsibilities
Acts as a laboratory receptionist: Greets patients and visitors, answers telephone, places calls, relays messages, and give pre-test information to patients. Ensures that there is adequate supplies for the printers in the office and arranges service or maintenance from vendor or Information Technology, as needed.
The client support representative is expected to handle approximately 50 to 100 calls a day with the ability to service callers with minimal transfers. Ensures that all phone calls are answered and dealt with promptly and handles dispatch for courier services.
Assist with nursing home registration and test ordering by obtaining patient demographics and insurance information. Schedules phlebotomist(s) to do home draws on a daily basis.
Collaborates with the Outreach Supervisor and Outreach Manager when new business is added to ensure that all keys for lockboxes are added to the key sets for laboratory fleet vehicles, that MVHS/SEMC Lockboxes have logo stickers and appropriate biohazard stickers on them, and maintains open communication with the new business site and outreach supervisor/manager.
Assigns and prioritizes courier routes and logs information in the dispatch log with the exception to not miss more than 3 pickup requests per year. The client support representative is help accountable for ensuring that all documentation from dispatch log and courier staff on pickup slips is complete and filled out accurately.
Prepares and packages and schedules deliveries of requested collection supplies by laboratory clients. Maintains an inventory control of supplies and documentation of request filled. Is responsible for ordering and maintaining the inventory for client service for with multiple vendors and departments. Ensures no supplies is expired.
The client support representative is expected to have adequate knowledge on test/specimen requirements to better understand turnaround times and STAT pickup urgency requests and knowledge of testing equipment/collection supplies to know what items offices are requesting with asking for supplies or have questions regarding supplies when they are received.
Education/Experience Requirements
Required:
High School Graduate
Word, Excel
Customer service experience.
Preferred:
- Clinical laboratory experience
Licensure/Certification Requirements
Required:
- Valid and Current NYS Driver's License
Disclaimer
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Job Details
Req Id 92139
Department CLINICAL LABORATORY
Shift Days
Shift Hours Worked 8.50
FTE 1
Work Schedule HRLY NON-UNION
Employee Status A1 - Full-Time
Union Non-Union
Pay Range $17.00-$22.00 Hourly
