Problem Resolution Client Service Representative

The Problem Resolution Client Services Rep reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

The Problem Resolution Client Services Rep position is responsible for successfully and efficiently resolving problems that enter the lab in terms of lab orders or lab specimens. The Problem Resolution team member is responsible for contacting accounts regarding issues such as missing specimens, collection errors, order clarifications, and patient mis-identification correction. The Problem Resolution team member is in contact with our sales and service teams regarding accounts either via email or telephone. The team member is also responsible for calling accounts that appear on the collection scheduled list. This is to follow up with open orders so that orders can be canceled or added on to existing specimens. They will participate in laboratory process improvements by keeping track of trends i.e. reasons for cancellations that could be prevented in the future with process improvements. The Problem File team member works in concert with other Client Service employees, departments of the laboratory, sales and service, and our HealthLab accounts to ensure that problem resolution is reached in a timely fashion.

Responsibilities:

• Provide a high level of customer service both internally and externally. Handling sensitive client accounts first and contacting sales and service with any issues within these accounts.
• Timely notifying accounts that the incorrect specimen was sent, by either notifying them of a cancellation or finding an alternative test with the consent of the physician.
• Notifying accounts of any missing specimens, whether the lab did not receive the specimen or if the specimen was lost during the processing procedures.
• Launching investigations for missing specimens including appropriate laboratory staff.
• Notifying accounts of mis-identified specimens and addressing this issue using a minor change form or by beginning the deviation process.
• Investigating temperature storage problems by either finding an alternative laboratory or cancelling the order tests.
• Addressing any notifications from reference labs. If tests are to be canceled, missing information, or collection issues by contacting accounts, finding alternative testing elsewhere with any remaining specimen, or obtaining missing information for the reference lab.
• Handle all cancellations due to lab/courier error. Notifying involved departments and requesting an investigation into the cancellation reason.
• Be in constant contact with the Sales and Service team, by keeping the team apprised of any issues or problem trends with a specific account.
• Aid the Sales and Service team with any issues they need addressed or answering questions.
• Act as the main point of contact for the teams.
• Maintain the collection schedule list by investigating all open patient orders.
• Actively involved in laboratory process improvement.

AA/EOE.

Required:

• At least 1.5 years of experience with HealthLab or related experience.
• General understanding of all HealthLab and main lab operations.
• Excellent oral and written communication skills.
• High School Diploma or equivalent.

Preferred:

• Lab operations knowledge