Qureos Mentor

HNL Lab Medicine

<div>Work Schedule:
This position typically works M-F 1330-2200 Variable Days, Every Other Weekend, and Holiday Rotation
The primary focus of the Customer Care Representative is to provide clear, effective, and seamless communication regarding laboratory inquiries to our valued clients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:<ul><li>
Possesses a sense of urgency while providing clear, friendly, caring, and professional communication in all verbal and electronic contact with clients showing a commitment to customer satisfaction.</li><li>
Excels in the ability to multitask in a fast-paced environment, including but not limited to, managing two desktops while handling customer inquiries via phone, email, fax, and other electronic communication in a timely manner to effectively provide an elevated level of customer satisfaction.</li><li>
Makes outgoing calls to notify clients, including but not limited to; STAT, critical, and/or client requested results within their expected turnaround time.</li><li>
Takes incoming calls to respond to inquiries including but not limited to; specimen requirements, test results, patient billing, statement inquiries, dispatch requests, IT Help and testing schedules.</li><li>
Maintains up-to-date knowledge and adheres to the department Standard Operating Procedures (SOPs). Understands and abides by patient confidentiality regulations.</li><li>
Performs data processing, sorts/distributes mail, prints reports, handles requisitions, and files data to include verification of patient demographics and billing information in the financial system.</li><li>
Receives and makes an average of 10-12 calls (minimum) per hour.</li><li>
Documents all communication accurately within designated platform with Customer Service.</li><li>
Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Call Back, CoPath, and all systems within Customer Service.</li><li>
Cross trains in all functions within Customer Service in performing job duties as required. Accepts additional responsibilities as needed. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues of the oncoming shift. Provides flexibility in schedule to accommodate department workflow.</li><li>
Actively participates in department and group huddle discussions. Participates in the Continuous System Improvement (CSI) and continuing education programs.</li><li>
Assists with training and cross training of co-workers and/or new employees.</li><li>
Completes any/all tasks delegated by management.</li></ul><h1 class="jobSectionHeader">
QUALIFICATIONS:</h1>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
High school diploma or GED. Call center and/or clinical experience preferred.
Language Ability:
Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable. Must be able to read, write, and speak the English language. Must have patience, tact, cheerful disposition, and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.
Communication Ability:
Must demonstrate and foster positive attitude with patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, and upset clients.
Math Ability:
Ability to add, subtract, multiple, and divide. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability:
Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. Ability to work under stress.
Computer Skills:
Microsoft Office products, processing, spreadsheets, e-mail, designated laboratory, and customer service software.
Certificates and Licenses:
No certification/licenses needed
HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.
Address:
794 Roble Rd
Primary Location:
HNL- Roble
Position Type:
Onsite
Department:
1046-00012 Customer Care</div>

Customer Care Representative

<div>Work Schedule:
rt 87/115 - 0830-1630 M-F, 1200-2000 Sat - T, Th, F; M, T, Sat repeat
Transports mail, supplies, and clinical lab specimens to and from HNL Lab Medicine accounts. Pickup and deliveries are made in a timely and efficient manner. Safely operates a motor vehicle while on duty, observing all applicable rules and regulations. Promotes and has a positive professional image. Utilizes effective communication skills in interpersonal interactions with customers, patients and families, physicians, and fellow employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:<ul><li>
Transports supplies, mail, and clinical lab specimens to and from designated locations according to established policies and procedures.</li><li>
Coordinates activities and assignments with dispatcher. Notifies Manager or designee of any issues that may affect daily schedule.</li><li>
Verifies daily pickups and deliveries according to established policies and procedures.
</li><li>Operates the vehicle in a safe manner and always wears a seatbelt. Alerts leadership team of any issues that may impair vehicle performance.</li><li>
Performs duties independently with little direct supervision, offering to provide additional help when needed.</li><li>
Experienced couriers may occasionally assist with training/orientation/and ride- along of new staff based on department needs.</li><li>
Maintains the integrity of HNL Lab Medicine vehicles by sanitizing and vacuuming the interior regularly and taking the vehicle to a local dedicated car wash facility as needed.</li><li>
Operates all HNL Lab Medicine equipment and vehicles in a safe and sensible manner by following safety protocols and policies.</li><li>
Remains detail oriented to ensure effective service to clients and patients while maintaining specimen integrity while meeting required turnaround times.
</li><li>Utilizes hand-held devices, computers, tablets and different app and software programs. Adapts to the changes and upgrades of the logistics technology.
</li><li>Completes monthly driver safety modules as assigned by the department manager. All training modules and policy acknowledgements must be completed by the assigned due dates.
</li><li>Communicates effectively and professionally with management, clients, and co- workers. Discussions should always remain cordial, positive and solution based.</li></ul><h1 class="jobSectionHeader">
QUALIFICATIONS:</h1>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read and comprehend simple instructions in English. Ability to write simple correspondence in English. Ability to effectively present information to one- on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability:
Must possess and apply solid basic math skills including addition, subtraction, multiplication, and division.
Reasoning Ability:
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to read and comprehend road maps.
Computer Skills:
To perform this job successfully, an individual should have knowledge of E-mail and handheld computers (will train).
Certificates and Licenses:
A valid driver&rsquo;s license from the state that the employee resides. Acceptable Motor Vehicle Record (MVR) is required and monitored on a yearly basis.
HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.
Address:
794 Roble Rd
Primary Location:
HNL- Roble
Position Type:
Onsite
Department:
1046-00023 Logistical Support Services</div>

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HNL Lab Medicine

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Customer Care Representative

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