RESPONSIBILITIES

• Respond promptly to new account inquiries and accurately enter information into designated systems (LIS, LabDaq, LabNexus, Phlebio, Sugar, Freshdesk, Clinic, NPI).
• Take ownership of all inquiries, utilizing available resources to provide timely resolutions.
• Maintain thorough knowledge of internal systems, processes, and workflows related to the collection and processing of patient lab samples.
• Maintain and update the critical call list.
• Handle STAT call intake with urgency and accuracy.
• Assist other departments (Laboratory, Sales, Corporate) with various tasks as needed.
• Perform daily administrative reporting tasks and assist with internal projects as assigned.
• Perform other client services duties as assigned by the manager.

• Ensure all orders are properly dispatched, completed, and processed in accordance with policies and procedures.
• Review, organize, and distribute orders based on coverage areas, effectively utilizing on-duty phlebotomists.
• Track and follow up on all assignments dispatched during the shift.
• Collaborate with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
• Document issues that occur throughout the shift and escalate as necessary.
• Investigate and troubleshoot unexpected problems, providing immediate resolution when possible.
• Communicate customer concerns or potential issues to the sales team and phlebotomy managers with recommendations for resolution.
• Serve as a friendly, helpful, and knowledgeable representative of PHS laboratory services.
• Perform other dispatcher duties as assigned by the manager.

REQUIREMENTS

• High School diploma or equivalent required.
• Minimum 1 year of experience as a laboratory dispatcher.
• Minimum 1 year of customer service experience preferred.
• Strong ability to analyze customer and technician locations to optimize routing and meet service-level commitments.
• Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Ability to handle high volumes of telephone calls and coordinate with multiple departments.
• Positive attitude, strong work ethic, and ability to independently resolve problems.
• Proven ability to communicate professionally via phone, email, and written documentation.
• Proficiency in Microsoft Office Suite and ability to learn new systems quickly.
• Ability to work independently with minimal supervision.

PHYSICAL/MENTAL REQUIREMENTS

• Ability to sit for extended periods and work on a computer and phone for most of the shift.
• Maintain focus, accuracy, and attention to detail in a fast-paced environment.
• Effectively manage competing priorities and adapt to changing demands.
• Remain professional and composed when handling high call volumes, time-sensitive requests, or challenging situations.
• Occasionally lift up to 20 pounds (e.g., office supplies or documents).