Referral Representative II

Responsibilities

• Retrieve, sort and process specimens for shipment to referral laboratories.
• Ensure sample quality and accuracy.
• Identifies problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
• Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
• Responsible for filing departmental documents.
• Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
• Advise Customers, Client Services and Sales of test delays.
• Perform investigations and provide resolution to complex Referral Testing issues.
• Research test availability using established protocol for selecting a referral vendor.
• Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
• Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification.
• Document thoroughly; elevate issues of concern to supervisor.
• Track and report metrics required for monitoring Referral Vendor effectiveness.
• Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test.
• Resolve interface exception logs and ensure exceptions are resolved in a timely manner.
• Issue revised reports as necessary in accordance with defined guidelines.
• Identify and escalate Reportable Quality incidents to supervisors.
• Troubleshoot referral issues and notify supervisor of potential problems.
• Assist in training Referral Assistant and Referral Rep I.
• Participate in special projects regarding Referral Testing.
• Maintain work area in a safe, functional and sanitary condition.
• Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements.
• Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
• Other duties as assigned.

Qualifications

Required Work Experience: Minimum three (3) to five (5) years clinical laboratory experience.

Preferred Work Experience: Customer service and/or medical background preferred.

Physical and Mental Requirements: The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance. Ability to stand and work at the bench for long periods of time. Frequent walking and/or standing.

Knowledge: Basic understanding of the operations of Client Services and Specimen Processing. Thorough understanding of Referral Testing. Basic medical terminology applicable to clinical laboratory.

Skills: Must be detail-oriented, have the ability to work independently, establish work priorities and handle several tasks simultaneously for maximum department efficiency. Demonstrate strong independent problem-solving skills to be able to handle complex and challenging issues. Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients. Communication skills necessary to handle telephone inquiries from clients and vendors. Ability to deal with patient and client information in a confidential manner. Good data entry skills required. Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.

Education: High School Diploma or Equivalent (Required)