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Wisconsin Diagnostic Laboratories · 4 months ago

CLIENT SERVICES REPRESENTATIVE II OR III, WDL; PART TIME - 2ND SHIFT

Milwaukee, WI

Part-time

Onsite

Mid Level

Wisconsin Diagnostic Laboratories (WDL) is a subsidiary of The Froedtert & the Medical College of Wisconsin regional health network, dedicated to patient care and innovative laboratory services. The Client Services Representative II or III role involves providing accurate information to customers, resolving technical issues, and ensuring smooth communication between clients and laboratory services.

Health CareMedical

Responsibilities

When assigned to PHONES assignment, answers a minimum average of 80 calls per 8 hours shift when calls are available. (Average to be determined over a minimum of 20 working days.) Individual performance will be matched against peer group to determine level of performance, particularly on shifts in which call volume is lower and during peak call volume times of day

Average number of calls/8 hours shift > 90 = Exceeds Expectations

Average number of calls/8 hours shift > 100 = Exceptional

Efficiently monitors “Call Back” computer module regarding critical values, corrected values, and patient call-back orders; telephoning clients with results as they appear in the queue. Completes call back entries according to procedure. Monitors STATS according to department procedure. Completes ADDR (Additional Documentation Requested) report with proper documentation and format for each entry

Accurately verifies and corrects discrepancies between lab requisitions and the Cerner Computer patient information system for order entry changes and patient registration updates pertaining to billing, medical record numbers, patient numbers, etc., alerting Client Service Representatives III or Manager of discrepancies for verification and correction

Efficiently works the CSHOLD list, clearly communicating the problem to the client. Handles delicate issues with tact and professionalism. Works to educate the client when errors occur. Thoroughly documents the resolution and completes any required paperwork. Works with other laboratory sections to ensure timely resolution

Effectively resolves EPIC related issues involving the release of orders, walk-in appointments, and associating of accounts. Communicates to appropriate clinic managers and super-users for efficient problem resolution

Consistently takes action to make simple corrections when equipment malfunctions or notifies supervisor on a timely basis if unable to make the correction

Prepares and retrieves specimen samples as necessary or appropriate for skill base. Notifies receiving department of add-on requests according to protocol. Uses Weber to accurately communicate specimen collection and handling requirements

Within the expected timeframe of the same or next day, accurately investigates and documents incidents, errors on Client Concerns forms, including all pertinent supporting documentation and promptly submits them to manager or designee. Clearly communicates the status of an incident to a manager for further follow up. Assists with investigation & documentation of Midas reports

Accurately sorts, files, and stores Laboratory Request forms, reference lab results, and PHI for all clients. Abides by HIPAA regulations for the disclosure of test results and ensures that all fax transmissions are completed according to established protocol. Investigates and satisfactorily resolves all fax failures. Accurately routes incoming faxes to appropriate lab department (LTC, billing, compliance, etc.)

On weekends and other applicable weekday times, utilizes VCR for STAT and will call requests; faxes and tubes “Add-On” forms to clients

Efficiently performs operations room functions, including maintaining paper supply at sufficient levels and performing simple printer maintenance. Completes operations room maintenance and documents appropriately. Operates copy machines, facsimile machines, and other office equipment as required

Participates in and successfully completes all competency assessments/challenges specific to this position. Records documentation, and other documentation substantiating competency and/or improvement plans maintained by the specific department

Actively participates in training as needed

Qualification

Medical Laboratory ScienceASCP CertificationCustomer Service SkillsClinical Laboratory ExperienceProfessional LanguageClear Communication

Required

Bachelor's degree in Medical Laboratory Science (Formerly Clinical Laboratory Science or Medical Technology) for CSR III

ASCP or AMT certification within 12 months of date of hire or date of promotion into certification eligible position for CSR III

Demonstrated excellent customer service skills with clients, including physicians and staff for both CSR II and CSR III

Associate degree in Laboratory Science, i.e., Medical Laboratory Technician with ASCP or AMT Certification within one year of date of hire and must be maintained for CSR II

Bachelor's degree in a science field such as Applied Science, Biology, Chemistry, Microbiology, etc. for CSR II

Associate degree (non-MLT) and successful work experience of minimum of six months (1,040 hours) in a healthcare environment, preferably in a clinical laboratory for CSR II

Benefits

Paid Time Off

Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities

Academic Partnership with the Medical College of Wisconsin

Referral bonuses

Retirement plan - 401K

Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics

Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available