Client Services Tech
STDOM SDH Client Service Technician
Provides clerical and customer satisfaction services in the Clinical Laboratory. Performs accurate client registrations, insurance verification, accurately orders tests from requisitions, faxes reports, takes messages, handles problem requisitions, takes calls from clients and helps handle problems. Reports to the Laboratory Client Services Operations Supervisor.
High school diploma or equivalent preferred.
Minimum Work Experience
Secretarial and customer service experience, preferably in healthcare.
Answering telephones and inputting data into computer system.Machine skills include: fax, personal computer, photocopier, scanner, and laboratory information system.Ability to type 45 words per minute.Professional customer focused attitude.Willingness to help others.
- Provides a positive and professional representation of the organization.
- Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
- Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.
- Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.
- Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations.
- Participates in ongoing quality improvement activities.
- Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.
- Complies with organizational and regulatory policies for handling confidential patient information.
- Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Vision, Mission, and Values of the organization.
- Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements, and TJC standards and/or standards from other accrediting bodies.
Performs according to established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards and performs duties in hospital, fire, safety and disaster plans. Adheres to all safety practices including wearing gloves, and personal protective equipment as required without being reminded or instructed.Must be able to type at least 45 words per minute accurately. After training, must be able to accurately perform 12 non-problem registrations/orders per hour. Must learn multiple registration systems used in the laboratory supporting outpatient and outreach patients. Must be able to send Cerner charts either by fax or through chart runs. May have to sort charts for mailing and/or hand delivery for clients. Must be able to look up specimens requirements for reference laboratories to answer client questions. Answers the telephone, takes messages, and directs calls as needed. Must pass registration class and pass competency test to proceed with position.Must take verbal orders for add-ons, and fill out proper paper work to ensure compliance with accrediting agencies.Informs Medicare patients regarding financial responsibility for specified tests determined not medically necessary and required signature for Advanced Beneficiary Notice.Maintains folders to ensure good customer care for patients with standing orders.Strong skills required in human relations, team building, and written and verbal communications.Answers telephone using proper customer service requirements. Answers in proper and courteous manner, identifying oneself. Messages are complete and accurate, transfers calls only when necessary. Follows all customer service requirements mandated by hospital.Critical thinking skills required to prioritizes work so that STAT specimens and time critical tests are processed quickly and efficiently.Must have problem solving skills in order to recognize problem requisitions, and be able to work through issues with registrations. Organizational skills required to process clients and accurately register patients with exceptions.Assists with care and maintenance of department equipment and supplies.Schedule may include weekends and off shift hours.Duties may include registration of outpatients, and PA patients.Ability to staff/cover position at front window to Lab.Is able to coordinate with the phlebotomy department in assuring that patients are processed quickly. Greets patients, their families and other customers according to customer satisfaction standards; handles inquiries about laboratory functions.Must be able to perform runs to pick up specimens and deliver reports to clients in the Medical Towers.May have to act as liaison with client offices to solve problems.Participates in educational programs and in-service meetings. Completes all assigned training within required time frame. Attends meetings as required.Resolves routine product or service complaints as needed.Assists with all clerical functions as required.Performs other duties as assigned or requested not to exclude housekeeping duties as necessary. Continuously promotes and complies with all regulations concerning avoidance of fraud, abuse, and waste. Reports any evidence of suspected noncompliance to supervisor.Maintains competency and knowledge of placement of each specimen in the laboratory as it relates to blood bank, core laboratory, cytology, pathology, and reference laboratory.Client Services Technician must become familiar with specimen tube color/and associated test and be able to communicate accurate information to all affected areas to meet the needs of the clients.Must be familiar with routing slips in the majority of St. Dominic’s outlining departments. Must have key knowledge of processes and flows i.e. Employee Health, Pre-Admit, Admissions and, ensuring patients are routed and processed efficiently through the outpatient laboratory.Maintains competency and knowledge of specimen stability for all specimens processed by St. Dominic’s laboratoryMust process specimens efficiently and accurately to ensure reasonable turnaround time.Client Services Technician must be able to pay close attention to detail when processing samples to ensure all tests are captured and ordered correctly.Must have the ability to process a high volume of specimens per shift (minimum of 250 per CST) and deliver specimens to the respected areas located throughout the laboratory.Must demonstrate competency of Outreach Lab computer system.
Prolonged periods of standing, walking, or sitting while on duty.Lifting, pushing, and pulling up to 10-15 pounds with or without assistance.Visual and auditory acuity and manual dexterity essential to performing designated duties required.Ability to perform effectively in a stressful and fast paced environment.Ability to pass all required health and other screening tests.Physical conditions are clean, neat and well lit. May be subjected to unpleasant sights and odors, stressful situations and hazardous or infectious agents where judgment as to precautions need to be taken is essential. Climate control and ambient temperature variances may be experienced. Exposure to limited amounts of hazardous chemicals or substances and infectious disease processes are a possibility. Hours of duty may be irregular or unexpectedly extended due to emergency circumstances.Direct contact with blood or other body fluids to which universal precautions apply. Personal protective equipment is made available and must be worn.