As the largest not-for-profit health care system serving Michigan, we offer a world of opportunity within our expansive system. We have more nationally ranked hospitals than any other health system in the state, including six that are Magnet®-recognized. In total, Beaumont has eight hospitals and 155 outpatient sites that provide diverse practice settings located in communities throughout southeastern Michigan and the greater Detroit metropolitan area.

GENERAL SUMMARY:

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

ESSENTIAL DUTIES:

1. Answer incoming calls, gathering and documenting appropriate customer information.

2. Communicate customer needs to the appropriate lab department or team for resolution and action.

3. Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information. Appropriately activate, convert and discharge visits on one contact. Register appropriately following the Corporate Registration Process.

4. Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.

5. Provide information to customers regarding patient test results and status of test results.

6. Call critical and stat laboratory results and document communication in appropriate system.

7. Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.

8. Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.

9. Relay information and requests to customers in the form of patient reports, requisitions and faxes.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

STANDARD QUALIFICATIONS

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 duties.

A. Education / Training:

• High school diploma or equivalent required.

B. Work Experience:

• 1 year experience required

• Microsoft/Windows experience, type 30 wpm.

C. Certification, Licensure, Registration:

• None required.

D. Other Qualifications:

• Position requires excellent organizational, communication and customer service skills.

• Must be detail oriented.

• Must be able to handle multiple tasks concurrently; experience with multi-line communication systems and simultaneous use of multiple computer applications.

• Medical terminology and laboratory information systems experience preferred.

• Lab Customer Service Rep II must be able to work independently in a fast-paced business environment utilizing multiple systems (Soft Lab, Sunquest, Copath, Imaging, etc…) to fact find and problem solve while maintaining a cheerful demeanor.

• Special temperament needed to handle frustrated/upset customers and patients.

WORKING CONDITIONS:

A. Physical Effort:

• Strength: Position requires incumbent to occasionally perform physical activities requiring ability to push/pull, lift objects of up to 25 pounds.

• Manual Dexterity: Positions require incumbent to constantly perform simple motor skills such as walking, standing, constantly perform difficult manipulative skills such as repetitive arm use, and constantly perform difficult manipulative skills such as preparation of specimens for analysis and operation of laboratory equipment.

• Coordination: Position requires incumbent to constantly perform gross body coordination such as walking and standing. Constantly performing tasks, which require eye-hand coordination such as analysis of specimens, and constantly performing tasks, which require arm-hand steadiness such as cleaning, calibration & operation of instrumentation and equipment.

• Mobility: Position requires incumbent to constantly perform mobility skills such as walking and standing, sitting or standing for prolonged periods; and remain in uncomfortable positions for prolonged periods. Frequently perform stooping along with performing manual dexterity and coordination functions.

• Visual Discrimination: Position requires incumbent to constantly see objects far away as in locating exits, see objects closely as in reading thermometers, product labels and instrument readouts.

• Hearing: Position requires incumbent to constantly hear normal sounds such as equipment operating and being able to hear pages, telephone conversations, etc. Distinguish sound as in responding to timers and/or audible alarms.

• Concentration: Position requires incumbent to constantly be able to concentrate on fine details with constant amount of interruptions.

• Attention Span: Position requires incumbent to attend to task/functions constantly for periods up to 60 minutes in length and to frequently attend to task/functions for periods exceeding 60 minutes in length.

• Conceptualization: Position requires incumbent to constantly be able to understand and relate to specific ideas, concepts, and theories.

• Memory: Position requires incumbent to constantly remember tasks and/or assignment given to self and others over both short- and long-term periods of time such as schedule of work, job assignments, etc.

B. Work Environment:

• Works in a laboratory and is exposed to a variety of reagents, toxins, fumes, odors and infections agents.

• Potential risk of an exposure to hazardous medications or waste materials of hazardous medications.

Beaumont offers a comprehensive benefits package to meet your financial, health and life-work balance goals.

• NEW On-demand pay program – powered by Payactiv
• Generous paid time off, holidays and flexible scheduling
• Our employees receive special discounts on a wide range of products and services
• Exceptional health, dental, vision and prescription drug insurance plans

This is where extraordinary begins. Find out where it can take you and your career. Apply Now!

• Beaumont Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.