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Job Title: Laboratory Client Services Specialist
Department: Client Services
Location: Hybrid - Remote & at Riedman Campus | 100 Kings Highway S. Rochester, NY 14617
Hours Per Week: 40
Schedule: Monday - Friday, 8-hour shifts, 7:00a - 3:30p, weekend rotation
SUMMARY
The Laboratory Client Services Specialist provides support to and assists the client services technologists with the responsibility of receiving client services requests and complaints and then channeling these requests/complaints to the proper area of the Clinical Laboratory. This person will quickly and accurately identify and assess customer issues and resolve issues in real time, i.e. answer result inquires and requests for supplies. Independent judgment necessary.
RESPONSIBILITIES:

• Handles communication with clients and customers paying special attention to customer service standards taught by establishing rapport relating to the customer in a polite, positive and courteous manner.
  
• Responsible for follow-up work needed for resolving and closing issues.
  
• Answers telephone inquiries for results, accesses LIS, and provides the results in a timely and accurate professional manner.
  
• Accepts telephone requests for specimen containers, forms, supplies, etc.; routes requests to proper party for filling.
  
• Assists in coordinating stat request pickups by stat couriers as needed.
  
• May assist with problem requisition resolution as directed by the Supervisor. Calls offices for clarification of tests or notification of misdraws, recalling the patient when appropriate and assuring the proper paperwork will be awaiting the patient upon their return to the PSCs.
  
• Initiates "call reports" for the appropriate departments for education and to prevent repeat errors. Submits appropriate errors to Dr. Quality program by instigating an event report for further follow up.
  Clerical Duties
  
• Assists with filing of requisitions, separating reports and scanning documents into imaging system Calling or faxing and documenting call activities for all protimes, and positive throat, wound, and STD cultures and other results as requested.
  
• Maintains proficiency in all technical applications (system knowledge).
  
• Additional Duties and Responsibilities as requested by Supervisor or Sr. Manager.
  
• Complies with current department and hospital policies and procedures.
  

PREFERRED QUALIFICATIONS:

• AAS in a related Science with one-year relevant lab experience preferred OR a HS degree with 4-6 years previous clinical lab experience with increasing relevant customer service experience preferred
  
• Excellent data entry and computer skills necessary
  
• Knowledge of LIS and equivalent relevant lab experience considered
  

EDUCATION:
LICENSES / CERTIFICATIONS:
PHYSICAL REQUIREMENTS:
M - Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects; Requires frequent walking, standing or squatting.
For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.
Any physical requirements reported by a prospective employee and/or employee's physician or delegate will be considered for accommodations.
PAY RANGE:
$19.00 - $25.50
CITY:
Rochester
POSTAL CODE:
14617
The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.
Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.