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ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Laboratory Support Services Assistant

REPORTS TO POSITION: Laboratory Support Services Supervisor

DEPARTMENT: Laboratory

DATE LAST REVIEWED: July 2021

OUR VISION: Creating America's healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The laboratory departments provide many services to our multi-hospital organization and outreach community including: blood collection, processing, testing, and reporting of results, spanning all disciplines of laboratory medicine.

POSITION OVERVIEW: The Laboratory Support Services Assistant at St. Charles Health System provides support services for St. Charles Health System Laboratories.This position provides excellent customer service by: answering all incoming calls, providing information about specimen requirements, ordering tests, handling courier dispatch and monitoring standing and pending outpatient lab orders.The Assistant will assure clean lab claims are processed.This position does not directly manage any other caregivers, however may be asked to review and provide feedback on the work of other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Assists with the maintenance of chargeable codes and with identifying charging rules in the Laboratory Information Systems (LIS). Assists with new and revised test change requests.

Assists and coordinates with information services and the charge master team on all laboratory specific charge codes, pricing and charge master maintenance.

Supports the supervisor with updates to procedures, training and competencies.

Performs laboratory office functions (i.e., fax, telephone, distribute reports, data entry, etc.).

Provides voice to voice client services. Communicates priority results to providers, clients and patients assuring excellent patient care. Uses correct resources to find test information.

Assures proper documentation of tests billed from LIS for all patient types according to hospital policies. Monitors, prepares and maintains bills to SCHS laboratory clients and helps reconcile monthly invoices for services provided.

Reviews monthly reference lab invoices and submits for payment in a timely manner. Identifies issues and completes resolutions for discrepancies with charges or payments. Notifies lab management when appropriate.

Prioritize duties and performs accurate and timely completion of follow up tasks, and add-on tests according to urgency of need and type of tests ordered.Navigates through multiple complex computer systems to meet testing requirements and verify specimen integrity.

Properly dispatches and communicates with Laboratory couriers for all stat and routine requests.

Uses all systems and approved websites necessary to perform charge capture audits, specimen registrations, pre-billing edits, resolution for lab denials and simple visit coding. Troubleshoots identified issues. Makes corrections timely and according to policies assuring clean lab claims are submitted. Notifies patient financials and supervisor for unresolved issues when necessary to assure correct and timely billing.

Monitors, resolves and completes follow up tasks and work queues for result reporting errors, order issues and discrepancies, registration and charge exception issues. Documents and makes corrections according to procedures, notifies supervisor and IT when appropriate for unresolved system issues.

Manages data entry and resolution of lab errors. Maintains Access database. Creates and maintains files and graphs to monitor caregiver monthly performance with key indicators, reports findings in a timely manner to lab management according to procedure.

Understands and accurately quotes lab tests prices.Refers all requests for updated price lists to supervisor.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.

Supports the vision, mission and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High school diploma or GED.

Preferred: Bachelor's or Associate's degree or participation in college level science classes.

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

EXPERIENCE:

Required: Minimum one (1) year of customer service work experience.

Preferred: Two (2) years of experience in a laboratory setting. Experience with medical terminology, coding or insurance billing for medical services.

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Communication/Interpersonal

Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.

Strong teamwork and collaborative skills.

Ability to effectively reach consensus with a diverse population with differing needs.

Ability to manage facilitation and consensus building among health care professionals and agencies and achieve expected results.

Ability to work under pressure in a fast-paced environment.

Organizational

Ability to multi-task and work independently.

Attention to detail.

Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.

Strong analytical, problem solving and decision making skills.

Technical

Experience using multiline phones.

Moderate to advanced computer skills

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-25 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:

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