Lab Customer Svc Rep II - #1399554

Corewell Health Dearborn Hospital has proudly served residents across Southeast Michigan since 1953. With 632 beds, Corewell Health Dearborn Hospital is a major teaching and research hospital and home to five residency programs and a cardiology fellowship in partnership with Wayne State University School of Medicine. Corewell Health Dearborn Hospital is verified as a Level II trauma center and accredited by the Joint Commission as a primary stroke center. The hospital is also known for clinical excellence and innovation in the fields of orthopedics, neurosciences, women’s health, heart and vascular and cancer care.

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

• Answer incoming calls, gathering and documenting appropriate customer information.
• Communicate customer needs to the appropriate lab department or team for resolution and action.
• 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.
• Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.
• Provide information to customers regarding patient test results and status of test results.
• Call critical and stat laboratory results and document communication in appropriate system.
• Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.
• Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.
• 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.

• Education / Training:
• High school diploma or equivalent required.
• Work Experience:
• 1 year experience required
• Microsoft/Windows experience, type 30 wpm.
• Certification, Licensure, Registration:
• None required.
• 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.
  
  

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance, pet insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status
  
  

Primary Location

SITE - Healthcare Center Westland - 2001 South Merriman - Westland

Department Name

Lab - Customer Service Dearborn - CH East - South

Employment Type

Full time

Shift

Evening (United States of America)

Weekly Scheduled Hours

40

Hours of Work

1:30p-10:00p

Days Worked

Monday - Friday

Weekend Frequency

Every fourth weekend

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell 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.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.