Lab Customer Service Representative

Variable weekends: 5-week rotation Saturday 5:30 p.m. - 9:30 p.m.

Job 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 Functions

• 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.

Qualifications

Required

• High School Diploma or equivalent

• 1 year of relevant experience
• Microsoft/ Windows experience type 30 wpm.

About Corewell Health

As a team member at Corewell Health you will play an essential role in delivering personalized health care to our patients members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators leaders and innovators that continue to build on one shared mission statement - to improve health instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

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

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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.