Client Services Representative 1

The purpose of this position is to provide technical support for patient care activities in the laboratory by performing client services functions such as receiving and making telephone calls ordering tests resulting tests billing functions and paperwork filing. The person filling this position will be of professional demeanor and perform their duties with an attitude which will best serve the clients of the department OHSU and outside the organization.

Performs client services duties

• Answers multi-line telephone and provides a pleasant and professional telephone manner as frontline representative of the laboratory
• Assists needs of callers in all aspects of laboratory operations
• Transfers or refers calls or confers with other areas of lab or hospital as needed
• Follows up on all client questions and problems within the same working day
• Monitors reports to ensure reconciliation of test orders and send-outs
• Identifies resolves and actively participates in resolving service issues.
• Performs other client services duties such as: phoning abnormal and critical results generating and faxing reports reporting results for interpretive tests mailing outpatient and doctor reports providing pricing and price lists etc.
• Scans reports results and maintains paper and electronic document systems to allow easy retrieval of paperwork
• Performs troubleshooting for referred tests such as ARUP Exception Handling and monitoring overdue specimen reports
• Orders tests from outside locations that are faxed or brought by patients to the lab in Epic

Test resulting functions

• Accurately enters results of referred tests into the lab computer
• Reviews and verifies results files reports maintains orderly paper information system
• Retrieves results from electronic referral lab websites and portals for entry into LIS

Billing and reporting functions

• Using Hospital Information System checks for previous patient information obtains and enters current insurance information interfaces with patient accounts office as necessary
• Corrects billing errors for all departments using Beaker reports
• Bills tests using established procedures
• Monitors test receipt ensures tests are sent to the appropriate referral lab and ensures test information is filtered to the appropriate individuals.
• Cancels and credits tests as necessary or forwards to LIS billing specialist for crediting

Trains new employees

Other duties

• Assists with miscellaneous tasks as requested such as organization of electronic filing system maintaining inventory special projects etc.
• Reports potential compliance problems using the reporting processes as outlined in the Code of Conduct
• Completes competency exercises annual review of policy & procedure manuals and safety review
• Attends and participates in training programs and staff meetings
• Ability to work independently within established guidelines to adjust to rapidly changing priorities to communicate and work effectively within a group
• Performs requirements for Staff Members as outlined in Compliance Roles and Responsibilities in OHSU Hospitals and Clinics and understands and complies with the Code of Conduct OHSU and departmental policies and procedures and other applicable procedures rules and regulations.
• Communicates and works effectively as part of a team and interacts with a variety of clients including doctors nurses laboratory staff and patients maintaining a customer service focus at all times
• Carries out job responsibilities ethically professionally and with personal integrity and functions as part of the team exhibiting excellent communication teamwork and customer service skills.

• Associates Degree and 2 years experience in a customer service role and familiarity with medical terminology;OR
• 4 years experience in a customer service role and familiarity with medical terminology;
• AND
• 1 year clinical or research lab experience.

• Bachelors degree
• Training or experience demonstrating the
• knowledge of basic laboratory techniques;
• knowledge of laboratory terminology equipment and materials;
• familiarity with medical terminology;
• knowledge of basic math and ability to follow formulas accurately;
• ability to keep accurate records in conformance with
• laboratory procedures;
• ability to follow written and verbal procedures (instructions);
• has demonstrated exceptional customer service and telephone communication skills
• Training or experience demonstrating proficiency with healthcare/lab information systems.

• Positions in the laboratory and environs may require working flexible schedules including nights weekends and holidays; working at multiple laboratory or hospital sites; traveling between laboratories and sites by stairs elevator tram shuttle or other means; exposure to blood and body fluids chemical hazards radiation; working in a somewhat noisy and crowded environment; wearing gloves and other Personal Protective Equipment for long periods of time; experiencing occasional temperature fluctuations in building. Lab Client Services positions have been optimized to accommodate partial telecommuting.

• Positions in laboratory departments require the ability to carry and lift up to 30 lbs.; ability to stand or sit for 4-8 hours depending on the tasks assigned; ability to bend reach and carry as required for assigned tasks; ability to utilize simple and complicated laboratory equipment and computers; ability to utilize multi-line phones pagers dictation equipment and office equipment.