Customer Care Reporting Specialist

JOB PURPOSE

The Customer Care Reporting Specialist key objectives are to ensure accurate and timely processing and communication of laboratory test results managing reporting workflows and resolving exceptions that may impact turnaround time or data integrity. This role serves as a key liaison between internal laboratory teams and external clients ensuring a high level of service responsiveness and operational efficiency.

ESSENTIAL RESPONSIBILITIES

Monitor daily reporting queues to ensure timely processing and release of laboratory results

Verify completeness and accuracy of reports prior to distribution

Coordinate with internal pathologists to resolve missing or incomplete scoresheets

Track and communicate turn-around time and report status updates to clients and stakeholders

Follow up and resolve report hold cases to keep turn-around-time within expected calendar days

Responsible for faxing and emailing patient reports in a timely manner

Identify investigate and resolve reporting exceptions (e.g. additional specimen request data discrepancies delayed results)

Communicate QNS cases to clients/sales prior to releasing QNS reports

Request additional material for cases that present insufficient tumor

Document all exceptions and resolutions in internal systems

Filing as required

Maintain strong relationships with clients through responsive and solution-oriented communication

Maintain an organized work area

May require occasional overtime based on workload or reporting deadlines

EXPERIENCE AND QUALIFICATIONS

Lab experience preferred

Associates/Bachelors degree a plus

Working knowledge of MS Office

Excellent typing and data entry skills

High level of accuracy and attention to detail

Work cross-functionally with accessioning customer care laboratory staff logistics sales/marketing and management teams

Ability to adapt to changing procedures policies and work priorities

Ability to manage time-sensitive tasks in a fast-paced team environment

Ability to communicate effectively and follow written and verbal instructions