Stanford Health Care - Newark, CA
posted 24 days ago
Full-time - Entry Level
Newark, CA
501-1,000 employees
Hospitals
About the position
The Clinical Lab Customer Service Representative plays a vital role in the Anatomic Pathology and Clinical Laboratory team at Stanford Health Care. This position is responsible for providing exceptional customer service by answering inquiries, reporting critical patient results, and ensuring effective communication between healthcare professionals and patients. The representative will handle a variety of tasks including managing phone calls, documenting inquiries, and maintaining patient data confidentiality, all while adhering to established procedures and quality assurance processes.
Responsibilities
- Answer telephone calls promptly and provide approved information such as specimen status, collection/transport requirements, test results, normal ranges, and billing information.
- Document inquiries and follow up with information promptly if immediate answers cannot be provided.
- Route or direct telephone calls to appropriate areas, faculty, management, or staff.
- Interpret, report, and document all Critical Patient Results accurately and promptly to the ordering physician or RN.
- Assist RNs/MDs with specimen requirement/draw inquiries and add-on testing instructions over the phone.
- Ensure patient communication needs are met and follow-up occurs for all requests and questions.
- Document and organize patient test results reports in the department or as requested by the physician.
- Troubleshoot incorrect accessioning errors and notify management of any required corrections.
- Process monthly Human Leukocyte Antigen (HLA) billing kit.
- Schedule patient appointments and follow up with appointment reminders and instructions.
- Assist in updating and maintaining procedure manuals in the department.
Requirements
- Associates' degree from an accredited college or university or equivalent years of experience.
- Three (3) years of progressively responsible and directly related customer and/or laboratory work experience in a health care setting.
- Demonstrated familiarity, knowledge, and understanding of medical terminology.
- Ability to establish positive, customer-oriented working relationships with a variety of professionals and clients.
- Ability to organize, prioritize, multi-task, and adapt to changing priorities.
- Ability to maintain sensitive patient data with care and confidentiality.
- Polished telephone etiquette and effective communication skills.
- Ability to type 60 wpm.
- Ability to learn new procedures and adapt to technological changes in the laboratory.
- Demonstrated problem-solving skills and analytical ability.
Nice-to-haves
- Experience with electronic medical record systems.
- Knowledge of laboratory procedures and protocols.
Benefits
- Competitive hourly wage ranging from $34.06 to $38.33.
- Full-time employment with a stable work schedule.
- Opportunities for professional development and training.
