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The Christ Hospital Health Network · 1 day ago

Clinical Laboratory Customer Service Specialist- Full time- Days

Cincinnati, OH

Full-time

Onsite

Entry Level

1+ years exp

The Christ Hospital Health Network is seeking a Clinical Laboratory Customer Service Specialist who will serve as the primary point of contact between the laboratory and its clients. The role involves ensuring prompt communication, assisting with test orders and results, resolving issues, and maintaining high standards of customer satisfaction.

Health CareHospitalMedical

Responsibilities

Respond to incoming calls, emails, and inquiries from clients and patients regarding laboratory services, test results, and procedures

Provide accurate information about lab tests, specimen collection requirements, and turnaround times

Resolve client issues or escalate complex problems to appropriate departments while ensuring follow-up and resolution

Monitor test orders for errors, delays, or missing information and take corrective actions as needed

Handle confidential health information in compliance with HIPAA and laboratory protocols

Document all client interactions in the customer service management system accurately and timely

Contribute to continuous improvement efforts by identifying recurring issues and suggesting process enhancements

Accountable for customer satisfaction

Demonstrates knowledge of laboratory information systems

Understanding Reflexive orders/rules

Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery

Act as a liaison between clients and laboratory staff to ensure timely processing and delivery of results

Identifies technical and specimen related problems or discrepancies

Retrieves and distributes results to appropriate recipient(s), locates specimen requirements, and troubleshoots specimen test issues which may require basic knowledge of science

May perform registrations, scanning requisitions, and assists send-outs in monitoring pending logs

Assist in preparing the monthly quality reports

May serve in the role of preceptor for the training and onboarding of team’s members

Provide the Laboratory Information team with any necessary updates to test requirements. Clearly identify issues and confidently submit enhancements or new test builds

Suggests solutions to issues and aids as needed to implement those solutions within the department

Collaborates with lab managers to implement technical changes needed to resolve the issue. Utilizes additional communication methods as necessary

May participate in the evaluation of implemented improvement initiatives and activities

Maintains currency in the field, including maintenance of any necessary licensure/certification, through continuing education, conferences, meetings, in-services, networking, literature, and/or seminars

Performs other duties assigned