The Christ Hospital Health Network
Clinical Laboratory Customer Service Specialist- Full time- Days
The Christ Hospital Health Network, Cincinnati, Ohio, United States, 45208
Clinical Laboratory Customer Service Specialist - Full Time - Days
This role serves as the primary point of contact between the laboratory and its clients, including physicians, healthcare providers, patients, and internal staff. The ideal candidate will ensure prompt, professional, and efficient communication, assist with test orders and results, resolve issues, and uphold high standards of customer satisfaction.
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 escalation of 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.
Demonstrate knowledge of laboratory information systems and understand reflexive orders/rules.
Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery.
Act as liaison between clients and laboratory staff to ensure timely processing and delivery of results.
Identify technical and specimen related problems or discrepancies.
Retrieve and distribute results to appropriate recipients, locate specimen requirements, and troubleshoot specimen test issues.
May perform registrations, scanning requisitions, and assist with send‑outs in monitoring pending logs.
Assist in preparing monthly quality reports.
May serve as preceptor for training and onboarding of team members.
Provide laboratory information team with updates to test requirements and submit enhancements or new test builds.
Suggest solutions to issues and aid in implementation within the department.
Collaborate with lab managers to implement technical changes and utilize additional communication methods.
May participate in evaluation of implemented improvement initiatives and activities.
Maintain currency in the field, including licensure/certification through continuing education, conferences, meetings, in‑services, networking, literature, and seminars.
Perform other duties assigned.
Qualifications
High school diploma or GED required; completion of formal phlebotomy training program or equivalent preferred.
Minimum of one year experience as a phlebotomist or health‑care‑oriented background.
Excellent customer service skills; maintain a 95% answer/call ratio.
Provide testing requirements and documentation of all customer concerns and clerical tasks.
Working knowledge of basic computer applications such as Word and Excel.
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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 escalation of 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.
Demonstrate knowledge of laboratory information systems and understand reflexive orders/rules.
Coordinate with lab personnel, couriers, and logistics teams to ensure timely sample collection and delivery.
Act as liaison between clients and laboratory staff to ensure timely processing and delivery of results.
Identify technical and specimen related problems or discrepancies.
Retrieve and distribute results to appropriate recipients, locate specimen requirements, and troubleshoot specimen test issues.
May perform registrations, scanning requisitions, and assist with send‑outs in monitoring pending logs.
Assist in preparing monthly quality reports.
May serve as preceptor for training and onboarding of team members.
Provide laboratory information team with updates to test requirements and submit enhancements or new test builds.
Suggest solutions to issues and aid in implementation within the department.
Collaborate with lab managers to implement technical changes and utilize additional communication methods.
May participate in evaluation of implemented improvement initiatives and activities.
Maintain currency in the field, including licensure/certification through continuing education, conferences, meetings, in‑services, networking, literature, and seminars.
Perform other duties assigned.
Qualifications
High school diploma or GED required; completion of formal phlebotomy training program or equivalent preferred.
Minimum of one year experience as a phlebotomist or health‑care‑oriented background.
Excellent customer service skills; maintain a 95% answer/call ratio.
Provide testing requirements and documentation of all customer concerns and clerical tasks.
Working knowledge of basic computer applications such as Word and Excel.
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