Patient Access Services Representative
Works under the supervision of lead, supervisor, senior staff, and/or clinicians within Pathology or Laboratory. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.
Essential Functions
- Greets and communicates in a manner consistent with caring and respect and dealing with confidentiality. Answers telephone, takes messages, welcomes visitors and provides / relays information in a manner consistent with hospitality standards.
- Serves as a resource to patients, lab clients, and SH team members regarding specimen requirements and processing.
- Processes orders, performs computer order entry and other related activities per standard, which may include registering clients, contacting providers for issue resolution, entering charges for services, performing and resulting tests.
- May utilize standard venipuncture techniques to collect appropriate blood specimens by adhering to correct collection and transport protocol including positive patient identification
- May receive incoming specimens, checks for proper labeling and routes to appropriate location.
- Follows all Spectrum Health procedures and policies. May be required to serve at multiple SH locations during a given shift (Site dependent)
- Follow all lab safety procedures to minimize risk to self and others; reports gaps and escalates as necessary
- Committed to the continuous improvement of the patient experience which includes patient safety, quality of care and excellent service. Adhere to the organization's published values.
Qualifications
Required High School Diploma or equivalent and graduate of a Phlebotomy training program (based on specific Spectrum Health entity and department as appropriate) preferred.
Preferred Associate's Degree Healthcare related field
1 year of relevant experience Dealing with the public, preferably in the medical or customer service field Preferred
LIC-Driver's License - STATE_MI State of Michigan CHW/CHS Outreach sites required Or
LIC-Driver's License - STATE_OTHR State Other than Michigan required Or
CRT-Phlebotomy Technician - NHA National Health career Association preferred