Lab Customer Service Rep II - Royal Oak, MI

People are at the heart of everything we do, and the inspiration for our legacy of outstanding outcomes, innovation, strong community partnerships, philanthropy and transparency.  Corewell Health is a not-for-profit health system that provides health care and coverage with an exceptional team of more than 60,000 dedicated people – including more than 11,500 physicians and advanced practice providers and more than 15,000 nurses providing care and services in 22 hospitals, 300+ outpatient locations and several post-acute facilities – and Priority Health, a provider-sponsored health plan serving more than 1.2 million members.  Through experience and collaboration, we are reimagining a better, more equitable model of health and wellness.

GENERAL SUMMARY:

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

ESSENTIAL DUTIES:

1. Answer incoming calls, gathering and documenting appropriate customer information.

2. Communicate customer needs to the appropriate lab department or team for resolution and action.

3. Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information. Appropriately activate, convert and discharge visits on one contact. Register appropriately following the Corporate Registration Process.

4. Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.

5. Provide information to customers regarding patient test results and status of test results.

6. Call critical and stat laboratory results and document communication in appropriate system.

7. Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.

8. Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.

9. Relay information and requests to customers in the form of patient reports, requisitions and faxes.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

STANDARD QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

A. Education / Training:

· High school diploma or equivalent required.

B. Work Experience:

· 1 year experience required

· Microsoft/Windows experience, type 30 wpm.

C. Certification, Licensure, Registration:

· None required.

D. Other Qualifications:

· Position requires excellent organizational, communication and customer service skills.

· Must be detail oriented.

· Must be able to handle multiple tasks concurrently; experience with multi-line communication systems and simultaneous use of multiple computer applications.

· Medical terminology and laboratory information systems experience preferred.

· Lab Customer Service Rep II must be able to work independently in a fast-paced business environment utilizing multiple systems (Soft Lab, Sunquest, Copath, Imaging, etc…) to fact find and problem solve while maintaining a cheerful demeanor.

· Special temperament needed to handle frustrated/upset customers and patients.

BENEFITS:

Corewell Health offers a comprehensive benefits package to meet your financial, health and life-work balance goals.

• NEW On-demand pay program – powered by Payactiv
• Generous paid time off, holidays and flexible scheduling
• Our employees receive special discounts on a wide range of products and services
• Exceptional health, dental, vision and prescription drug insurance plans
• Relocation assistance
• Generous retirement savings, disability insurance, identify theft protection and even home and auto insurance
• Free onsite parking at all campuses

This is where extraordinary begins. Find out where it can take you and your career.  Apply Now!

Primary Location

SITE - Research Building - 3811 W 13 Mile Road - Royal Oak

Department Name

Lab - Reference Customer Service - CH East - North - Royal Oak

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

9:30 am - 6:00 pm

Days Worked

Monday - Friday

Weekend Frequency

On-call weekends

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.