Referral Representative I - Marlborough, MA - Monday-Friday 2:00pm-10:00pm (Rotational Saturday) or Tuesday-Saturday 10:00pm-6:00am
Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors.
Requirements
- Retrieve, sort and process specimens for shipment to referral laboratories.
- Ensure sample quality and accuracy. Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
- Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.
- Responsible for filing departmental documents.
- Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction.
- Report laboratory results using established protocols.
- Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols.
- Perform investigations and provide resolution to complex Referral Testing issues.
- Research test availability using established protocol for selecting a referral vendor.
- Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner.
QUALIFICATIONS
Required Work Experience:
Minimum one (1) to two (2) years clinical laboratory experience.
Preferred Work Experience:
Customer service and/or medical background preferred.
Physical and Mental Requirements:
- The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.
- Ability to stand and work at the bench for long periods of time.
- Frequent walking and/or standing.
Knowledge:
- Basic understanding of the operations of Client Services and Specimen Processing.
- Thorough understanding of Referral Testing.
- Basic medical terminology applicable to clinical laboratory.
Skills:
- Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
- Demonstrate strong independent problem-solving skills.
- Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients.
EDUCATION
High School Diploma or Equivalent(Required)