Job Functions, Duties, Responsibilities and Position Qualifications:

Interacts with clients to provide information in response to inquiries about specimen collection, submission and reporting of pathology results and to research, troubleshoot and resolve complaints regarding the laboratory's services.

• Researches, troubleshoots, and resolves laboratory issues to ensure client satisfaction.
• Answers inbound calls from clients and places outbound calls to clients in a professional and timely manner, with the goal of increasing business, client satisfaction, and client retention.
• Communicates patient results clearly, accurately and effectively to clients, provided patient releases are obtained prior to the release of laboratory results, in accordance with policy and procedure.
• Contacts clients in a timely and professional manner to:
  • obtain and correct missing data related to the patient requisition and patient insurance such as:
  • client information (group name, referring physician, address, and phone and fax numbers
  • patient's demographics (patient name, address, phone number, date of birth, social security number, gender, medical record number, and electronic medical record number)
  • request add-on testing
  • patient insurance information (insurance code, carrier name, policy number, group number, and address of insurance carrier)
  • billing type (client, patient, insurance, no charge)
  • specimen description (size, shape, and type of specimen)
  • clinical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, family history, type of service, services received, dates of service, and provider of service)
  • convey when laboratory testing cannot be performed and when laboratory tests are cancelled
  • relay changes in business hours and alternative specimen pickup schedules
• Serves as a resource to referring clients regarding patient results, distribution of pathology reports, specimen collection and submission requirements, testing requirements, turn-around times, test prices, supply order forms, and other laboratory policies and procedures.
• Acts as a dispatch service for laboratory couriers by calling for specimen pickups and distribution of laboratory supplies.
• Coordinates various aspects of client services quality assurance and compliance functions including documenting the client concerns and resolution on an incident report, maintain incident logs, and generating reports for management,

Education/Licensure/Certification:

• High School Diploma or GED or equivalent work experience.

• Minimum of one (1) year customer/client/patient experience.

Company:

Sonic Anatomic Pathology

Scheduled Weekly Hours:

Work Shift:

Job Category:

Company:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.