At arenaflex, we are committed to delivering exceptional patient care and service excellence in a fast-paced and dynamic environment. As a Laboratory Medicine Call Center Specialist, you will play a vital role in providing top-notch customer service to patients and healthcare providers, ensuring that their needs are met promptly and efficiently.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative and compassionate care to our patients. Our team of dedicated professionals is committed to delivering exceptional service, quality, and safety in everything we do. As a Laboratory Medicine Call Center Specialist, you will be part of a dynamic team that is passionate about making a difference in the lives of our patients and their families.
**Responsibilities**
As a Laboratory Medicine Call Center Specialist, you will be responsible for:
* Responding to a high volume of patient and provider calls in a fast-paced call center environment
* Answering questions, providing results, and scheduling tests as needed
* Complying with all HIPAA verification procedures to ensure confidentiality and security of patient information
* Researching and investigating patient and provider inquiries to direct callers to the correct source or follow up to resolve issues
* Balancing good customer service skills with the need to expedite calls to meet heavy demands
* Utilizing various Laboratory Medicine computer systems and paper documentation to provide accurate information to patients and healthcare providers
* Clearly identifying and communicating location, directions, and hours of all Laboratory Draw Station sites with patients
* Communicating any issues or questions to the patient regarding insurance and resolving as necessary
* Entering appropriate comments and notes on the orders in the EMR identifying the resolution of issues
* Informing patients of their financial responsibility as it relates to billing requirements and non-covered balances
* Gathering and redirecting pertinent information to the appropriate department section personnel
* Directing calls appropriately to other arenaflex Departments as needed
* Documenting customer service complaints and resolution as per arenaflex policies and procedures
* Working effectively with other sections within the Department, including front-end processing, send-out office, individual laboratories, and central administration
* Collating problems and issues to identify trends to improve services to clients
* Establishing relationships with Outreach clients to facilitate responsibilities
* Performing daily check of Batch-Fax Log to ensure accurate, efficient, and complete automatic patient report delivery
* Faxes any failed communications ensuring all clients receive their test results in a timely manner
* Adding-on lab tests to existing tests for clients
* Understanding the stability requirements and sample types involved and which is appropriate in each situation
* Reviewing the Epic follow-up lists to call patients when their samples need recollection and explaining the situations to patients in a professional manner
* Cancelling laboratory testing as requested by healthcare professionals calling into Laboratory Medicine Customer Service
* Updating and correcting the CC physicians in Epic to route testing to the appropriate clients
* Participating in problem-solving by either solving problems or bringing them to the attention of the manager
* Adhering to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates
**Qualifications**
* High school diploma or GED required
* Bachelor's Degree in business-related field preferred
* One (1) to two (2) years' work experience in a customer service environment, preferably in a hospital or physician office with patient interaction
* Strong computer and communication skills, including medical terminology
* Previous medical, clinical laboratory, or customer service experience desirable
* Self-directed, well-organized, and exhibiting team-oriented skills with the ability and desire to educate and convey instructions to patients and their families
* Proficiency with Microsoft Word, EXCEL, and Access applications, and type at least 35 wpm preferred
* Must be able to multitask and reprioritize in response to fluctuations in volume
* Strong interpersonal skills and ability to build rapport with a wide variety of individuals, including clinical staff to meet the patient's needs
* Basic understanding of phlebotomy and medical terminology
* Excellent investigative, critical thinking, and problem-solving skills
* Intermediate computer skills and the ability to adapt to various programs/systems
* Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow
* Must be able to provide training or in-service to other staff, students, and other areas within the department and hospital
* Maintain calm and positive attitude in stressful situations
* Has the ability to respond to changing workload and work environment
* Must be able to work in a fast-paced environment
* Must have the ability to always maintain professionalism
* Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines
**Skills and Competencies**
* Excellent customer service skills
* Strong communication and interpersonal skills
* Ability to multitask and prioritize in a fast-paced environment
* Proficiency with various Laboratory Medicine computer systems and paper documentation
* Basic understanding of phlebotomy and medical terminology
* Excellent investigative, critical thinking, and problem-solving skills
* Intermediate computer skills and the ability to adapt to various programs/systems
* Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow
* Ability to provide training or in-service to other staff, students, and other areas within the department and hospital
* Maintain calm and positive attitude in stressful situations
* Has the ability to respond to changing workload and work environment
* Must be able to work in a fast-paced environment
* Must have the ability to always maintain professionalism
**Career Growth Opportunities and Learning Benefits**
As a Laboratory Medicine Call Center Specialist at arenaflex, you will have the opportunity to:
* Develop your customer service and communication skills in a fast-paced and dynamic environment
* Work with a team of dedicated professionals who are passionate about delivering exceptional patient care and service excellence
* Participate in ongoing quality improvement efforts to identify trends and improve services to clients
* Collaborate with other sections within the Department to ensure smooth functioning of all processes
* Develop your skills and competencies in a variety of areas, including customer service, communication, and problem-solving
* Pursue continuing education and training opportunities to enhance your skills and knowledge
* Advance your career in a dynamic and growing organization
**Work Environment and Company Culture**
arenaflex is a dynamic and growing organization that is committed to delivering exceptional patient care and service excellence. Our team of dedicated professionals is passionate about making a difference in the lives of our patients and their families. As a Laboratory Medicine Call Center Specialist, you will be part of a team that is dedicated to:
* Providing exceptional patient care and service excellence
* Delivering high-quality results and services
* Collaborating with other sections within the Department to ensure smooth functioning of all processes
* Participating in ongoing quality improvement efforts to identify trends and improve services to clients
* Developing and maintaining a positive and supportive work environment
* Fostering a culture of teamwork, respect, and open communication
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation and benefits package, including:
* Competitive salary and benefits package
* Opportunities for career growth and advancement
* Continuing education and training opportunities
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible scheduling and work-life balance
**Conclusion**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient care and service excellence, we encourage you to apply for the Laboratory Medicine Call Center Specialist position at arenaflex. As a member of our team, you will have the opportunity to develop your skills and competencies in a variety of areas, collaborate with other dedicated professionals, and make a difference in the lives of our patients and their families. Apply today to join our dynamic and growing organization!
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