DLO Specimen Prep Tech I

The Referral Representative I is responsible for reporting laboratory results using established protocols. All functions must be performed with confidence, accuracy and in a timely manner. Handles 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.

To accomplish the above purpose, the duties/job responsibilities of this position are as follows:

• Show up for work, on time and prepared to perform all tasks and processes, each and every scheduled workday and to remain performing those duties throughout the entire assigned work schedule for that day.
• All duties of the Referral Assistant.
• Handle all customer inquiries by telephone, Referral mailbox, and in person regarding reporting of results, service failures, and other quality issues to provide customer satisfaction.
• Report laboratory results using established protocols.
• Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting.
• Use established protocols for reporting client concerns.
• Perform investigation 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.
• Communicate all TNP’s and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.
• Identify and elevate Reportable Quality incidents to supervisor. 
• Learns additional functions within Referral Testing Department to allow timely progression to the next level.
• Performs other duties as assigned.

This is not an exhaustive list of all duties and responsibilities, but rather a general description of the work performed by this position.

Required Knowledge:

• Data Entry skills – 6000 keystrokes per hour required.
• Minimum 1-2 years clinical laboratory experience.
• Customer Service and or medical background preferred which includes medical terminology applicable to a clinical laboratory.
• Basic PC skills - Word, Excel, etc. helpful

Required Experience:

• Data Entry skills – 6000 keystrokes per hour required.
• Minimum 1-2 years clinical laboratory experience.
• Customer Service and or medical background preferred which includes medical terminology applicable to a clinical laboratory.
• Basic PC skills - Word, Excel, etc. helpful

Special Requirements: 

Must be able to flex start times as dictated by tasks and business needs.

Must be able to flex shift dates for holiday coverage.

Physical and Mental Requirements:  

• Position requires data background with abilities to enter 6,000 alphanumeric keystrokes/hour 
• Works in a biohazard environment, practicing good safety habits 
• Able to sit or stand for long periods 
• Handles multiple tasks simultaneously and works in a production environment