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Act as a liaison between the Consolidated Call Center, Sales Account Executives, and Laboratory Operations to manage client escalations, investigations, and ensure timely reporting. This role involves monitoring worklists, documenting non-compliant issues, and handling inquiries via various communication channels.
Responsibilities
- Assist with proper prioritization of key customers and assigned priority accounts
- Interact with key customers to provide and process information in response to inquiries, concerns, and requests
- Communicate, support, and coordinate with Field Area Managers in a timely manner
- Monitor assigned requests closely at every level of service for optimal turnaround response
- Follow up with customer interactions and/or pending inquiries as required
- Communicate and coordinate with internal departments as needed
- Monitor and maintain various pending lists to ensure lab staff completes timely reporting of patient results
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Complete the documentation portion of the TNP protocol
- Direct requests and unresolved issues to the designated resource
- Provide back-up to the critical call team when necessary
- Assist with processing Add-on orders, and STAT upgrades
- Maintain client and patient confidentiality as required
- Prepare and submit an occurrence report for every qualified event as directed by Quality Assurance Department
Requirements
- Ability to work independently and as a team
- Computer knowledge and working knowledge of lab LIS systems
- Strong customer service skills
- Solid communication skills (verbal, written and listening)
- Solid problem solving and decision-making abilities
- Good organizational skills
- Ability to execute and prioritize multiple tasks
- Professional attitude
- Excellent computer keying skills (Alpha and numeric data entry skills, prefer minimum of 35 wpm and 10-key by touch)
- Flexible and adaptable to change
Qualifications
- High school degree or equivalent
- 1-year prior experience as lab liaison preferred but not required
Nice to Have
- 1-year prior experience as lab liaison
- Familiarity with lab process and workflow
- Medical terminology / experience
Skills
LIS systems
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* Required skills