The Client Service Representative I primary function is to establish and maintain the highest level of service available to our clients and providing a timely, reliable, and accurate response and reports. The representative will maintain proper phone etiquette when establishing communication with the client. They are responsible for specimen retrieval, specimen sorting, specimen scanning and data entry of specimen orders. They will need to have exceptional documentation skills and able to prioritize work by its importance. They will be responsible in following the standard procedures of the client service department, safety guidelines, ergonomics and HIPAA policies.The Client Service Representative I primary function is to establish and maintain the highest level of service available to our clients and providing a timely, reliable, and accurate response and reports. The representative will maintain proper phone etiquette when establishing communication with the client. They are responsible for specimen retrieval, specimen sorting, specimen scanning and data entry of specimen orders. They will need to have exceptional documentation skills and able to prioritize work by its importance. They will be responsible in following the standard procedures of the client service department, safety guidelines, ergonomics and HIPAA policies.Client Services Representative IClient Services Representative Iinclude, but are not limited to, the following:Client InteractionAnswering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.Set up/verifying new clients as needed according to protocol and follow through with any issues that are involved with the client set up processSend a new requisition to the clients as neededRequisition ProcessingWork closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient resultComplete data entry for specimen orders into LISFollow procedure as it pertains to late arrivalsSort all requisitions when needed as procedure requiresComplete data entry for all specimen ordersScan documents into record documentation system as neededProcess all web requisitions as the procedure statesProcess all EMR orders as the procedure statesAdd MDs to needed requisitions as neededCheck reported basket at the end of each dayRecognize and escalate mis-sorts and mis-batches to Representative I or IISpecimen ProcessingVerify all documents are in View WiseBe alert to the need of any process changes daily to maintain appropriate turnaround timeUnderstand and meet process for turnaround times – involve Representative II or manager if neededProcess all specimen splits as the procedure states (as needed)Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.Administration/OtherNotify manager of any client concerns that you feel needs immediate attentionObserve compliance when it comes to PHI information (with information lying around or on your computer)Use PPE per policy when in the laboratoryContact IT if needed to resolve issues, this can involve program issues to equipment issues. (establish a helpdesk ticket for all issues)Keep Client Service department and your personal area neat and cleanA day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.Weekend and holiday work is required.Work during adverse weather conditions, as much as safety will allow, is requiredMaintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables.Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.Other duties as neededClient InteractionAnswering calls with clients to better serve their needs and to transfer any calls to the appropriate department as needed.Set up/verifying new clients as needed according to protocol and follow through with any issues that are involved with the client set up processSend a new requisition to the clients as neededRequisition ProcessingWork closely with clinical lab to ensure all requisitions have been accessioned and there are no issues holding up resulting of patient resultComplete data entry for specimen orders into LISFollow procedure as it pertains to late arrivalsSort all requisitions when needed as procedure requiresComplete data entry for all specimen ordersScan documents into record documentation system as neededProcess all web requisitions as the procedure statesProcess all EMR orders as the procedure statesAdd MDs to needed requisitions as neededCheck reported basket at the end of each dayRecognize and escalate mis-sorts and mis-batches to Representative I or IISpecimen ProcessingVerify all documents are in View WiseBe alert to the need of any process changes daily to maintain appropriate turnaround timeUnderstand and meet process for turnaround times – involve Representative II or manager if neededProcess all specimen splits as the procedure states (as needed)Knowledgeable on specimen requirements and handling procedures. Serve as a resource for Lab Assistants.Administration/OtherNotify manager of any client concerns that you feel needs immediate attentionObserve compliance when it comes to PHI information (with information lying around or on your computer)Use PPE per policy when in the laboratoryContact IT if needed to resolve issues, this can involve program issues to equipment issues. (establish a helpdesk ticket for all issues)Keep Client Service department and your personal area neat and cleanA day’s schedule can be affected by specimen delivery delays, possibly resulting in later arrival times or later finish times. Flexibility with scheduling, within reason, is required.Weekend and holiday work is required.Work during adverse weather conditions, as much as safety will allow, is requiredMaintain the scanning room is clean and picked up. All requisition folders are in their place and not left out on the tables.Check email daily when at work, maintain all mandatory education, and adhere to attendance policy.Other duties as needed
