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Job Description:The Lab Client Service Specialist functions as part of a dynamic and engaging laboratory team in a professional setting. Lab Client Services serves as the voice of Intermountain Laboratory and are the primary contact for patients, hospital personnel, and Intermountain clients including doctors and nurses. This team is responsible for calling test results to medical caregivers, including life-threatening critical test results, and taking inbound calls to provide test information, collection instructions, supply requests and testing results. Caregivers in this role will gain valuable experience and knowledge to help prepare them for workplace and career advancement.Intermountain Caregivers in this role compassionately communicate test results, specimen collection instructions, and laboratory information with patients and clinical staff and demonstrate empathy during every interaction.Receive incoming calls from patients and Intermountain clients looking for results and information related to all aspects of laboratory service including collection instructions, ordering, specimen location, and supply requests.
Make outbound calls to release critical values, STAT requested, clinically significant, and routine results within approved time requirements for Intermountain standards.
Navigate multiple computer systems to aid in troubleshooting and resolving questions regarding laboratory services and support, including maintaining accurate documentation of calls and information using detailed comments.
Escalation of phone calls to the appropriate clinical personnel, when required.
Caregivers in this position have excellent communication skills and ability to deescalate stressful situations calmly and respectfully in a professional manner. These individuals are often the primary contact for Intermountain clients, serving as the voice for the Intermountain Laboratory Services team.The position may be eligible for telecommuting following training, dependent on performance and department needs.Minimum QualificationsHigh School diploma or GED.
Experience working in a team environment.
Preferred QualificationsSelf-motivated and experience working independently.
One year experience in a customer support role.
Proficient in Microsoft Office
One year experience in a healthcare or clinical setting.
One year telephone customer service experience.
Hours4- 10 hour shifts: 11:00 am - 9:30 pm. Shift requires working one weekend a month and some holidays.
Training is 4-6 weeks from 8:00 am - 4:30 pm. Evening, weekend, and holiday differentials apply.
This shift is eligible for telecommuting after 6 months of meeting specific criteria.
Physical Requirements:Physical RequirementsOngoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with customers that require employee to communicate as well as understand spoken information, alarms, needs, and issues quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer, phone, and cable set-up and use.
Remain sitting or standing for long periods of time to perform work on a computer.
Location:Central LaboratoryWork City:MurrayWork State:UtahScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$17.00 - $22.10For a description of Intermountain's employment benefits, clickHERE. (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits)Equal Opportunity EmployerIntermountain Healthcare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.Thanks for your interest in continuing your career with our team!
