Laboratory Customer Service Representative II

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Job Summary

Job Details

Schedule: 7:30am-6pm Monday, Tuesday, Thursday, Friday with rotating weekends and on call

Responsibilities:

• Navigates complex computer and phone systems, while following all RT-PLMI and departmental standard operating procedures.
• Builds and maintains customer relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication.
• Supports inbound call metrics by answering calls from the phone system within defined targets.
• Researches and reports patient test results as requested by authorized caregivers.
• Responds to requests for test information, additional testing, specimen requirements, supplies and fees associated with internal and referred laboratory testing.
• Creates and modifies patient orders and demographics by following ordering procedures and utilizing multiple ordering systems.
• Support and escalate specimen pick-up requests.
• Educates customers on, and troubleshoots issues regarding available resources and application utility.
• Responds to emergent situations in order to assist patients, caregivers, RT-PLMI and the Cleveland Clinic.
• Demonstrates information management skills via case escalation, ownership, prioritization, handling, documentation, reporting and follow-through.
• Maintains proficiency in performing all tasks in current job classification and tasks performed by Laboratory Customer Service Representative I (LCSR I).
• Recognizes complex situations that require escalation to Laboratory Customer Service Representative III (LCSR III), the Laboratory Customer Service Coordinator or additional levels of leadership.
• Exhibits a commitment to accuracy, thoroughness, timeliness.
• Accepts other duties and special projects as assigned by the Laboratory Customer Service Supervisor or designee.

Education:

• Associate’s degree required.
• High School diploma/GED and college level courses with an additional two years of lab experience or customer service experience may substitute the Associate's degree requirement.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a stressful and rapidly changing environment and take appropriate action.
• Excellent interpersonal and communication skills.
• Ability to type 35 wpm.
• Basic computer skills in Microsoft Office with the ability to learn new software.
• Maintain professional appearance and demeanor.
• Individual must be flexible to work various shifts: 1st, 2nd, 3rd, weekends, holidays, and\or off hours based upon business needs.

Work Experience:

• One year of customer service or call center experience required.
• Experience in Laboratory or laboratory support preferred.

Physical Requirements:

• Ability to work in confined spaces.
• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Ability to differentiate color, hue, saturation and tones.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities