Supports patient care in a call center by acting as a liaison between the laboratories and caregivers providing direct patient care in multiple service environments including reference client sites. Provides support to the LCSR I to resolve emergent and complex issues. Acts as a mentor to new LCSR I during training and task expansion. Delivers excellent customer service to internal and external caregivers, while maintaining a professional image through phone, email and other forms of communication.
Supports patient care by effectively navigating complex computer and phone systems, while following all RT-PLMI and departmental standard operating procedures for both internal and external customers.
Builds and maintains client relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication.
Provides support to LCSR I on emergent and complex issues.
Acts as a mentor to LCSR during initial training and task expansion.
Participates in hiring committees as requested.
Researches and reports patient test results to authorized caregivers.
Researches and responds to requests for test information, specimen requirements, supplies and fees associated with internal and referred laboratory testing.
Creates and modifies patient orders and demographics by following complex ordering procedures and utilizing multiple ordering systems.
Processes requests from clients to have patient specimens picked up.
Provides education, guidance, and troubleshooting to customers regarding available resources and application utility.
Exercises careful deliberation and judgment while responding to emergent situations in order to best serve patients, caregivers, RT-PLMI and Cleveland Clinic.
Demonstrates excellent information management skills through case ownership, prioritization, handling, documentation, reporting and follow-through.
Exhibits a commitment to accuracy, thoroughness, timeliness.
Resolves complex situations that require escalation from LSCR I and the Laboratory Client Services Coordinator, or additional levels of supervision.
Other duties as assigned.
Completion of a Bachelor's Degree of an accredited technology program and eligibility for certification from a recognized national certifying organization or completion of a BS in a scientific discipline with an additional year of medical laboratory experience.
Medical Technologist preferred.
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.
Two years of laboratory experience required. One year customer service experience required.
Excellent interpersonal and communication skills.
Ability to type 35 wpm.
Basic computer skills in Microsoft Office with the ability to learn new software.
Individual must be able to work in confined spaces. Individual must be flexible to work various shifts: 1st, 2nd, 3rd, holidays, and\or off hours based upon business needs.
Ability to use telephone, computer, and office equipment. Normal/corrected vision and hearing.
Maintain professional appearance and demeanor.
Personal Protective Equipment:
Follows standard precautions using personal protective equipment as required.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees 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. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. 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 facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities