POSITION SUMMARY
The Customer Service Specialist is responsible for processing specimens from outreach areas, such as doctor's offices, nursing homes, home healthcare agencies, and research agencies while providing a high level of customer satisfaction, focus on patient care, and positive communication with customers, hospital staff and co-workers.
Essential Functions:
- Promotes the mission, vision, and values of the organization. Exhibits and adheres to Williamson Health's Standards of Performance in all areas of job duties and responsibilities.
- Participates in hospital initiatives and in departmental goals set by the Laboratory Director and staff.
- Interacts professionally with laboratory management, laboratory personnel, physicians, hospital personnel, patients and customers to provide optimal patient care.
- Works well with other laboratory employees to maintain an environment of teamwork.
- Exercises all laboratory safety precautions and adheres OSHA and TOSHA safety regulations
- Positively identifies patients, labels specimens and enters results using two unique identifiers. Maintains working knowledge of laboratory policies and procedures.
- Maintains current knowledge and adheres to hospital policies and state, federal and other regulatory requirements
- Responds appropriately to tests with a priority of STAT, call results or timed specimens
- Responsible for training new employees and students as assigned.
- Processing and maintaining electronic orders sent from outreach areas.
- Scheduling patients for lab appointments.
- Communicating with offices regarding specimen inadequacies, customer complaints, clarification of orders, or missing information or diagnosis codes on orders.
- Collecting specimens for DNA testing.
- Processing specimens for tests sent to reference labs, and ordering in Quest 360 and the Lab Corp system.
- Performing Full Admit of lab requisitions in to Meditech according to procedure guidelines.
- Answering main laboratory phone line, fielding questions, or directing call to appropriate area.
- Driving courier vehicle as needed for specimen pick up.
- Perform phlebotomy tasks in draw stations or nursing homes, as needed.
- Assisting other lab areas as needed.
POSITION REQUIREMENTS
Formal Education / Training:
- High school graduate or equivalent
- Phlebotomy training or work experience preferred.
- Valid operational Tennessee driver's license and insurable under Williamson Medical Center's insurance carrier for phlebotomists collecting at off-site locations.
Workplace Experience:
- Good people skills necessary
- Customer Service experience preferred.
- Meditech or data entry experience preferred
Equipment and Skills Training:
Computer, printer, phlebotomy, customer service
Knowledge, Skills and Abilities:
- Knowledge of medical laboratory science
- Strong organizational skills and interpersonal skills
- Ability to determine appropriate course of action in more complex situations
- Ability to work independently, be attentive to detail and maintain a positive attitude
- Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work
- Ability to maintain confidentiality of all medical, financial and legal information
- Ability to complete work assignments accurately and in a timely manner
- Ability to handle difficult situations involving patients, physicians, or others in a professional manner
- Strong computer skills
Physical and Environment Requirements:
- Exposure to blood and body fluids, infectious and contagious diseases, chemicals.
- Ability to communicate in English verbally and in writing.
- Ability to perform multi-functional tasks.
- Ability to read computer screen, distinguish color, hear phone and conduct interpersonal communications
- Ability to learn, reason and perform mathematical calculations related to job.
- Ability to use critical thinking skills.
- Requires light to moderate work with 40 pounds maximum weight to lift and carry.
- Manual dexterity and mobility in both hands; exposed to repetitive motion.
- Frequent reaching, bending, stooping, kneeling, and crouching.
- Requires prolonged standing and walking
- Flexibility to shift schedule, work extra hours or overtime as needed by staffing deficits or high patient volumes
PERFORMANCE STANDARDS
1. Positively identifies patients and specimens
0 ID errors = EE
1 ID error = MS
> 1 ID errors = BS
- Selects correct patient in Meditech and FaxCert
- Properly labels specimens using 2 identifiers.
- Uses handheld computers properly for specimen collection
2. Produces work with very few errors (admitting, order entry, and phlebotomy)
Enters complete and accurate information in computer
Uses proper technique for specimen collection and specimen integrity.
- 0-0.75% = EE
- 0.76-1.99% = MS
- >2% = BS
3. Works as a team
- Helps co-workers without prompting
- Respects differences of age and diversity
- Discourages criticism of co-workers
- Workload fairly distributed with those on same shift.
4. Participates in departmental meetings and process improvement teams (laboratory or hospital, if applicable).
- In-services reviewed and signed before due date
5. Communication with co-workers/management
- Communicates potential issues or opportunities to improve quality of care or services in a timely manner and in a positive way
- Communicates issues or concerns to coordinator or lead tech
- Communicates issues or concerns at shift change with co-worker
- Reads email daily
6. Provides Customer Service
- Completes Customer Service phone log
- Communicates requests with courier and uses forms of communication
- Checks and responds to CS emails, when assigned
- Takes a share of phone calls and window drop offs
- Handles call and drop offs appropriately
- Does not leave area unattended for long periods
7. Accurately processes reference lab tests
- Labcorp: records dx code and fax information
- Batches delivered in timely manner
- Orders on lab website
- Aliquots and processes accurately
8. Motivated - takes initiative for work that needs to be done
- Helps coordinator with tasks as needed
- Follows through on work assignments
- Willingly seeks out/accepts new responsibilities
- Takes on a fair portion of difficult tasks
- Helps co-workers as needed
9. Works efficiently
- Makes good use of time
- Completes assigned responsibilities timely and accurately
- Uses critical thinking skills in all aspects of the job
- Willingly floats to other work areas or performs other tasks without prompting.
10. Follows laboratory policies and procedures regarding:
- Reviews orders for missing information
- Insurance and billing: appropriately register patient
- Follows up on Medical Necessity and coding issues
- Accessioning and admitting
- Processes and distributes batches
11. Adheres to Williamson Health Lab attendance policy
- Reports to work on time
- Rarely calls out from work
- Rarely misses time punches in API
- Submits requests for PTO within policy guidelines
- Does not take extended lunches.
- Takes appropriate breaks as dictated by work load.
Req Benefits:
Williamson Health is pleased to offer a comprehensive benefits program, that offers you choice and flexibility, so you can take charge of your physical, financial, and emotional well-being.
- Medical, Dental, Vision
- PTO
- Retirement Matching
- Tuition reimbursement
- Discount programs
- FSA (Flexible Spending Accounts)
- Identity Theft Protection
- Legal Aid
Williamson Health is an equal-opportunity employer and a drug-free workplace.
Additional Details :
Williamson Health is a regional healthcare system based in Williamson County, Tennessee, with more than 2,500 employees across more than 30 locations and more than 860 physicians and advanced care practitioners offering exceptional healthcare across 60-plus specialties and subspecialties close to home. The flagship facility, Williamson Medical Center, a 337-bed facility which recently opened its new Boyer-Bryan West Tower, offers extensive women's services, state-of-the-art cardiology services, advanced surgical technologies, an award-winning obstetrics and NICU, leading-edge orthopaedics, outpatient imaging services, and distinct comprehensive emergency and inpatient services for both adult and pediatric patients. Other Williamson Health service providers include the Bone and Joint Institute of Tennessee, The Turner-Dugas Breast Health Center, Monroe Carell Jr. Children's Hospital Vanderbilt at Williamson Medical Center, Williamson Health physician practices that are strategically located throughout the community, countywide Emergency Medical Services that include 18 rapid response units, Williamson Health Foundation, and multiple joint venture Vanderbilt Health and Williamson Medical Center Walk-In Clinics in Williamson County. Learn more about our many specialized services at WilliamsonHealth.org.
Williamson Health is a system where your talents will be valued and your skillset expanded. We are rooted in our promise to world-class, compassionate care for the residents of Williamson County and surrounding communities, taking exceptional pride in serving our community. We're committed to empowering our employees to work in innovative ways and reserve time and space for curiosity, laughter and creativity. We value and support the diversity and cultural differences among one another and are committed to upholding an inclusive environment that appreciates the uniqueness of all individuals. Our values are at the heart of everything we do: respect for every individual, the health and total well-being of all people, human compassion and integrity. These shape who we are as an organization and are essential for delivering the highest level of culturally competent care and treatment of every patient, family member, visitor, physician and employee.
Company Culture:
We are passionate about the care we offer and also our standards of performance which include compassion, respect, accountability and safety - toward our patients and also toward our colleagues. We're looking for talented, caring, and mission-minded professionals who view their career in healthcare as more than just a paycheck, but as a true calling. We are proud of our unique culture that balances doing what we love, working alongside a supportive team, and maintaining a good quality of life - all while making a difference no matter your department or position.
Community Overview:
Franklin sits in the heart of Williamson County, which has the top-rated school system in the state, a plethora of parks and green spaces, fabulous restaurants, a rich traditional of hospitality, and of course, world-class healthcare. Various publications have showered Franklin with such accolades as one of the "Best Southern Towns," "Best Place to Live," "Top 10 Community for Job Growth," and "Top 50 Cities to Start a Small Business."
