This position is responsible for answering all the telephone calls coming into the Main Laboratory and taking ownership of these calls to ensure the caller has a satisfactory conclusion to their enquiry. They will also be answering questions relating to specimen requirements, test result information to internal and external clients, notification to clients of specimen/testing concerns, delays, etc. and work with them to resolve issues. They will maintain clear, accurate and timely documentation of all actions and issues, demonstrate independent analytical and technical problem solving skills as well as follow Client Services guidelines to refer esoteric testing questions and technical issues to appropriate personnel in the Laboratory. They must constantly strive to enhance performance and functions as a team member.
PRIMARY DUTIES AND RESPONSIBILITIES
Performs duties as assigned or requested by the Laboratory Director / Manager or designate
Promotes continuous personal growth and improvement initiatives;
Maintains operational procedures and documentation.
Primary responsibilities will include vetting and triaging all calls into the laboratory
Researching solutions, documenting details, resolving inquiries, tracking incidents, and escalating calls to the proper resources.
Prioritizing, researching and responding to requests for test information (specimen requirements, turn-around times, test types, methodology, tube type, volumes, etc.), supplies, add-ons, specimen tracking status, vendor issues, etc.
Providing investigation, diagnosis, resolution, and escalation, as required.
Promoting and exercising information management through case ownership, prioritization, handling, documentation, reporting and follow through when appropriate.
Build and maintain customer relationships throughout all communications while providing a positive, professional and empathetic understanding to all customers.
Provides education, guidance, and troubleshooting to customers regarding available resources and application utility.
Fosters communication and exhibit exceptional customer service in all professional interactions.
Exercise careful deliberation and judgment pertaining to complex job requirements and responsibilities in order to best serve the patient, client and CCAD.
Exhibits high quality performance through accuracy, thoroughness, and commitment in a timely manner.
Responsible for overseeing the scanning of results from other referral laboratories
Ensures that the work area is maintained in a clean and tidy state at all times.
Prepares and maintains required records, monthly reports and statistics as directed.
Undertakes small projects as required by the Laboratory Manager or designate.
Ensures confidentiality of all patient information
Provides general secretarial services, including the recording and transcribing of committee meeting minutes as required.
Responsible for maintaining a safe environment for staff and visitors, ensuring that all Health and Safety policies of the CCAD are implemented at all times.
Report all accidents and incidents to the Senior Laboratory Technologist or Laboratory Manager immediately.
Delegates to Phlebotomist /Technologist if absent.
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