Client Services Representative - Lab, Days

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the #1 hospital in Dallas-Fort Worth for the sixth consecutive year, we invite you to continue your healthcare career with us at UT Southwestern. You'll discover a culture of teamwork, professionalism, and consistent opportunities for learning and advancement into leadership roles.

All full-time employees will have a robust benefits package including employer paid medical insurance. Children and family medical insurance plans are available at a cost to the employee.

To learn more about the benefits UT Southwestern offers visit https://www.utsouthwestern.edu/employees/hr-resources/.

UT Southwestern Medical Center is hiring a Client Services Representative in the laboratory department, for day shift. As a valued part of the UTSW team, you will be in constant communication with patients, doctors, and nurses throughout the UTSW system, with an emphasis on providing exceptional service to your customers and team.

Shift Requirement: 5:00 AM to 1:30 PM, Monday through Friday; rotating weekends and holidays, with on-call.

• High School Diploma or equivalent required.
• One (1) year previous experience in Client Services required.
• One (1) year previous related laboratory experience preferred.

• Main telephone liaison between the hospital and laboratory staff as well as between outside clients and laboratory staff, and as the liaison, will be in constant communication with patients, doctors & nurses throughout the facility and DFW. Answer incoming calls and either forward appropriately, assist the client by answering routine questions, or research the answers to more detailed questions and follow up with client to ensure understanding.
• Maintains daily productivity goals and key indicators, including <5% call abandon rate and 95% of calls answered in <20 seconds. Ensure confidentiality of patient information.
• Utilize computer systems, including Epic and SunQuest, to determine status of tests, locate specimens, and research test cancellations.
• Work closely with Specimen Processors and Phlebotomists to ensure proper specimens are drawn and that add-on tests can be done. Work with point person in each laboratory section to ensure all section-specific questions are answered in a timely manner.
• Retrieve patient reports from database programs for various labs to fax/mail, etc. to clients upon request. Obtain missing demographic information in requisitions by contacting the client when necessary.
• Obtain client requests for supplies or transport media and ensure that the requests are processed in a timely manner.
• Coordinate specimen pick-ups via online CitySprint Courier Services for on-campus and off-campus clients. Continuous review of the courier schedule to make certain specimens are picked up in a timely manner.
• Demonstrate ongoing competency skills, above level problem solving skills and decision-making abilities.
• Support and comply with the Quality Management Program.
• Perform other duties as assigned.

The following is the acronym, "PACT", and is fundamental to all non-clinical positions at UT Southwestern Medical Center:

• P-Problem Solving: Employees take ownership in solving problems effectively, efficiently, and to the satisfaction of customers, or managers. They show initiative in addressing areas of concern before they become problems.
• A-Ability, Attitude and Accountability: Employees exhibit the ability to perform their job and conduct themselves in a professional and positive manner reflecting a professional environment readily assuming obligations in a dependable and reliable manner.
• C-Communication, Contribution, and Collaboration: Who are our customers? Anyone who requests our help, needs our work product, or receives our services. Employees focus on customer service with creative solutions while improving the customer experience through clear, courteous, and timely delivery and communication. Sharing ideas with others helps expand our contribution to department goals.
• T-Teamwork: Employees work to contribute to the department's success by supporting co-workers, promoting excellence in work product and customer service, and in maintaining a satisfying, caring environment for each other.

• Any qualifications to be considered as equivalents in lieu of stated minimum require prior approval of the Vice President for Human Resources, or his/her designee.

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. To learn more, please visit: https://jobs.utsouthwestern.edu/why-work-here/diversity-inclusion.