Lab Customer Svc Rep

People are at the heart of everything we do, and the inspiration for our legacy of outstanding outcomes, innovation, strong community partnerships, philanthropy and transparency. Corewell Health is a not-for-profit health system that provides health care and coverage with an exceptional team of more than 60,000 dedicated people - including more than 11,500 physicians and advanced practice providers and more than 15,000 nurses providing care and services in 22 hospitals, 300+ outpatient locations and several post-acute facilities - and Priority Health, a provider-sponsored health plan serving more than 1.2 million members. Through experience and collaboration, we are reimagining a better, more equitable model of health and wellness.
GENERAL SUMMARY:
The Lab Customer Service Rep I will provide high quality service to and is the initial point of contact between internal and external laboratory customers in a high-stress environment. The CSR I is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system; utilizing numerous computer systems simultaneously to communicate critical, stat and routine test results as well as laboratory requirements and policies to external customers, communicating customer changes, requests, and variances to internal customers; resolving specimen problems between internal and external customers; obtaining additional information for and from customers to facilitate testing; investigating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers.
ESSENTIAL DUTIES:
1. Call critical laboratory results and document communication in Lab Information system.
2. Call stat laboratory results and document communication in Lab Information system.
3. Handle fax and call of result requests in Laboratory LIS System.
4. Sort results for mail to requests, enveloping and preparation for mailroom to send out via USPS.
5. Enter returned test add on requests into Laboratory LIS system, and re-sending out requests not received.
6. Works well without direct supervision.
7. Performs other miscellaneous duties as assigned.
This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.
STANDARD REQUIREMENTS:
1. Supports the Mission, Value and Vision of Beaumont Health (BH). Demonstrates personal commitment through active involvement in the performance improvement process.
2. Exhibits excellent customer service skills and behaviors toward internal and external customers and co-workers. Promotes positive public relations with patients/residents, family members, guests, and others.
3. Supports and adheres to all Beaumont Health's customer service, service excellence, and performance standards. Supports and participates with all required compliance standards that may be department specific and/or identified by the organizations including in-service training, acceptable attendance, uniform and dress code.
4. Adheres to HIPAA requirements and maintains confidentiality of all data, including patient/resident, employee and operations information.
5. Supports and participates in a collaborative team-oriented environment - cooperates and works together with all co-workers, plans and completes job duties, uses appropriate communications in sensitive and emotional situations and follows up as appropriate regarding reported complaints, problems and concerns.
6. Supports, cooperates with and demonstrates safe work practices and attitudes, follows safety rules - including universal precautions - reports and prevents/corrects unsafe conditions and behaviors, and participates in organizational and departmental safety programs.
7. Completes all required compliance standards that may be department specific and/or identified by the organization.
8. Maintains current licensure, registration and/or certification, as applicable, at all times.
STANDARD QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
A. Education / Training:
• High school diploma or equivalent required.
B. Work Experience:
• Microsoft/ Windows experience, type 30 wpm.
C. Certification, Licensure, Registration:
• None required.
D. Other Qualifications:
• Position requires excellent organizational, communication and customer service skills.
• Must be detail oriented.
• Must be able to handle multiple tasks concurrently; experience with multi-line communication systems and simultaneous use of multiple computer applications.
• Medical terminology and laboratory information systems experience preferred.
• Lab Customer Service Rep I must be able to work independently in a fast-paced business environment utilizing multiple systems (Soft Lab, Sunquest, Copath, Imaging, etc...) to fact find and problem solve while maintaining a cheerful demeanor.
• Special temperament needed to handle frustrated/upset customers and patients.
BENEFITS:
Corewell Health offers a comprehensive benefits package to meet your financial, health and life-work balance goals.

• NEW On-demand pay program - powered by Payactiv
• Generous paid time off, holidays and flexible scheduling
• Our employees receive special discounts on a wide range of products and services
• Exceptional health, dental, vision and prescription drug insurance plans
• Relocation assistance
• Generous retirement savings, disability insurance, identify theft protection and even home and auto insurance
• Free onsite parking at all campuses

This is where extraordinary begins. Find out where it can take you and your career. Apply Now!
Primary Location
SITE - Research Building - 3811 W 13 Mile Road - Royal Oak
Department Name
Lab - Reference Customer Service - CH East - North - Royal Oak
Employment Type
Part time
Shift
Day (United States of America)
Weekly Scheduled Hours
20
Hours of Work
7a-11a
Days Worked
Mon-Fri
Weekend Frequency
Every fourth weekend
CURRENT COREWELL HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.