Client Services Rep -- CAMC LabWorks -- Chesterfield - Charleston Area Medical Center : Job Details

Job Summary

Respond to all client's problems, questions, or concerns about any blood test or service that CAMC labs offer. Daily review of Client Interface and correction of issues in multiple queues (Atlas/Sunquest Bi-Directional Interface). Issue queues include but are not limited to order errors, demographics, diagnosis codes, medical necessity, and other data sent via interface. Issues for interface will be corrected daily via contact with client, physicians, lab personnel, and other resources as needed. Maintain Outreach log on Microsoft list for all laboratory departments.

Responsibilities

* Receive and respond to all client inquiries, requests, and complaints regarding lab services and notify relevant parties as necessary.

* Act as a liaison between lab, client, hospital and/or physician office to obtain necessary testing information.

* Quote test fees to clients.

* Report test results to clients, physician offices, other CAMC departments, etc.

* Update and maintain all client/customer account information.

* Review reports for accurate and complete information; send designated reports to physican offices, clients, hospital departments, etc.

* Utilize computer programs [including but not limited to: HIS, LIS, Co-Path, Henacare, BACT/ALERT, Microscan DMS] to create logs and patient reports, order tests, generate labels, perform result entry functions, miscellaneous charge functions, verify and correct patient demographics, track blood products, enter product availability notification, and enter/update billing information.

* Order supplies as needed.

* Maintain daily log sheets to document specified activity within the lab; maintain call list throughout the day and fax results from calls from offices and on call list.

* Admit patients to LIS/HIS and use LIS programs correctly for specimen tracking, chart directionals, and inquiries. Registers patients in HIS using both CAMC and SHS regions, ensuring that the correct information in entered into client bills, commercial bills, and Medicare billing. Take appropriate action when no ABN is received or when no diagnosis code is given.

* Distribute specimen requirements to doctors offices, phlebotomy stations, and hospitals/clients.

* Resolve issues regarding billing information, test needed, and specimen received, etc. for CAMC processing and pathology/cytology.

* Performs, prepares, and monitors quality control procedures appropriate for department.

* Provide CPT codes to clients as needed.

* Responsible for problem solving issues such as missing specimens, incorrect names, missing reports and wrong tests.

* Assist phlebotomy with ordering, test codes, specimen requirements, reports, specimen handling, and mailouts.

* Code pathology and cytology (non-genitals) for billing department.

* Exercise appropriate judgment skills and sound clinical knowledge when dealing with physicians, patients, visitors, and other hospital department personnel.

* Interpret and translate physician orders into test order codes, with follow-up of unclear orders.

* Reviews Ques in Atlas/Sunquest/Clinisys system for bidirectional interface orders coming from outreach clients.

* Corrects issues from Ques daily to ensure all laboratory orders coming from clients are correct and lab specimens will be completed as ordered.

* Maintains a Paperless Outreach Problem Log in Microsoft Lists. A shared log between all lab

departments of the hospital and client service department.

* Updates Paperless Outreach daily, ensuring all specimens/labs are completed timely.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact)

The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department's identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement

Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities

(Essential duties common to all positions)

1. Maintain and document all applicable required education.

2. Demonstrate positive customer service and co-worker relations.

3. Comply with the company's attendance policy.

4. Participate in the continuous, quality improvement activities of the department and institution.

5. Perform work in a cost effective manner.

6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.

7. Perform work in alignment with the overall mission and strategic plan of the organization.

8. Follow organizational and departmental policies and procedures, as applicable.

9. Perform related duties as assigned.

Education

* High School Diploma or GED (Required) Experience: 2 Years - Phlebotomy, Patient Registration or Health Unit Coordinator

Credentials

* No Certification, Competency or License Required

Work Schedule: Days

Status: Full Time Regular 1.0

Location: Chesterfield

Location of Job: US:WV:Charleston

Talent Acquisition Specialist: Tamara B. Young [email protected]