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Laboratory Support Associate - Springfield Illinois
Company: Springfield Clinic
Location: Springfield, Illinois
Posted On: 05/16/2024
The Laboratory Support Associate is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining department wide communications while demonstrating a high level of customer service and ensuring pertinent information is distributed appropriately.
Job Relationships
Reports to the Laboratory Technical Manager
Principal Responsibilities
- Greets, receives, and screens patients and telephone calls in courteous and business-like manner.
- Assist in answering Laboratory FAQs using flow charts provided.
- Demonstrates a high level of customer service by answering, routing, and documenting incoming calls, faxes, and emails in an accurate and timely manner.
- Ascertains needs and directs accordingly, documents call in Laboratory Information System (LIS); contacts patients; arranges follow-up laboratory needs by telephone.
- Answers questions with non-confidential information; resolves minor complaints; refers more difficult problems, calls and complaints to appropriate supervisor and/or management.
- Demonstrates an advanced knowledge of the department, the location of SC departments, satellite Lab locations and hours of operations for all SC Lab sites.
- Communicates appropriately and clearly to managers, nurses, coworkers, and physicians.
- Faxes patient results and checks the fax log regularly throughout the day to ensure all outgoing faxes were successful. Resend any failed faxes or work failed fax list.
- Communicates with outside vendors for the pickup and distribution of medical records.
- Scan orders and results into patient charts or to the applicable internal or external providers.
- Maintains department records, reports, and files as required.
- Maintain a positive attitude and professional behavior in working to achieve departmental goals.
- Comply with the Springfield Clinic incident reporting policy and procedures.
- Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
- Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
- Perform other job duties as assigned.
Education/Experience
- High School graduate or GED required.
- Minimum of one (1) year of medical office and/or phone experience preferred.
Knowledge, Skills and Abilities
- Proficient and accurate typing skills required.
- Knowledge of medical terminology is preferred.
- Excellent attendance in previous work environment.
- Demonstrates intermediate computer skills and knowledge of computer software programs.
- Effective verbal, written and interpersonal communication skills.
Working Environment.
- Office type environment requiring extended periods of sitting.
PHI/Privacy Level
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