The Lab Service Representative is responsible for identifying and meeting the needs of laboratory customers. Key duties include providing information, resolving issues related to test requests, submission requirements, and result status, and using information systems to track client encounters. Depending on the location, specimen collection may be a primary duty.

Key Responsibilities:

• Interact with laboratory customers to address test requests, specimen requirements, supplies, results, and Laboratory Information Systems (LIS).
• Provide strong customer service by demonstrating communication, teamwork, reliability, and sensitivity.
• Utilize service recovery tools to address customer concerns effectively.
• Perform Laboratory Assistant duties, including specimen collection, processing, testing, and reporting, as applicable.
• Coordinate expedited handling of routine and special test requests, including specimen processing, transportation, and reporting.
• Train employees, students, and laboratory customers, which may involve site visits.
• Implement systems to track client encounters and ensure timely follow-up.
• Maintain and report performance metrics on laboratory service standards.
• Comply with departmental and institutional policies, including safety, quality, and infection control standards.
• Perform other related duties as assigned.

Additional Information:

• Experience with Epic and Atlas LIS is preferred.
• Knowledge of billing and prior authorization processes is desired.
• Competency with Microsoft Office software is a plus.