Pathology Customer Service Rep

Beth Israel Lahey Health • Boston, MA • 4d ago

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.

Job Description:

Job Summary: Communicates daily with internal BIDMC customers including Laboratory, Nursing, Unit Coordinators, Practice Coordinators, Patients, Public and other related departments. Provides clerical support for a variety of service areas by accepting phone requests, dispatching calls and answering relevant questions for Laboratory.

Essential Responsibilities:

Prints report copies and faxes and/or calls STAT results and requests by client. Enters written add-on test requests into the computer accurately and in a timely manner. Prints worksheets, troubleshoots problem specimens and contacts client regarding follow-up.

Answers telephone promptly within 20 seconds. Serves as primary interface between the laboratory and all external clients. Answers and processes telephone calls in a polite and courteous manner when dealing with all customers, internal and external. Receives, documents, and follows though on all incoming and outgoing calls to Customer Service in a timely manner.

Telephones and/or pages appropriate individuals, as necessary, and relays pertinent information or instructions. Communicates all client concerns and issues to the Clinical Supervisor or Clinical Manager.

Ensures client's needs are met by answering all questions and concerns to the caller's satisfaction, rarely transferring the caller. Answers questions and provides information regarding laboratory services, test information and specimen requirements.

Required Qualifications:

High School diploma or GED required .

0-1 years related work experience required.

Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.

Preferred Qualifications:

Minimum typing skills of 40WPM with a 95% accuracy.

Competencies:

Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

Pay Range:

$19.50 - $26.24

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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