At arenaflex, we are committed to delivering exceptional patient care and service excellence in a fast-paced and dynamic environment. As a Laboratory Medicine Call Center Specialist, you will play a vital role in providing top-notch customer service to patients, healthcare providers, and other stakeholders. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing high-quality patient care and innovative medical services. Our mission is to deliver exceptional patient experiences, foster a culture of excellence, and promote a collaborative work environment. We are committed to attracting and retaining top talent who share our values of integrity, patient-centered care, respect, accountability, and compassion.
**Job Summary**
As a Laboratory Medicine Call Center Specialist, you will be responsible for responding to a high volume of patient and provider calls, providing accurate and timely information, and resolving complex issues in a fast-paced and dynamic environment. You will work closely with our laboratory medicine team to ensure seamless communication and coordination of patient care. If you are a customer-focused individual with excellent communication skills and a passion for delivering exceptional patient care, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Respond to patient and provider calls in a timely and professional manner, providing accurate and relevant information about laboratory test results, billing, and other related matters.
* Utilize various laboratory medicine computer systems and paper documentation to provide accurate information to patients and healthcare providers.
* Communicate effectively with patients, healthcare providers, and other stakeholders to resolve complex issues and concerns.
* Collaborate with the laboratory medicine team to ensure seamless communication and coordination of patient care.
* Maintain accurate records and documentation of patient interactions, including comments and notes on the orders in the EMR.
* Identify and resolve issues related to billing, insurance, and non-covered balances.
* Direct calls to other departments as needed, while attempting to solve problems without requiring additional phone calls.
* Document customer service complaints and resolution as per arenaflex policies and procedures.
* Work effectively with other sections within the department, including front-end processing, send-out office, individual laboratories, and central administration.
* Establish relationships with outreach clients to facilitate responsibilities.
* Perform daily checks of batch-fax logs to ensure accurate, efficient, and complete automatic patient report delivery.
* Fax failed communications to ensure all clients receive their test results in a timely manner.
* Add-on lab tests to existing tests for clients, understanding stability requirements and sample types involved.
* Review Epic follow-up lists to call patients when their samples need recollection and explain situations in a professional manner.
* Cancel laboratory testing as requested by healthcare professionals calling into the laboratory medicine customer service.
* Update and correct CC physicians in Epic to route testing to the appropriate clients.
* Participate in problem-solving by either solving problems or bringing them to the attention of the manager.
* Adhere to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates.
**Essential Qualifications**
* High school diploma or GED required; Bachelor's Degree in a business-related field preferred.
* One to two years' work experience in a customer service environment, preferably in a hospital or physician office with patient interaction.
* Strong computer and communication skills, including medical terminology.
* Previous medical, clinical laboratory, or customer service experience desirable.
* Self-directed, well-organized, and team-oriented skills with the ability and desire to educate and convey instructions to patients and their families.
* Proficiency with Microsoft Word, Excel, and Access applications, and type at least 35 wpm preferred.
* Ability to multitask and reprioritize in response to fluctuations in volume.
* Strong interpersonal skills and ability to build rapport with a wide variety of individuals, including clinical staff.
* Basic understanding of phlebotomy and medical terminology.
* Excellent investigative, critical thinking, and problem-solving skills.
* Intermediate computer skills and the ability to adapt to various programs/systems.
* Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow.
* Ability to provide training or in-service to other staff, students, and other areas within the department and hospital.
* Maintain calm and positive attitude in stressful situations.
* Ability to respond to changing workload and work environment.
* Must be able to work in a fast-paced environment.
* Must have the ability to always maintain professionalism.
* Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.
**Preferred Qualifications**
* Bachelor's Degree in a business-related field.
* Previous experience in a laboratory medicine or customer service environment.
* Strong knowledge of laboratory testing and specimen handling guidelines.
* Ability to work independently and make decisions with minimal supervision.
* Excellent problem-solving skills and ability to think critically.
* Ability to work effectively in a team environment and build strong relationships with colleagues.
* Strong communication and interpersonal skills, with the ability to interact with patients, healthcare providers, and other stakeholders.
**Skills and Competencies**
* Excellent communication and interpersonal skills, with the ability to interact with patients, healthcare providers, and other stakeholders.
* Strong problem-solving skills and ability to think critically.
* Ability to work effectively in a team environment and build strong relationships with colleagues.
* Self-directed, well-organized, and team-oriented skills with the ability and desire to educate and convey instructions to patients and their families.
* Proficiency with Microsoft Word, Excel, and Access applications, and type at least 35 wpm preferred.
* Ability to multitask and reprioritize in response to fluctuations in volume.
* Strong knowledge of laboratory testing and specimen handling guidelines.
* Ability to work independently and make decisions with minimal supervision.
* Excellent investigative, critical thinking, and problem-solving skills.
* Intermediate computer skills and the ability to adapt to various programs/systems.
* Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow.
* Ability to provide training or in-service to other staff, students, and other areas within the department and hospital.
* Maintain calm and positive attitude in stressful situations.
* Ability to respond to changing workload and work environment.
* Must be able to work in a fast-paced environment.
* Must have the ability to always maintain professionalism.
* Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to support your career growth and development.
* Opportunities for advancement and professional growth within the organization.
* Collaborative work environment with a team of experienced professionals.
* Access to ongoing education and training programs to enhance your skills and knowledge.
* Competitive salary and benefits package.
* Recognition and rewards for outstanding performance and contributions to the organization.
**Work Environment and Company Culture**
* arenaflex is a dynamic and fast-paced organization with a strong commitment to patient care and service excellence.
* Collaborative work environment with a team of experienced professionals.
* Opportunities for advancement and professional growth within the organization.
* Access to ongoing education and training programs to enhance your skills and knowledge.
* Competitive salary and benefits package.
* Recognition and rewards for outstanding performance and contributions to the organization.
**Compensation, Perks, and Benefits**
* Competitive salary and benefits package.
* Opportunities for advancement and professional growth within the organization.
* Access to ongoing education and training programs to enhance your skills and knowledge.
* Recognition and rewards for outstanding performance and contributions to the organization.
* Comprehensive training program to support your career growth and development.
* Collaborative work environment with a team of experienced professionals.
**Conclusion**
If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team as a Laboratory Medicine Call Center Specialist. arenaflex offers a comprehensive training program, opportunities for advancement and professional growth, and a collaborative work environment with a team of experienced professionals. Apply today to take the first step towards a rewarding career in healthcare!
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