Lab Call Center Tech

Overview

Receives and handles all incoming laboratory calls.  Communicates with client to manage and resolve their needs.  Obtain and prepare specimens for laboratory testing.  Perform clerical functions in the entry of laboratory data, reporting, and posting of laboratory reports Assists in training and monitoring of employees.

Responsibilities

• Transports and receives specimens with knowledge regarding age specific laboratory needs of the patient.
• Communicates and verifies information with clients/laboratory personnel regarding laboratory specimens and courier pickups.
• Performs clerical duties necessary to process laboratory specimens and reports.
• Inventories and stocks supplies. Checks, inspects and ensures proper storage and handling.
• Assists with Laboratory Processing Tech and referral testing area when needed.
• Assists with employee performance evaluations.
• Assists with employee counseling and guidance.
• Responsible for all documentation required for the tasks performed.
• Assists the Administrative Supervisor and Technical Specialist in training of pre-analytical employees.
• Provides input to the Administrative Supervisor on the work habits of preanalytical employees.assists in monitoring workflow in pre-analytical areas.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook.
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Qualifications

High school graduate or possess a GED certificate.  Preferable laboratory work experience, but not required. Must be able to operate general office equipment, appropriate laboratory equipment, and computers.

Abilities are demonstrated in areas of assigned responsibilities by successful completion of annual laboratory competency testing.  Must be able to read, write legibly, speak, and comprehend English.

Must have mobility sufficient to move about including standing, reaching, stooping/crouching, bending, lifting, turning and handling.  Able to stand, walk, and sit for long periods of time. Is able to lift a maximum of 50 pounds with frequent lifting and/or carrying objects weighing over 10 pounds. Vision and hearing must be normal or corrected to within normal. Normal color vision for those tasks requiring color differentiation. 

Includes exposure to human body fluids, disease, infection, laboratory chemicals and hazardous material.  Requires wearing common protective or safety equipment.  Physical presence on site is essential.  Able to perform the duties with or without reasonable accommodation.

Frequent interaction with others in the Laboratory and other departments in person, by telephone or by email, to resolve issues with patient care that are impacted by laboratory testing.  Due to the emotional and/or emergency nature of patient care some customers may be unpleasant, angry or discourteous in their requests for Laboratory services.