Laboratory Customer Service Rep - Lab-Admin

Primary shift: 0900 - 1730

Secondary shift: 0730 - 1600

GENERAL SUMMARY:
The position is responsible for providing technical and general support to all users of services in Pathology and Laboratory Medicine, this includes CVPH and non CVPH MDs, NPs, MAs, PAs, nurses, office staff, patients. Responsibilities include: a general understanding of all laboratory depts. (clinical & anatomical), detailed knowledge in the use of relevant computer applications including, but not limited to Epic, Mayo Access, LabCorp Link, SharePoint Lab Portal, Microsoft Office and Intelliweb and data entry into MS Access and creation of spreadsheets in excel for data presentations.

They must also have the ability to use a multi-line phone system, to troubleshoot a wide variety of problems with remote fax, printer and centrifuge devices, to utilize troubleshooting tools, to accurately log phone calls, to appropriately escalate problems, and to coordinate resolution with other lab staff and additional hospital departments. Individuals provide front line support for a large number of applications in a complex technological and clinical environment.

Position performs varied professional services to ensure medical/surgical and diagnostic/ancillary services are accomplished in an efficient manner and that reimbursement is maximized.

QUALIFICATIONS:

Education/Skills Required:

1. Some college or Associate degree.
2. RHIT and/or CPC certification, coding experience is preferred.
3. Laboratory experience preferred.
4. At least two years of progressively responsible experience in a fast-paced customer service environment including multi-line phone coverage and extensive computer skills.
5. Experience with medical terminology & MS office also required.
6. Demonstrates a pleasant telephone manner, good diction and proper grammar. Above average oral communication/human relations skills through current performance reviews or references.
7. Demonstrates the ability to prioritize duties in a multi-tasking environment and resolve problems.
8. Demonstrated problem analysis and resolution skills.
9. Demonstrates excellent communication, interpersonal, and organizational skills required; experience interacting with managed care plans, insurance companies and third-party payers; ability to work with internal and external customers, including physicians, nurses, patients, and families.

LEARN MORE:

About the UVM Health Network: https://www.uvmhealth.org/about-uvm-health-network