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Customer Service Officer (Medical Technologist)

Job Summary

POSITION SUMMARY: Provides customer service and laboratory-related communication regarding specimen submission and reporting of results to healthcare providers that use the UVA Medical Laboratories.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 1 year

Job Description/Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Communicates patient results clearly, accurately and effectively to laboratory clients.

a) Phone calls are answered in a timely manner.

b) Customer identifiers are obtained prior to release of laboratory results, in accordance with departmental policy.

c) Results are communicated accurately.

d) Excellent customer service skills are consistently demonstrated.

e) Information regarding critical laboratory results is communicated in accordance to departmental policy to customers and documented appropriately.

 

2. Serves as a resource to clients regarding test requirements, specimen submission and other laboratory policies and procedures.

a) Providers are contacted in a timely manner to obtain required requisition or specimen information that has not been provided.

b) Providers are informed in a timely manner when laboratory testing cannot be performed.

c) Testing requests are cancelled when appropriate and in accordance with departmental policy.

d) Information related to problems and their resolution is consistently documented.

e) Requests for add-on testing are completed in a timely manner.

 

3. Serves as a dispatch service for lab couriers.

a) Calls for specimen pickup and distribution of lab supplies are communicated to the appropriate courier in an accurate and timely manner.

b) Problems encountered with courier services and client services are reported to the appropriate supervisor in a timely manner and documented in accordance with department policy.

c) Clients are notified in a timely manner when changes in business hours are anticipated (ex. inclement weather), and alternative pick-up schedules are arranged.

 

4. Coordinate various aspects of client services quality assurance and compliance functions.

a) Standing orders for laboratory phlebotomy and testing are maintained, documented and updated on an annual basis.

b) Audits of outpatient manual requisition order entry are conducted in accordance with departmental policy, and results are reported to appropriate leaders.

c) Steps to resolve deficiencies identified during audits are initiated in a timely manner.

d) Documentation logs of rejected specimens and resolution of problems are maintained in an accurate and timely manner.

 

5. Performs area-specific support activities.

a) Accuracy and quality are maintained for activities assigned.

b) Specific support functions are handled in an organized and timely fashion.

c) Deadlines for activities are met.

d) Specific support functions are handled in accordance with departmental policies and procedures.

 

MINIMUM REQUIREMENTS:

-Bachelor Degree in Medical Technology (MT)

- Bachelor Degree in Medical Field (or) Experienced in Medical Field

- Experience: Minimum of 1 year of Specimen Management, Phlebotomy, or Laboratory Customer Service

- Repetitive motion: typing. Proficient communicative, auditory and visual skills; Attention to detail and    ability to write legibly; May be exposed to fumes, chemicals, blood/body fluids and infectious disease.

 

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