Job Description: GENERAL SUMMARY: The Client Services Representative is an integral member of the clinical diagnostic laboratory team responsible for representing the department by means of telecommunication.

Overall responsibilities center on responding to inquires made by users of the Mount Sinai Laboratory regarding clinical test specifications and communicating patient's test results and other data to healthcare professionals in a timely manner.

The ability to communicate effectively, multi-task and work under pressure is the key to success in this position, which also requires attention to detail and a commitment to achieving consistent customer satisfaction.

The CSR has access to confidential patient data available on the Lab Information System (LIS) and processes both incoming and outgoing telephone calls and faxes through an Automated Call Center program.

The CSR is responsible for assisting Mount Sinai Laboratory professional clients in retrieving current and archived clinical assay values and reports; he/she must also accurately communicate complex data regarding specimen acquisition and transport.

The CSR must also have the ability to properly communicate with State and City health departments, as required by law. In addition, the CSR performs duties related to problem discovery and resolution and works closely with the supervisory staff in Central Accessioning and other departments within the Center for Clinical Laboratories.

The CSR must also have a working knowledge of computers and must be capable of learning data procurement through utilization of the Laboratory Information System.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Responsible for receipt and follow-up of telephone calls for core laboratories including: Hematology; Chemistry; Endocrinology; Immunology and Microbiology.

Provide doctors and healthcare professionals with laboratory test results obtained from the Laboratory Information System.

60% of tim

2. Work with the LIS Call List Module to view and communicate critical values within the designated timeframe to the appropriate licensed professionals and in accordance with JCAHO and Mount Sinai Medical Board policies.

Call abnormal and amended results in addition to any specimen messages such as QNS, No Specimen Received and Patient Mismatches, as sent to the Call List by the Central Accessioning troubleshooters and laboratory personnel.

25% of tim

3. Receive and process requests from clients for laboratory test add-ons; assure compliance with related policies and procedures.

5% of tim

4. Receive calls from Outreach clients requesting Routine and STAT specimen pick-ups and accurately communicate the request to the off-campus courier dispatch.

3% of tim

5. Receive calls for on-campus Routine and STAT pick-ups and dispatch hospital-based couriers to the appropriate location.

3% of tim

6. Receive Outreach client requests for supplies, fill out appropriate form and communicate the request to the responsible laboratory personnel.

1% of tim

7. Sort daily confidential HIV reports, address and stuff envelopes for forwarding to hospital locations and private practice.

1% of tim

8. Communicate with reference and commercial laboratories for follow-up on pending or missing patient reports and available test results.

Work closely with the Central Accessioning reference lab Coordinator to resolve issues.

1% of tim

9. Receive requests from Outreach and Clinic locations for missing reports; print, then mail or fax reports according to the client's request.

1% of time Job Qualifications: MINIMUM REQUIRED EDUCATION: High School Diploma (or GED) and Graduate of a Medical Assistant Program (Medical Assistant Certification) MINIMUM REQUIRED EXPERIENCE: Medical office internship (as required for Medical Assistant Certification).

Mount Sinai Medical Center is an equal opportunity/affirmative action employer.

We recognize the power and importance of a diverse employee population and strongly encourage applicants with various experiences and backgrounds.

Mount Sinai Medical Center--An EEO/AA-D/V Employer.

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