The Laboratory Support Associate is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining department wide communications while demonstrating a high level of customer service and ensuring pertinent information is distributed appropriately.

Job Relationships

Reports to the Laboratory Technical Manager

Principal Responsibilities

• Greets, receives, and screens patients and telephone calls in courteous and business-like manner.
• Assist in answering Laboratory FAQs using flow charts provided.
• Demonstrates a high level of customer service by answering, routing, and documenting incoming calls, faxes, and emails in an accurate and timely manner.
• Ascertains needs and directs accordingly, documents call in Laboratory Information System (LIS); contacts patients; arranges follow-up laboratory needs by telephone.
• Answers questions with non-confidential information; resolves minor complaints; refers more difficult problems, calls and complaints to appropriate supervisor and/or management.
• Demonstrates an advanced knowledge of the department, the location of SC departments, satellite Lab locations and hours of operations for all SC Lab sites.
• Communicates appropriately and clearly to managers, nurses, coworkers, and physicians.
• Faxes patient results and checks the fax log regularly throughout the day to ensure all outgoing faxes were successful. Resend any failed faxes or work failed fax list.
• Communicates with outside vendors for the pickup and distribution of medical records.
• Scan orders and results into patient charts or to the applicable internal or external providers.
• Maintains department records, reports, and files as required.
• Maintain a positive attitude and professional behavior in working to achieve departmental goals.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• High School graduate or GED required.
• Minimum of one (1) year of medical office and/or phone experience preferred.

Knowledge, Skills and Abilities

• Proficient and accurate typing skills required.
• Knowledge of medical terminology is preferred.
• Excellent attendance in previous work environment.
• Demonstrates intermediate computer skills and knowledge of computer software programs.
• Effective verbal, written and interpersonal communication skills.

Working Environment.

• Office type environment requiring extended periods of sitting.

PHI/Privacy Level

• HIPAA1