Scheduling/Customer Service Representative - UNCH Childrens Svs Raleigh Lab

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

This is primarily a phlebotomist position

In 1973 the clinical laboratories of the North Carolina Memorial Hospital united to form the McLendon Clinical Laboratories (MCL) and were given the responsibility for all of the clinical laboratory studies performed for patient care in the medical center. In 1987 the Anatomic Pathology Services were merged into this group. The resulting McLendon Clinical Laboratories provide consolidated direction and management of the various laboratories offering clinical laboratory and pathology studies for patient care at the UNC Medical Center, the Hillsborough campus, satellite laboratories, outreach clients, and reference testing for the UNC Health Care System. The mission of the UNC Medical Center is to be the nation's leading public academic health care system. The McLendon Clinical Laboratories support this mission in providing excellence in patient care, research, and innovation. There are multiple venues where Customer Service Reps may be employed within McLendon Clinical Laboratories. The purpose of the Customer Service Rep positions in the Outpatient clinics is to support patient testing by collecting specimens for laboratory testing including performing activities associated with obtaining and preparing specimens such as ordering and accessioning specimens and/or registering patients in Epic. Customer Service Reps in some locations may perform waived point of care testing. Customer Service Reps may also work in the McLendon Labs Call Center and their duties will include filling supply orders for Outpatient clinics and notifying providers of critical lab values. Phlebotomy is traditionally not included in the duties of the Call Center employees. Duties and Responsibilities include but are not limited to the following. Assigned responsibilities will vary in percentage of duties performed based upon location of the site at which the Customer Service Rep works.

Responsibilities:

General:

• Follow all written laboratory policies and procedures. Customer Service Reps must adhere to the laboratory and hospital polices and procedures for both patient and employee safety.
• Work in teams as well as independently to complete the daily workload in an efficient manner insuring that all turn-around -times are met.
• Demonstrate professional and courteous communication with employees, patients and visitors at all times according to the behaviors and scripting provided.
• Participate in continuing education and maintain sufficient current education hours to keep certification current if applicable.
• Demonstrate critical thinking and deductive reasoning while performing daily tasks.
• Demonstrate competency through annual competency assessments.
• Maintain appropriate documentation as required by procedures and processes being performed.
• Follow all employee safety protocols. The laboratories contain biological, chemical, and electrical hazards. Appropriate PPE must be in use at all times.
• Abide by all CAP, OSHA, CLIA, and JCAHO regulatory guidelines and policies.
• Maintain confidentiality of protected health information as prescribed by HIPAA.
• Participate in quality improvement activities.

Phlebotomy:

• Perform collection of patient specimens as required by specific laboratory location.
• Interact with laboratory computer systems to document specimen collection and manage patient orders.
• Participate in the training of students and employees.
• Confer with other medical professionals related to the specifics of specimen collections.
• Phlebotomist duties

Testing Support:

• Prepare specimens for testing, assess appropriateness of specimen and accession specimens into the laboratory computer system.
• Prepare specimens for shipment or receive specimens into the laboratory.

Patient Registration:

Customer Service Reps that work in outpatient clinics will also be required to perform patient registration in Epic. Appropriate Epic training and access will be required to complete registrations.

Call Center functions:

Customer Service Reps that work in the call center notify physicians of critical lab values within laboratory defined time frame metrics, as well as document the notification within Epic. Customer Service Reps also fulfill order requests from Outreach clinics upon demand.

Other information:
Education Requirements:
* High School Diploma or GED plus one year of related experience or training required.
Licensure/Certification Requirements:
* No licensure or certification required.
Professional Experience Requirements:
* Prefer experience in healthcare setting with exposure to patient registration or scheduling, or insurance authorization processes. Requires exceptional customer service and organizational skills. Medical terminology desired.
Knowledge/Skills/and Abilities Requirements:
* LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. MATHEMATICAL SKILLS Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to define problems, collect data or information, establish facts, and draw valid conclusions. Ability to develop independent solutions.

Legal Employer: STATE

Entity: UNC Medical Center

Organization Unit: UNCH Childrens Svs Raleigh Lab

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.84 - $26.77 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: US:NC:Raleigh

Exempt From Overtime: Exempt: No

This is a State position employed by UNC Health Care System with UNC Health benefits. If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.