Client Service Representative - Lab Support Services (Days, 40 Hrs/Week)

Shift: Full time, Days, Rotating weekends
40 Hrs/week
Reporting to the Laboratory Director with accountability to the Team Facilitator and Team, performs a variety of key laboratory services and customer service support duties including outpatient order entry, reimbursement related functions at point of service, maintenance of Standing Orders, Northwest Community Reference Laboratory (NCRL) registration, specimen processing and other related pre and post analytical functions in the Laboratory.

• The ability to work with minimal supervision, exercising independent judgment within stated guidelines and maintaining confidentiality.
• Provides instructions to patients on specimen collection and preparation required for laboratory tests. Provides information on all laboratory tests to physicians, physician offices, while following the consent guidelines of NCH; maintains files of consent forms. Responds to requests from Patient Financial Services and Health Information Management for records; locates previous lab reports as needed.
• Performs various clerical duties including filing original physician orders, statistical reporting of outpatient and NCRL activities. Maintains all equipment in the pre and post analytical areas (NCRL, Lab Services and Team Station); performs basic troubleshooting and call help desk as needed.
• Basic PC experience required.
• Inputs outpatient and NCRL client laboratory orders into the SMS computer system at the point of service according to compliance regulations; researches and resolves physician orders needing clarification by contacting the physician or office as needed. Identifies Medicare patients requesting services potentially not covered by the Medicare Plan according to compliance regulations; determines if the patient needs to complete an Advance Beneficiary Notice (ABN) for non-covered services prior to receipt of services; finds ICD9 code for test/procedure using the ICD-9 reference; determines estimated cost for services using the Charge Master (CDM) listing and informs patient of costs when services requested may not be covered. Receives, files and maintains laboratory standing and verbal orders according to compliance regulations.
• The analytical skills necessary to recognize specimen acceptability and incomplete requisitions/orders according to compliance regulations.
• The ability to maintain excellent customer service standards while under pressure in a variety of situations.
• The analytical skills necessary to interpret insurance information and medical necessity for the tests ordered during the registration process to ensure compliance regulations are followed for correct billing.
• Works with the Team Facilitator and other Team members to provide input related to internal process improvement, information system enhancements and increasing customer satisfaction.
• Adheres to all Northwest Community Healthcare standards, policies and procedures.
• The ability to perform moderately complex PC based processes using multiple programs along with excellent data entry skills.
• Knowledge of medical terminology/insurance billing preferred.
• Registers NCRL clients, verifying and entering patient demographics and insurance information for billing and collection purposes; faxes instructions to clients for retrieving missing information necessary for completing the registration process under compliance regulations. Records receipt of and processes all NCRL client specimens; verifies appropriate patient demographics, specimen acceptability; labels specimens for delivery to the laboratory departments while maintaining specimen integrity. Researches and resolves specimen processing issues with NCRL hospital staff, NCRL clients and ancillary departments.
• The interpersonal and communication skills necessary to interact effectively, via telephone or in person, with patients, patient’s families, physicians and hospital staff in a professional and courteous manner.
• Provides customer service and assistance to patients, physicians, physician offices, NCRL clients, hospital staff and ancillary departments according to NCH standards; provides laboratory test results by mail, courier or remote printers; prints lab results for patients on request following consent guidelines.
• The organizational skills to effectively prioritize and coordinate daily activities.
• The written skills necessary to communicate in a professional manner with all customers and NCH staff.
• The level of knowledge normally obtained through the completion of four years of High School. Some college level computer or business related courses preferred.
• Minimum of one year experience in direct customer service required; one year of applicable healthcare experience preferred.

PHYSICAL REQUIREMENTS:

• Requires light physical effort. May require frequent periods of standing or walking. May require frequent lifting or moving of lightweight material, occasional moving or lifting of average weight material, or rarely lifting or moving heavy weight material.
• The flow of work and character of duties involves normal mental and visual attention.

WORKING CONDITIONS:

• Conditions are acceptable. At least one unfavorable condition exists, that of risk of exposure to potentially hazardous materials and potentially infectious disease.

Primary Location
United States-Illinois-Arlington Heights
Work Locations
800 W Central - Hospital
Job
Office/Clerical
Shift
Day Job
Employee Status
Regular