Customer Service Representative Lab

CHI Mercy Health offers the unique opportunity to grow professionally in a supportive highly rewarding work environment and to satisfy your soul in the surroundings of a breathtakingly beautiful natural setting. More than 100 years after the founding of our organization the core values - Compassion Inclusion Integrity Excellence and Collaboration - that guide our interactions with our patients and each other remain the same. In the welcoming embrace of these nurturing communities you will feel immediately at home. 

Roseburg is located on Interstate 5 in Southern Oregons scenic Douglas County. The community is nestled in a lush forested region known as the 100 Valleys of the Umpqua. In many places you’ll find it hard to maintain a healthy work-life/personal-life balance because the pace of one is indistinguishable from the other. Not here. Life never stops here but it slows to an easy welcome pace. A traffic jam means you missed the yellow and have to wait for the next green. A terrible parking space is the one across from the restaurant instead of in front of it. And the three words you may never hear are “Wow that’s expensive.” Easy is the best way to describe life here. Hard-to-beat works too.

Pay Scale: $16.67 - $22.36

Shift: Monday - Friday 7:30am - 4pm

Job Summary:

Provides high quality customer service and technical support by telephone.  Maintains positive client/staff relationship through timely, courteous, accurate and efficient handling of all calls. Provides technical support to ensure the quality of specimens for laboratory testing.

Essential Functions:

• Acts as a primary resource for outpatient staff, physicians and clients for laboratory questions as well as laboratory services and specimens.
• Collaborates closely with specimen processors to add on tests and ensure proper follow through to ensure that testing is completed.
• Keeps accurate and comprehensive phone logs of all incoming and outgoing calls.
• Coordinates and dispatches courier services as needed. Ensures that stat and routine specimens are delivered to the lab in a timely manner.
• Reviews lab orders including providing feedback to lab assistants regarding order issues and logging errors into the error log spreadsheet. Provides appropriate correction and follow up to the patient order.
• Addresses concerns by researching issues and identifying resolutions. Uses advanced troubleshooting skills to make determinations regarding course of action and alternatives.
• Documents issues from start to finish in a clear, concise manner. Ensures all parties are updated throughout the process. Tracks issues and ensures supervisor is able to access data for quality improvement.
• Responsible for customer service support for the Laboratory including receiving and routing telephone calls.
• Other duties as assigned by management.

License/Certification:

• Phlebotomy certification required.

Experience:

• Three (3) years full time Laboratory experience
• Able to adjust to change, handle interruptions and function with changing circumstances.
• Able to work independently while promoting a team environment.
• Must have outstanding interpersonal skills and be able to provide excellent customer service.
• Knowledge of medical laboratory terminology and training in medical secretarial science preferred.

Education:

• High school diploma or GED required.