Lab Customer Service Coordinator

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A Brief Overview
This is a position within the Division of Anatomic Pathology. The Lab Customer Service Coordinator supports both operational and administrative functions within the Division. This multifaceted role serves as a key liaison between the division, clinicians, and outside hospitals/facilities, ensuring seamless communication across teams. The Lab Customer Service Coordinator safely and efficiently manages testing materials (eg. coordinates consults and clinical trial requests, retrieves and prepares cases for conferences), and oversees incoming samples through accessioning and triaging. The Lab Customer Service Coordinator will also respond to client and clinician inquiries, clarify orders, review patient information, and follow up as needed. In addition to operational duties, this role involves administrative tasks such as ordering supplies, developing job-aids, supporting training efforts, and tracking cases and projects. The Coordinator demonstrates independent judgment, excellent customer service skills, and the ability to manage multiple priorities at once.

What you will do

• Receives, Accessions, Triages, Stores, and Document Requisitions and Samples
  • Accessions cases in the laboratory information system. Checks in, triages and appropriately stores samples received for testing.
  • Triages issues related to test appropriateness, sample identification, test order clarification, and/or billing clarification. Escalates issues to leadership appropriately.
  • Documents any deficiencies per departmental and hospital policies.
  • Maintains specimen storage areas.
• Customer Service
  • Provides customer service coverage hours as assigned.
  • Oversees triaging/accessioning work pertaining to sample/data releases.
  • Responds to complex inquiries and assists stakeholders according to procedures and policies. Maintains constant line of communication with involved parties at all times. Answers telephones, routes and screens callers, takes messages and provides routine information to callers promptly and courteously. Retrieves messages from voicemail and e-mail, responding or routing messages appropriately.
  • Maintains organization and up-to-date status of divisional archival material.
  • Prioritizes requests for testing materials and paperwork. Ensures electronic documentation of specimen receipt and return to outside clients. Coordinates pick-up and delivery of testing material between departments, and between CHOP and outside clients. Ensures reports are promptly uploaded into patient chart when completed and received, where applicable.
  • Assists with production of patient and clinician educational and marketing materials.
• Administrative Coordination
  • Supports training of new team members performing triaging/accessioning.
  • Manages the distribution of workflow priority lists, as needed.
  • Gathers information for projects and to support faculty for their conferences, publication, etc.
  • Develops and maintains job aids including, but not limited to, guidelines for triaging/accessioning.
  • Helps to maintain databases of clinical patients or research study participants.
  • Reviews medical records and provides patient summaries.
  • Assists with investigating issues related to missing or mislabeled cases under the supervisor's guidance.
  • Other duties and administrative support projects as assigned/required.

Education Qualifications

• Associate's Degree Required
• Bachelor's Degree Medical/scientific field Preferred

Experience Qualifications

• At least one (1) year of experience related to clinical laboratories, customer service, and/or accessioning Preferred

Skills and Abilities

• Excellent phone etiquette (Required proficiency)
• Excellent oral and written communication skills, with attention to detail (Required proficiency)
• High level of interpersonal skills and the ability to negotiate diplomatically (Required proficiency)
• Excellent customer service and responsiveness (Required proficiency)
• Highly skilled with IS systems: Epic, Soft, Microsoft Excel and Word, FileMaker (Required proficiency)
• Ability to handle confidential materials (Required proficiency)
• Ability to handle multiple tasks (Required proficiency)
• Excellent time management skills (Required proficiency)
• Excellent organizational skills (Required proficiency)
• Attention to details (Required proficiency)
• Ability to function efficiently and professionally with minimum supervision (Required proficiency)
• Ability to identify problems and find effective solutions (Required proficiency)
• Ability to exercise independent judgment (Required proficiency)

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

Salary ranges are shown for full-time jobs. If you're working part-time, your pay will be adjusted accordingly.

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At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP's Compensation and Benefits.