Laboratory Support Technician (Lab Office) - Evenings

Full Time (80 hours/pay period)

Evenings

General Summary

Under the supervision of the Laboratory Client Services Manager, performs clerical and patient/customer support duties in support of all divisions of WellSpan Laboratory locations throughout the WellSpan Health system. The schedule is Monday - Friday; 3:00pm - 11:00pm. Position includes every 3^rd weekend from 2:30pm - 10:30pm (generally given the Friday before, and the Monday after the weekend off; but this is flexible to the needs of the employee and department). Also works 2 rotating WellSpan approved Holidays per year from 2:30pm - 10:30pm.

Duties and Responsibilities

• Provide the highest level of customer service to all incoming calls from patients, providers, and other customer. Common requests include requests include (but are not limited to) for reports to be faxed to the provider or facility, hours and locations of the collection sites in their area, add on testing, prices of testing, transfer to a specific division of the Lab (Core Lab/Central Processing, Microbiology, Anatomic Pathology, Blood Bank, Molecular), STAT requests from nursing homes, page the pathologist on call, expected "turn around"/completion of tests, etc..
• Monitor and complete tasks as soon as possible on the "Follow-Up Worklist". These tasks include requests to call results, fax results, outpatient recollects, and expiring standing orders.
• Investigate and resolve issues related to cancelled and missed tests to determine if there is another specimen that was collected that would be appropriate to complete the cancelled or missed testing.
• Monitor and complete the failed fax list.
• Consults with the appropriate clinical and non-clinical staff to resolve issues and concerns from patients, providers and other customers.
• Nursing home billing; manage the current lists of "Part A" patients for all partner facilities. Including the research and updating billing when changes occur.
• Complete service requests to update the EPIC provider maintenance file when it is verified a provider has a change in demographic information.
• Work assigned billing work queues.
• Communicate in "real time" any "ongoing" situations that may need addressed by your co-workers in the Lab Office, Lab(s), and other WellSpan departments.

Required for All Jobs:

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Lab/healthcare experience helpful, but not required

Courses and Training:

• Medical Terminology. Preferred

Physical Demands:

• Prolonged sitting (workstations provide opportunity to work standing)

Knowledge, Skills, and Abilities:

• Excellent collaboration, communication and customer service/experience skills, as demonstrated by active listening, open discussion, giving and receiving constructive and positive feedback, and providing accurate and complete information in a timely manner.
• Strong assessment and problem-solving skills.
• Strive to prevent and resolve conflict that builds an environment of trust and respect among the lab office team, and others we interact with.
• Strong computer skills, and willingness to learn new and upgraded software packages.