Job Number: 439218
Category: Allied Health
Location: Dallas, TX, US
Department: 867978 – HL-OH Customer Service
Full/Part Time/PRN: Day Job
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information
Experience and Education
High school diploma or equivalent and one (1) year previous related laboratory experience preferred. One (1) year previous experience in Client Services required.
Main telephone liaison between the hospital and laboratory staff as well as between outside clients and laboratory staff, and as the liaison, will be in constant communication with patients, doctors & nurses throughout the facility and DFW.
**Other Duties: Performs other duties as assigned.
Answer incoming calls and either forward appropriately, assist the client by answering routine questions, or research the answers to more detailed questions and follow up with client to ensure understanding.
Maintains daily productivity goals and key indicators, including <5% call abandon rate and 95% of calls answered in <20 seconds. ensure confidentiality of patient information.
Utilize computer systems, including Epic and SunQuest, to determine status of tests, locate specimens, and research test cancellations.
Work closely with Specimen Processors and Phlebotomists to ensure proper specimens are drawn and that add-on tests can be done.
Work with point person in each laboratory section to ensure all section-specific questions are answered in a timely manner.
Retrieve patient reports from database programs for various labs to fax/mail, etc. to clients upon request.
Obtain client requests for supplies or transport media and ensure that the requests are processed in a timely manner.
Coordinate specimen pick-ups via online City Sprint Courier Services for on-campus and off-campus clients. Continuous review of the courier schedule to make certain specimens are picked up in a timely manner.
Obtain missing demographical information in requisitions by contacting the client when necessary.
Demonstrate ongoing competency skills, above level problem solving skills and decision-making abilities. Support and comply with the Quality Management Program.
Performs other duties as assigned.
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of: race; color; religion; national origin; sex; including sexual harassment; age; disability; genetic information; citizenship status; and protected veteran status. In addition, it is UT Southwestern policy to prohibit discrimination on the basis of sexual orientation, gender identity, or gender expression.