Lab Customer Service Rep

Summary: UNC Health is an inclusive organization dedicated to improving the health and well-being of the communities they serve. The Lab Customer Service Rep provides customer services, schedules services, and performs phlebotomy within the UNC Rex Laboratory departments. Responsibilities: - Wears appropriate PPE at all times - Replaces PPE that is soiled or damaged - Maintains a professional work area throughout the shift - Ensures at the end of the shift that supplies are restocked, bench tops and any soiled areas are cleaned - Demonstrates appropriate Customer Service skills when answering the phone, taking and giving messages, transferring calls and reporting laboratory results verbally and/or by fax - Ensures communication with coworkers is done in a professional manner - Works collaboratively with all areas to ensure accuracy and completeness of procedures and processes - Answers telephone within three (3) rings and provides information to optimize laboratory communication - Notifies doctor, nurse or unit staff if collection will be delayed or cancelled - Maintains proficiency in both the Hospital ADT system and the LIS/IT computer programs - Registers patients and orders test in appropriate computer system as required - Keeps current with insurance updates and software changes - Receives and places orders for laboratory services - Retrieves laboratory results from hospital EMR for physicians and patients - Obtains demographic information from patients or from the laboratory requisition - Enters accurate information into the appropriate information system - Completes all federal and regulatory forms required for the registration process including obtaining signed consents and financial agreements - Orders laboratory tests directly into the electronic medical record - Performs specimen collection by venipuncture, fingerstick and culture techniques as required following documented policies and procedures - Provides instructions for patients and customers regarding appropriate specimen collections - Verifies specimen requirements and appropriate collection procedures prior to specimen collection - Maintains positive patient identification throughout the collection process - Collects urine and blood alcohol specimens in compliance with documented chain of custody procedures - Assures appropriate forms are utilized with complete and accurate information and documentation - Registers Outreach specimens according to standard operating procedure - Sorts courier drop offs and documents on received log - Registers specimens and orders appropriate test - Accurately labels specimens according to standard operating procedures - Follows proper protocol to ensure the integrity of all laboratory specimens - Maintains departmental supplies and inventory - Prepares solutions, reagents and stains following standard operating procedures - Alerts appropriate staff of inventory concerns - Uses reagents with shorter expiration before using those with longer expiration dates - Ensures samples and reagents are stored in the appropriate location and are discarded at the proper intervals - Responsible for training, education and required reading - Assists in training and education of new and fellow employees - Responsible for reading procedures during training and subsequent revisions - Must document review of revised and new standard operating procedures prior to the approval date - Expected to assist with writing, revising and validating of standard operating procedures as requested - Responsible for review and acknowledgement of mandatory policies, job description and completion of annual safety training within the time frames established by the organization - Maintains continuing education requirement per year according to policy - Completes competency materials within established time period Required Qualifications: - High school or GED - If high school diploma, one (1) year of phlebotomy experience required - If graduation from a phlebotomy program, no previous experience is required Preferred Qualifications: - Phlebotomy certificate strongly preferred Required Skills: Phlebotomy, Specimen Collection, Venipuncture, Fingerstick, Culture Techniques, Laboratory Information System (LIS), Electronic Medical Record (EMR), Patient Registration, Specimen Labeling, Inventory Management, Standard Operating Procedures (SOP), Chain of Custody Procedures, Customer Service