Outreach Customer Service Representative, Lab Medicine

New Haven, CT
Feb 5, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.


Responsible for the documentation, communication, and dispatching of a wide variety of service and information requests from the Outreach clients of the Department of Laboratory Medicine to the appropriate laboratory staff. All responsibilities are performed in accordance with established department policies and procedures. This person must demonstrate outstanding customer service and the key behaviors outlined in the Hospital's Core Success Factors in all interactions. Assumes responsibility for keeping informed about changes in policies and procedures.

  • 1. Performs duties in order to provide high quality customer service, while following departmental policies. Creates and supports customer focused behavior. Possesses knowledge of all lab sections providing seamless information for all clients.
  • 1.1. Answers telephones within three rings using designated greeting including name and department.
  • 1.2. Efficiently utilizes various Lab Medicine computer systems and paper documentation to provide accurate information to the client.
  • 1.3. Reports laboratory test results to client offices using established protocols
  • 1.4. Demonstrates ability to respond appropriately (politely, calmly and efficiently) to all requests. Presents an excellent 'customer service' face of Yale New Haven Hospital to all callers.
  • 1.5. Assists all customers regardless of whether requested service is the direct responsibility of the Department of Laboratory Medicine.
  • 1.6. Gathers and redirects pertinent information to the appropriate department section personnel.
  • 1.7. Using appropriate resources provides client with accurate specimen collection and transport information, and knows when to refer questions beyond the scope of their knowledge.
  • 1.8. Provides customer with location, directions, and hours of all draw station sites.
  • 1.9. Performs daily check of Batch-Fax Log to ensure accurate, efficient, and complete automatic patient report delivery
  • 1.10. Documents customer service complaints and resolution
  • 1.11. Works effectively with other sections within the Department including front-end processing, send-out office, individual laboratories and central administration.
  • 1.12. Directs calls appropriately to other YNHH Departments as needed (e.g., Radiology, Surgical Pathology, Cytopathology) but always first attempting to solve the problem without need for the client to make another phone call.
  • 1.13. Collates problems and issues to identify trends in order to improve services to clients.
  • 1.14. Establishing relationships with Outreach clients in order to facilitate responsibilities.
  • 2. Demonstrates solid understanding of the efficient use of the ACD telephone system
  • 2.1. Utilizes a wide variety of systems to ensure operational effectiveness that include (but are not limited to) CCSS, SCM, MDLink, 4Medica, and Logician as well as the Departmental LIS.
  • 2.2. Assigns priorities to enable work to be completed on time.
  • 2.3. Successfully transfers in coming calls to appropriate staff using established Laboratory Medicine protocols and procedures
  • 2.4. Is consistently available to take in coming calls
  • 3. Demonstrates proficient use of all Laboratory Medicine and appropriate YNHH software programs that support efficient performance of customer service job duties
  • 3.1. Demonstrates proficiency in Soft Lab, Soft Media, Pware, and SDK as they apply to the efficient performance of the Customer Service role
  • 3.2. Demonstrates a clear understanding of Lab workflow processes
  • 3.3. Participates in departmental training activities and meetings.
  • 4. Performs all duties in accordance with established Laboratory Medicine policies and procedures
  • 4.1. Able to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demands. Selects priorities and organizes work to meet them.
  • 4.2. Participates in problem solving by either solving problems or bringing them to the attention of the manager.
  • 4.3. Provides information accurately and completely.
  • 4.4. Conducts oneself in a professional manner with strong customer service skills (greeting, smile, handshake, eye contact, voice, posture, grammar, grooming and dress).
  • 4.5. Follows departmental and Outreach customer service policies and directives.
  • 4.6. Discusses concerns and/or tasks with supervisor.
  • 4.7. Seeks out self improvement.
  • 4.8. Maintains patient and employee (staff) confidentiality.
  • 4.9. Complies with hospital and departmental attendance policy.
  • 4.10. Notifies supervisor of unplanned absences in a timely manner (to permit adequate coverage of the open shift.
  • 4.11. Returns from breaks and lunch on time.
  • 5. Demonstrates ability to perform multiple tasks simultaneously in a fast paced, high stress environment
  • 5.1. Demonstrates the ability to perform efficiently in a fast paced, high stress environment
  • 5.2. Presents a positive attitude to customers and co-workers
  • 6. Works well both independently and as part of the overall customer service team
  • 6.1. Demonstrates an organized and efficient work space
  • 6.2. Can work with minimal direction
  • 6.3. Identifies problems and presents solutions that benefit entire team
  • 6.4. Attends staff meetings and in service presentations

    Other information:

    High School Diploma or equivalent required.

    Minimum two years related telephone/customer service experience required. Preferred candidate would have strong computer and communication skills including medical terminology. Previous medical, clinical laboratory, or customer service experience desirable.

    Must be able to speak English clearly. Proficiency with Microsoft Word, EXCEL, and Access applications, and type at least 35 wpm preferred. Must be able to lift 50 lbs. Ability to handle stressful situations and demonstrate a potential for strong problem solving skills. Must be able to perform multiple tasks in a fast paced environment. Excellent interpersonal skills and the ability to maintain and foster excellent customer relations with Outreach clients are required. Must be able to perform tasks independently. Must be able to work effectively with Outreach and general Lab Medicine staff.

    Accountable for maintaining a pleasant, professional demeanor while providing an efficient, accurate, and thorough customer service experience for the client.

    Directly impacts Lab Medicine Outreach customer/client relations by determining needs of clients, and with the Assistant Administrative Manager and Marketing staff, developing proactive solutions to system problems.
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    Job Info

    Job: 4561

    Department: Lab Outreach Admin
    Category: Admin Support
    Status: Full Time
    Shift: EVENINGS
    Hours: 40.00