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.
Under the general supervision of the Outreach Phlebotomy and Customer Service Manager of Laboratory Medicine, this position is responsible for a variety of functions to support the outreach endeavors of the department. This position will also serve as a back up customer service representative in the Laboratory Medicine Call Center as needed.
1. Interacts with clients and coworkers in a professional manner at all times 1.1. Provides exceptional customer service to all Outreach clients 1.2. Interacts with coworkers in a polite, professional manner at all times 1.3. Troubleshoots client problems quickly and effectively and triages problems beyond scope to Outreach Manager or Marketing Coordinator as appropriate. 1.4. Responsible for responding to client calls for assistance and effectively and quickly resolving all issues by collaborating with appropriate managers and medical directors to facilitate responses. Notifies manager of client issues and resolutions. 2. Provides clerical and office support to Outreach Manager and Outreach Marketing Coordinator. 2.1. Creates and maintains all outreach client files using sources provided by the Outreach Marketing Coordinator, creates potential client lists for the Marketing Coordinator. 2.2. Under the supervision of the Outreach Manager or Marketing Coordinator, prints both monthly and ad hoc marketing reports. 2.3. Orders and organizes any marketing materials or supplies needed for the outreach department. 2.4. Responsible for creating and maintaining the files of employees included in the Outreach Manager's span of control 2.5. Responsible for assisting the outreach manager in coordinating the opening/closing/moving of draw station locations. 2.6. Facilitates service recovery initiative for the customer service department. 3. Performs general office duties as required by the Lab Medicine Outreach section 3.1. Provides general office support for Outreach Manger and Outreach Marketing Coordinator. Duties include all tasks necessary to insure the efficient operation of the Lab Medicne Outreach section. 3.2. Answers phones in a pleasant and courteous manner. Screens and forwards calls to appropriate person and/or takes accurate and complete messages and/or responds to caller in an appropriate manner. 3.3. Schedules meetings in a prompt and timely fashion with accuracy as to location, participants and date/time. 3.4. Regularly maintains work area and office equipment in a neat and functioning order. 3.5. Formats, drafts and types letters, forms, memos, reports, etc. as requested by the Outreach Manager or Marketing Coordinator in a timely fashion to meet established deadlines with a 95% rate of accuracy and deadline adherence. 3.6. Responsible for maintaining an effective and efficient filing system. Consistently files and is able to retrieve materials in a timely manner. 3.7. Responsible for putting together mailings to patients and providers 3.8. Creates check requests and POs to support the outreach department. 4. Monitors trends in Hospital Outreach billing to notice changes in ordering patterns. 4.1. Working in conjunction with the Lab Medicine Billing staff and YNHH Accounting Department, tracks and trends client volumes, total and net revenue, and brings variances in ordering patterns to the attention of the outreach manager. 4.2. Under the supervision of the Outreach Manager and the Marketing Coordinator, updates and prepares the annual client contracts for delivery within established deadlines. Tracks return of contracts and sends appropriate reminders. 4.3. Coordinates pricing proposals for outreach clients based on a tiered pricing system and submits for approval to the Director of Laboratory Services. 4.4. Creates invoices and facilitates payment for special projects within Laboratory Medicine. 5. Responsible for data collection and presentation under the direction of the outreach manager. 5.1. Elicits feedback for the Patient Experience Forum. Collates all data and puts data into a monthly presentation for the outreach manager. 5.2. Creates customer service dashboard utilizing reports from Cisco Agent and Phaseware. 5.3. Tracks re-draw volume and creates a database to track re-draws per phlebotomist for use in trending. 5.4. Monitors and Reviews monthly courier runs to ensure accuracy in billing and identify potential opportunities for cost savings. Monitors and tracks outreach STAT volume. 5.5. Other data trending or problem resolution as directed by the outreach manager. 5.6. Maintains weekly and monthly spreadsheets for draw station volume, monthly test volume, and draw station revenue. 5.7. Performs staffing to volume analysis for specific outreach locations. 6. Responsible for meeting all community provider needs for supplies or requisitions. 6.1. Responsible for receiving physician office requests for supplies and requisitions, routing supply requests to Lab Medicine supply room staff, and arranging delivery of supplies and requisitions efficiently by appropriate courier. 6.2. Responsible for printing customized requisition forms for client practices and arranging delivery within 24 hours of request receipt. 6.3. Responsible for maintaining and updating physician and practice information in the custom requisition database. 6.4. Responsible for coordinating the delivery of supplies as needed to clients within 3 business days. 6.5. Responsible for tracking all supply deliveries to community physicians to ensure Laboratory Medicine is in compliance with all regulatory requirements. 6.6. Responsible for updating supply ordering sheets and supply ordering information, including specimen collection and storage, to provide all outreach clients with accurate information to ensure optimal specimen collection. 6.7. Is proficient in amending and generating custom test requisitions as needed with appropriate physician lists and test menu as per client request. 6.8. Works closely with Laboratory IT to assist in coordinating the creation of custom panels per client request.
High school diploma or GED required. Some business course work at the college or technical level preferred.
At least 3-5 years' experience functioning in an administrative support role or a combination of experience and Bachelors' degree.
Excellent customer service and interpersonal skills required. Excellent computer skills to include Word, Excel, Power Point, and Access. Ability to use a variety of office equipment such as copier, fax machines, etc. Ability to multitask and problem solve in a fast paced, high stress environment.