Referral Representative II

at Quest Diagnostics Inc in Johnson, Kansas, United States

Job Description

Job Description

Referral Representative II - Lenexa, KS, Monday to Friday, 8:30 AM to 5:00 PM

Handle all internal and external customer contact regarding Referral Testing. Receive,resolveand followupwith complex customer issues. Act as a liaison between internal and external customers and Referral vendors.

Pay range: $17.20+ per hour
Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities
and so much more!

Responsibilities:
Retrieve,sortand process specimens for shipment to referral laboratories.
Ensure sample quality and accuracy. Identifies problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.
Prepare specimensand packagesfor shipmentensuring they are preparedaccording to IATA regulations.
Responsible for filing departmental documents.
Handleall customer inquiriesregarding reporting of results, service failuresand other quality issues to provide customer satisfaction.
Report laboratory results using established protocols.
Contactclientsto resolve routine or medical/technical matters related to patient testing andresult reportingusing established protocols.
Advise Customers, Client Services and Salesof test delays.
Perform investigationsand provide resolution to complex Referral Testing issues.
Research test availability using established protocol for selecting a referral vendor.
Assist Client Services,CustomersandSales by effectively answering questions and responding to concerns in a timely manner.
Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.
Track and report metrics required for monitoring Referral Vendor effectiveness.
Monitor use of Wild Codes and advise Group Lead or Supervisor of increases in particular test.
Resolve interface exception logs and ensure exceptions are resolved in a timely manner.
Issue revised reports as necessary in accordance with defined guidelines.
Identifyand escalateReportable Quality incidents to supervisors.
Troubleshoot referral issues and notify supervisor of potential problems.
Assist in training Referral Assistant and Referral Rep I.
Participate in special projects regarding Referral Testing.
Maintainwork areain a safe,functionaland sanitary condition.
Adhere to all established CLIA, HIPAA,OSHAand laboratory safety requirements.
Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management.
Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications:
Required WorkExperience:
Minimumthree (3)tofive (5)years clinical laboratory experience.
Preferred Work Experience:
Customer service and/or medical background preferred.
Physical and Mental Requirements:
The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance.
Ability to stand and work at the bench for long periods of time.
Frequent walking and/or standing.
Knowledge:
Basic understanding of the operations of Client Services and Specimen Processing.
Thorough understanding of Referral Testing.
Basic medical terminology applicable to clinical laboratory.
Skills:
Must be detail-oriented,have the ability towork independently, establish work priorities and handle several tasks simultaneously for maximum department efficiency.
Demonstrate strong independent problem-solving skillsto be able to handle complex and challenging issues.
Interpersonal skills necessary to deal courteously and effectively with supervisors,co-workersand clients.
Communication skills necessary to handle telephone inquiries from clientsand vendors.
Ability to deal withpatient andclient information in a confidentialmanner.
Good data entry skills required.
Proficiency in Microsoft Office (Word,Exceland Outlook) and Laboratory Information Systems.
Education
High School Diploma or Equivalent (Required)

67908

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

or any other legally protected status.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets