Client Service Representative (Oahu)

Diagnostic Laboratory Services, Inc. (DLS) is Hawaii’s largest locally owned and operated medical testing laboratory. DLS is considered a leader in the Hawaii, Guam and Saipan communities we serve. As an integral part of the patient care team, DLS uses state of the art testing and value-based informatics to promote optimal patient care and positively impact patient outcomes.

SCHEDULE

Regular Full-Time Position or Regular Part-Time Position (30-39 hours per week)
Must be available Monday through Friday as early as 6:00 am to as late as 6:00 pm and Saturday as early as 6:00 am to as late as 12:00 pm (noon).
Must be flexible with schedule changes to meet operational needs.

HIRING RANGE

$19.50 to $24.27 hourly

Actual pay commensurate with experience

JOB SUMMARY

1. Promotes positive company relationships with patients, clients, and the public through prompt, accurate, and courteous resolutions of all telephone and other inquiries.

1. Identifies pre-analytical as well as post-analytical problems that may adversely affect test performance and/or results, and notifies the appropriate department supervisor/manager and/or client.

1. Performs clerical activities and responds to clients’ requests for laboratory services.

1. Discusses and recommends to the supervisor and/or manager any laboratory activities affecting the section.

DUTIES AND RESPONSIBILITIES

1. Answers telephone, receives, and accurately relays messages.

1.1 Retrieves laboratory reports and relays results over the telephone or via fax.

1.2 Receives requests for phlebotomy services and dispatches phlebotomists as needed.

1.3 Responds to client requests for reports.

1.4 Completes forms for test additions or cancellations as requested by clients.

1. Researches and relays test and/or client information as appropriate.

1. Assists internal and external customers with questions, concerns, problems, etc.

1. Maintains and monitors the STAT call printer.

4.1 Assures printer is operational.

4.2 Contacts clients with critical STAT laboratory reports.

4.3 Prints the STAT call list and verifies that all calls were made and documented.

1. Operates laboratory information system as directed.

5.1 Prints and distributes reports.

5.2 Works with all departments regarding test additions and cancellations

1. Maintains files and retrieves material according to established systems and procedures.

1. Prepares laboratory reports for mailing.

1. Compiles data for evaluation by supervisor and/or manager.

1. Maintains an orderly work area and keeps basic equipment in working condition.

1. Contributes to the updating and maintaining of the reference lab test directory.

1. May assist with training of personnel.

1. May perform the following tasks as needed.

12.1 Specimen collection by venipuncture or skin puncture.

12.2 Accessioning.

12.3 Specimen processing.

1. Communicates relevant information to team members, immediate supervisor and other appropriate people in a timely and appropriate manner.

1. Supports organizational performance and strategy by providing information and contributing to quality improvements, as appropriate.

1. Observes all safety and health regulations and works in accordance with DLS policies and procedures. Reports unsafe actions/conditions and injuries to supervisor promptly.

1. Identifies and analyzes problems; makes decisions and takes appropriate action(s).

1. Maintains a positive work climate and effective working relationships with internal and external customers.

1. Maintains attendance as scheduled/assigned, consistent with DLS policies and procedures.

1. Attends and/or participates in activities such as but not limited to meetings, required in-service programs, continuing education, and competency assessments.

1. Models behaviors consistent with the mission, vision, and shared values of the organization.

1. Maintains confidentiality of information in accordance with company policies and procedures.

1. Performs other duties as required.

JOB DEMANDS

Communication Demands:         

1. Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
2. Writes routine reports and correspondence.
3. Effectively communicates information to internal and external customers in informal settings such as one-on-one and small group situations.

Typical Physical Demands:

1. Light physical activity performing non-strenuous daily activities.
2. Simple grasping.
3. Requires clear vision at 20 inches or less and 20 feet or more, identification and distinguishing of colors, and depth perception.
4. May require sitting or typing/keyboarding up to 7 hours on a continual basis.
5. Requires walking, standing or bending up to 1 hour on an intermittent basis.
6. May require occasional lifting, carrying, pushing or pulling supplies up to 35 pounds.
7. Requires talking or hearing up to 8 hours on a continual basis.
8. May require driving and getting in and out of vehicles up to 1 hour on an intermittent basis.
9. Requires wearing of personal protective equipment (PPE) such as, but not limited to, lab coats, gloves, face shields, and respiratory protection.

Typical Working Conditions:       

1. Work environment includes conditions common to a hospital/laboratory environment, including working around or indirectly with biohazardous materials, potentially hazardous chemicals and patients with communicable diseases.
2. Generally works in an indoor, air-conditioned area.

QUALIFICATIONS

Education:         

1. Bachelor's degree or equivalent in a science or health related field preferred; OR high school diploma, relevant training, and comparable work experience.

Experience:       

1. One year patient care, customer service or equivalent public contact experience.
2. Clinical laboratory experience preferred.

Skills:   

1. Ability to communicate effectively in English, in both verbal and written form.
2. Basic ability to operate personal computer. (Ex: turn on/off, open/close applications, use mouse & keyboard.)
3. Typing/keying: 90% accuracy at 30 wpm.
4. Working knowledge of general office equipment such as copiers, facsimile machines, etc.
5. Excellent customer service skills.

Other Qualifications as applicable:          

1. Must possess a valid State of Hawaii (or equivalent) motor vehicle license and a current acceptable traffic abstract.

Equal Opportunity Employer/AA/Disability/Vet