Job Description:
Customer Service Rep I works under the supervision of the Manager I of the Laboratory Reporting Branch. Responds to telephone/fax/email requests from health care professionals for laboratory test results. Prints all laboratory test results using the Labware, Harvest and Perkin-Elmer computer systems. Reports out Rabies results up to three times daily. Verifies, generates and distributes master submission forms. Assist with other Laboratory Reporting Branch duties as needed. Supports the creation of a laboratory-wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace. Works Saturday's as needed.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
(35%) Responds to request by phone, fax or email from health care professionals requesting confidential patient test results using current LIMS systems (Harvest, Labware, Perkin Elmer) following all HIPPA policies or route to appropriate personnel.
(35%) Prints laboratory reports using Labware, Harvest and Perkin-Elmer computer systems. Prints reports according to stated times established for each computer system. Prepares and delivers reports to mailroom by 11:30 daily. Removes all inter-agency reports and sends via inter-agency mail.
(10%) Reports out, verbally, Rabies test results to submitter and if necessary to Public Health Regions, depending on final test result.
(10%) Verifies, generates and distributes Laboratory submission forms as requested. Ensures all information is correct prior to distributing. Provides monthly totals of the number of calls received and the number of duplicate reports generated. Performs all tasks according to the Standard Operating Procedure (SOP) manual.
(5%) Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for disaster response and/or recovery or continuity of operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.
(5%) Supports the creation of a laboratory-wide safety culture by serving as a liaison to the Safety Office to ensure a healthy and safe workplace.
Knowledge Skills Abilities:
Knowledge of modern office practices
Knowledge of and ability to work with confidential medical records/files/information
Skill in written and verbal communication
Skill to perform task with a high degree of accuracy and paying close attention to detail
Ability to communicate and interact effectively with members of the public; to respond to public inquiries in a timely manner; to implement administrative procedures; and to interpret rules, regulations, policies, and procedures
Ability to prioritize work, manage time effectively and meet deadlines
Ability to daily make quick rational decisions; work independently in fast paced/stressful situations
Ability to work well with others as a team member
Ability to handle multiple tasks at a time
Registration or Licensure Requirements:
Initial Selection Criteria:
At least one year experience in providing customer service via telephone.
Experience in working in the healthcare setting.
Experience working with confidential material.
Experience in working with internal and or external customers.
Additional Information:
Work Schedule: Must be willing to work holidays and weekends; all employees must work Saturdays on a rotational basis. Must be willing to work hours other than 8am - 5pm.
MOS Code:
There are no direct military occupation(s) that relate to the responsibilities, and registration or licensure requirements for this position. All active duty, reservists, guardsmen, and veterans are encouraged to apply if they meet the qualifications for this position.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
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