Administrative

Client Services Rep – Long Term Care Contract

Our client, a local medical center, is searching for a 3rd shift Client Services Rep to join their team! This is a 3-month contracted role with the potential to go permanent.

Pay: $18 – $19 per hour
Contract: 3 months with potential for permanent
Hours: 7:00pm – 5:30am
Shifts: 4, 10 hour shifts with rotating weekends
Location: Milwaukee, WI
      
Duties:    

  • Working in a department where the primary goal is service, serves as primary resource for Long Term Care clients and phlebotomists providing technical problem-solving and support. 
  • Promptly and attentively answers phones listening to concerns/requests, obtaining complete and accurate information.
  • Consistently greets callers using a Wisconsin Diagnostic Laboratories approved greeting and greeting and offering name in a clear and pleasant tone.
  • Actively monitors the call queue, assisting with incoming calls outside of regular job assignment.
  • Recognizes calls/situations that require a LTC leader or Medical Technologist and seeks assistance as appropriate.
  • Understands and effectively uses the L.A.S.T. (Listen, Apologize, Solve, Thank) method in problem solving customer concerns.
  • Independently offers to seek other sources within the lab that may be better suited to solving the caller’s problem.
  • Maintains a monthly average speed of answer (ASA) of<20 seconds during shifts worked as measured by N-Focus report.
  • Maintains an abandoned rate of <5% monthly as measured by N-Focus report.
  • Maintains a monthly average of <1 hour in AUX Work (Busy- not logged out) when assigned to Inbound phone calls as measured by N-Focus report.
  • Monitors STATS according to department procedure.
  • Calls all STAT results to clients in a timely manner, maintaining a monthly average of >80% completed within the 4hr TAT (excludes delays beyond control such as lab errors, instrument failures, inclement weather, road closures, etc.).
  • Completely documents all information in STAT dashboard.
  • Accurately verifies and corrects discrepancies between lab fax requisitions, the Standing Order database, and the Cerner computer patient information systems for order entry changes and patient registration updates alerting LTC leader of discrepancies for verification and correction, as well as other complex problems.
  • Accurately dispatches and completes Client forms within the established timeframe for pick-ups and STAT requests; faxes “Add-On” forms to clients.
  • Efficiently uses phone to stay in contact with phlebotomists, dispatching STATS and pick-ups to appropriate staff in the field when necessary.
  • Accurately orders lab tests in standing order data base.
  • Maintains < 2 A errors, <2.5% B errors, and <5% C errors in a 6 month period.
  • Consistently calls client if any information is missing, a discrepancy is noted or an ICD code is invalid. (Leadership will review daily QA audits and maintain a spreadsheet with each employee’s errors.)
  • Consistently coordinates orders in standing order database thus eliminating unnecessary draws for patients and increase efficiency for LTC. 

Skills:    

  • Work experience in a healthcare setting with basic understanding of laboratory tests, results, and terminology.
  • Demonstrated excellent customer service skills. Important skills include maintaining a patient/client centric demeanor on the phone. Ability to communicate in a clear and concise manner.
  • Basic windows-based computer knowledge, including keyboarding, data entry and email.
  • Epic experience preferred.
  • Understands the process and can effectively navigate the printing and re-printing of standing order requisitions, the Millennium order entry procedure and the label printing and re-printing through Cerner.
  • Performs timely and accurate QA of completed fax request forms making corrections in the standing order database when needed.
  • Follows up with the leader concerning corrections by making copies of faxes and noting error that was found.
  • Maintains a monthly average of < 10% errors when performing QA.

Education Requirement:    

  • High school diploma or equivalent     

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