Lab CSR/Dispatcher
About the position
Responsibilities
• Respond to all customer inquiries (phone/email) in a timely manner with a courteous, knowledgeable demeanor.
• Take ownership of all inquiries and use available resources to find a resolution as quickly as possible.
• Maintain thorough knowledge of internal systems and processes related to the collection and processing of patient lab samples.
• Respond to new account inquiries in a timely manner and enter them into our LIS (LabDaq/LabNexus/Phlebio/Sugar/Clinic and NPI).
• Maintain critical call list updated and standing orders/discharge orders up to date.
• Assist with monthly reports needed by facilities and handle STAT call intake.
• Assist other departments with various tasks as needed, including Laboratory, Sales, and Corporate groups.
• Oversee all orders are properly dispatched, completed, and processed according to policies and procedures.
• Review, organize, and distribute all orders using knowledge of coverage areas and properly utilizing the available on-duty scheduled phlebotomists.
• Conduct full tracking and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis.
• Complete preparation of multiple phlebotomist's daily work assignments, and continue communication throughout the shift, tracking and re-routing as necessary.
• Work closely with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
• Provide detailed written documentation of issues that occur throughout the shift.
• Conduct investigations of situations, conduct troubleshooting, and oversee immediate handling of unexpected problems as needed.
• Notify the Phlebotomy Manager of any issues that require escalation.
• Communicate any current or potential customer issues within assigned territory to the sales team and phlebotomy managers with suggestions for resolution.
Requirements
• High School diploma required.
• Minimum of 1-year experience working as a lab dispatcher.
• Minimum 1 year of customer service experience is preferred.
• Ability to analyze customer and technician locations to optimize routing and ensure delivery on service-level commitments.
• Ability to organize and control multiple tasks at one time, in a fast-paced environment.
• Ability to handle large volumes of telephone assistance with various departments.
• Can-do work ethic, positive attitude, and ability to independently resolve problems.
• Proven ability to communicate effectively and appropriately with customers (internal and external) via phone and email.
• Proficiency with Office products and ability to learn new systems quickly.
• Ability to manage duties with relative autonomy.
• Ability to sit for extended periods of time.
Nice-to-haves
• Experience in dispatching is preferred.
• Experience in customer service is preferred.
Benefits
• Referral program
Apply Now
Apply Now
Responsibilities
• Respond to all customer inquiries (phone/email) in a timely manner with a courteous, knowledgeable demeanor.
• Take ownership of all inquiries and use available resources to find a resolution as quickly as possible.
• Maintain thorough knowledge of internal systems and processes related to the collection and processing of patient lab samples.
• Respond to new account inquiries in a timely manner and enter them into our LIS (LabDaq/LabNexus/Phlebio/Sugar/Clinic and NPI).
• Maintain critical call list updated and standing orders/discharge orders up to date.
• Assist with monthly reports needed by facilities and handle STAT call intake.
• Assist other departments with various tasks as needed, including Laboratory, Sales, and Corporate groups.
• Oversee all orders are properly dispatched, completed, and processed according to policies and procedures.
• Review, organize, and distribute all orders using knowledge of coverage areas and properly utilizing the available on-duty scheduled phlebotomists.
• Conduct full tracking and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis.
• Complete preparation of multiple phlebotomist's daily work assignments, and continue communication throughout the shift, tracking and re-routing as necessary.
• Work closely with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
• Provide detailed written documentation of issues that occur throughout the shift.
• Conduct investigations of situations, conduct troubleshooting, and oversee immediate handling of unexpected problems as needed.
• Notify the Phlebotomy Manager of any issues that require escalation.
• Communicate any current or potential customer issues within assigned territory to the sales team and phlebotomy managers with suggestions for resolution.
Requirements
• High School diploma required.
• Minimum of 1-year experience working as a lab dispatcher.
• Minimum 1 year of customer service experience is preferred.
• Ability to analyze customer and technician locations to optimize routing and ensure delivery on service-level commitments.
• Ability to organize and control multiple tasks at one time, in a fast-paced environment.
• Ability to handle large volumes of telephone assistance with various departments.
• Can-do work ethic, positive attitude, and ability to independently resolve problems.
• Proven ability to communicate effectively and appropriately with customers (internal and external) via phone and email.
• Proficiency with Office products and ability to learn new systems quickly.
• Ability to manage duties with relative autonomy.
• Ability to sit for extended periods of time.
Nice-to-haves
• Experience in dispatching is preferred.
• Experience in customer service is preferred.
Benefits
• Referral program
Apply Now
Apply Now