CLIENT SERVICES REPRESENTATIVE II OR III, WDL; FULL TIME - 1ST SHIFT

Come join our team of innovative and unparalleled lab and support staff!

Wisconsin Diagnostic Laboratories (WDL) is a wholly owned subsidiary of The Froedtert & the Medical College of Wisconsin regional health network, which is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education.  Patient care is our top priority, from test orders to transportation of specimens to reporting of test results.  We perform over five million tests annually with test capabilities that match the largest labs in the world, providing expert academic care in every community.  We combine our robust test directory and expert faculty and staff with compassionate patient care and unparalleled logistical support.  WDL specializes in delivering comprehensive, clinical laboratory services to clients ranging from large tertiary care centers to small community practices.

We invite you to review the job posting below.  If you meet the requirements and qualifications for this opportunity, you are encouraged to apply.

Wisconsin Diagnostic Laboratories (WDL) is an equal employment opportunity employer. Qualified applicants will be considered for vacancies without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status or other category protected under appliable law. WDL will reasonably accommodate the disabilities of qualified applicants to permit them to perform the essential functions of the subject position.

Thank you for considering a career with Wisconsin Diagnostic Laboratories!

Location:  US:WI:MILWAUKEE at our WI DIAGNOSTIC LABORATORIES facility.

FTE: 1.0

*1.0 FTE is Full-Time, any position less than 1.0 FTE is Part-Time, and .001 FTE is Casual*

Standard Hours: 40.00

*Positions with an "FTE" (full time equivalency) of .8 - 1.0 are eligible for full-time medical, dental and vision benefits.  Positions with an "FTE" of .5 - .799 are eligible for part-time pro-rated medical, dental and vision benefits*

Shift: 1st shift (Variable start time - primarily 8:30 am - 9:30 am; weekend & holiday rotations required)

Summary:

Working in a department where the primary goal is service, serves as a primary contact for external and internal customers by providing accurate and timely information and assists in obtaining technical problem resolution.

Responsibilities:

1. Promptly and attentively answers phones listening to concerns/requests, obtaining complete and accurate information. Consistently greets callers using a Wisconsin Diagnostic approved greeting and offering name in a clear and pleasant tone. Actively monitors the call queue, assisting with incoming calls outside of regular job assignment. Clearly asses the caller’s needs. Recognizes calls/situations that require a CSR III (Med Tech) or Manager, and independently offers to seek other sources within the lab that may be better suited to solving the caller’s problem. Understands and effectively uses the L.A.S.T. (Listen, Apologize, Solve, Thank) method in problem solving customer concerns.
2. When assigned to PHONES assignment, answers a minimum average of 80 calls per 8 hours shift when calls are available. (Average to be determined over a minimum of 20 working days.) Individual performance will be matched against peer group to determine level of performance, particularly on shifts in which call volume is lower and during peak call volume times of day.) Average number of calls/8 hours shift >90 = Exceeds Expectations; Average number of calls/8 hours shift >100 = Exceptional.
3. Efficiently monitors “Call Back” computer module regarding critical values, corrected values, and patient call-back orders; telephoning clients with results as they appear in the queue. Completes call back entries according to procedure. Monitors STATS according to department procedure. Completes ADDR (Additional Documentation Requested) report with proper documentation and format for each entry.
4. Accurately verifies and corrects discrepancies between lab requisitions and the Cerner Computer patient information system for order entry changes and patient registration updates pertaining to billing, medical record numbers, patient numbers, etc., alerting Client Service Representatives III or Manager of discrepancies for verification and correction.

4. Efficiently works the CSHOLD list, clearly communicating the problem to the client. Handles delicate issues with tact and professionalism. Works to educate the client when errors occur. Thoroughly documents the resolution and completes any required paperwork. Works with other laboratory sections to ensure timely resolution.

5. Effectively resolves EPIC related issues involving the release of orders, walk-in appointments, and associating of accounts. Communicates to appropriate clinic managers and super-users for efficient problem resolution.
5. Consistently takes action to make simple corrections when equipment malfunctions, or notifies supervisor on a timely basis if unable to make the correction.
6. Prepares and retrieves specimen samples as necessary or appropriate for skill base. Notifies receiving department of add-on requests according to protocol. Uses Weber to accurately communicate specimen collection and handling requirements.
7. Within the expected timeframe of the same or next day, accurately investigates and documents incidents, errors on Client Concerns forms, including all pertinent supporting documentation and promptly submits them to manager or designee. Clearly communicates the status of an incident to a Manager for further follow up. Assists with investigation & documentation of Midas reports.
8. Accurately sorts, files, and stores Laboratory Request forms, reference lab results, and PHI for all clients. Abides by HIPAA regulations for the disclosure of test results and ensures that all fax transmissions are completed according to established protocol. Investigates and satisfactorily resolves all fax failures. Accurately routes incoming faxes to appropriate lab department (LTC, billing, compliance, etc.).
9. On weekends and other applicable weekday times, utilizes VCR for STAT and will call requests; faxes and tubes “Add-On” forms to clients.
10. Efficiently performs operation room functions, including maintaining paper supply at sufficient levels and performing simple printer maintenance. Completes operations room maintenance and documents appropriately. Operates copy machines, facsimile machines, and other office equipment as required.
11. Participates in and successfully completes all competency assessments/challenges specific to this position. Records documentation, and other documentation substantiating competency and/or improvement plans maintained by the specific department.
12. Actively participates in training as needed.

Qualifications: 

CSR II

1. Associate degree in Medical Laboratory Science, i.e., Medical Laboratory Technician with ASCP or AMT Certification within one year of date of hire and must be maintained; or 

2. Bachelor’s degree in a science field such as Applied Science, Biology, Chemistry, Microbiology, etc.; or 

3. Associate degree (non-MLT) and successful work experience of minimum of six months (1,040 hours) in a healthcare environment, preferably in a clinical laboratory. 

4. Demonstrated excellent customer service skills with clients, including physicians and staff. Important skills include maintaining a positive, patient, and helpful demeanor on the phone, using professional language and correct grammar, speaking clearly and concisely when working with clients.

CSR III

1. Bachelor’s degree in Medical Laboratory Science; 

2. ASCP of AMT Certification preferred.  If not certified at time of hire or promotion/transfer into position, certification within one year of hire/promotion/transfer and must be maintained. 

3. Demonstrated excellent customer service skills with clients, including physicians and staff.  Important skills include maintaining a positive, patient, and helpful demeanor on the phone, using professional language and correct grammar, speaking clearly and concisely when working with clients.

Perks & Benefits at Wisconsin Diagnostic Labs 

Wisconsin Diagnostics Labs Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following: 

• Paid Time Off 
• Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities 
• Academic Partnership with the Medical College of Wisconsin 
• Referral bonuses 
• Retirement plan - 401K 
• Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics 
• Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available