Beth Israel Lahey Health
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Pathology Customer Service Rep
role at
Beth Israel Lahey Health .
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Job Summary Communicates daily with internal BIDMC customers including Laboratory, Nursing, Unit Coordinators, Practice Coordinators, Patients, Public and other related departments. Provides clerical support for a variety of service areas by accepting phone requests, dispatching calls and answering relevant questions for Laboratory.
Essential Responsibilities
Prints report copies and faxes and/or calls STAT results and requests by client. Enters written add-on test requests into the computer accurately and in a timely manner. Prints worksheets, troubleshoots problem specimens and contacts client regarding follow-up.
Answers telephone promptly within 20 seconds. Serves as primary interface between the laboratory and all external clients. Answers and processes telephone calls in a polite and courteous manner when dealing with all customers, internal and external. Receives, documents, and follows through on all incoming and outgoing calls to Customer Service in a timely manner.
Telephones and/or pages appropriate individuals, as necessary, and relays pertinent information or instructions. Communicates all client concerns and issues to the Clinical Supervisor or Clinical Manager.
Ensures client's needs are met by answering all questions and concerns to the caller's satisfaction, rarely transferring the caller. Answers questions and provides information regarding laboratory services, test information and specimen requirements.
Required Qualifications
High School diploma or GED required.
0-1 years related work experience required.
Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.
Preferred Qualifications
Minimum typing skills of 40 WPM with a 95% accuracy.
Competencies
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Physical Nature Of The Job Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
Pay Range $19.50 - $26.24 per hour (base hourly wage range). Compensation may exceed the base rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices.
COVID-19 Vaccination Requirement All staff must be vaccinated against influenza (flu) as a condition of employment.
Equal Opportunity Employer / Veterans / Disabled We are an equal opportunity employer and encourage Veterans and persons with disabilities to apply.
Additional Information
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
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Pathology Customer Service Rep
role at
Beth Israel Lahey Health .
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Job Summary Communicates daily with internal BIDMC customers including Laboratory, Nursing, Unit Coordinators, Practice Coordinators, Patients, Public and other related departments. Provides clerical support for a variety of service areas by accepting phone requests, dispatching calls and answering relevant questions for Laboratory.
Essential Responsibilities
Prints report copies and faxes and/or calls STAT results and requests by client. Enters written add-on test requests into the computer accurately and in a timely manner. Prints worksheets, troubleshoots problem specimens and contacts client regarding follow-up.
Answers telephone promptly within 20 seconds. Serves as primary interface between the laboratory and all external clients. Answers and processes telephone calls in a polite and courteous manner when dealing with all customers, internal and external. Receives, documents, and follows through on all incoming and outgoing calls to Customer Service in a timely manner.
Telephones and/or pages appropriate individuals, as necessary, and relays pertinent information or instructions. Communicates all client concerns and issues to the Clinical Supervisor or Clinical Manager.
Ensures client's needs are met by answering all questions and concerns to the caller's satisfaction, rarely transferring the caller. Answers questions and provides information regarding laboratory services, test information and specimen requirements.
Required Qualifications
High School diploma or GED required.
0-1 years related work experience required.
Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.
Preferred Qualifications
Minimum typing skills of 40 WPM with a 95% accuracy.
Competencies
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Physical Nature Of The Job Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
Pay Range $19.50 - $26.24 per hour (base hourly wage range). Compensation may exceed the base rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices.
COVID-19 Vaccination Requirement All staff must be vaccinated against influenza (flu) as a condition of employment.
Equal Opportunity Employer / Veterans / Disabled We are an equal opportunity employer and encourage Veterans and persons with disabilities to apply.
Additional Information
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Hospitals and Health Care
#J-18808-Ljbffr