Referral Representative I in Oklahoma City, OK at Quest Diagnostics

Date Posted: 6/16/2022

Job Snapshot

Job Description

Diagnostic Laboratory of Oklahoma- Oklahoma City, OK 8am-5pm Monday-Friday

Main Duties: Maintain department and company standards.  Handle all internal and external customer contact regarding Referral Testing. Report laboratory results using established protocols. Retrieve, sort and process specimens for shipment to referral laboratories. Coordinate with Customer Service to ensure add-on-testing is successful. Prepare specimens for shipment. Prepare packages (infectious and diagnostic) for shipment. Complete all shipping documents and ensure packages are prepared according to IATA regulations.

Required Knowledge: Data Entry at minimum of 45 WPM or equivalent

Required Experience: High School or equivalent.  Minimum 1-2 years clinical laboratory experience required.

Special Requirement: Ability to maintain a professional courteous and pleasant attitude in times of heavy workload and stress.  Teamwork with fellow employees is a must.  Good customer service skills, professional appearance and attitude.  Requires strict attention to detail.  Ability to problem-solve issues independently. Overtime as required by business needs.

Quest Diagnostics Job Description 

The Referral Representative I is responsible for reporting laboratory results using established protocols. All functions must be performed with confidence, accuracy and in a timely manner. Handles all internal and external customer contact regarding Referral Testing. Receives, resolves and follow-ups with complex customer issues. Acts as a liaison between internal and external customers and Referral vendors.

1. All duties of the Referral Assistant.
2. Handles all customer inquiries by telephone, Referral mailbox, and in person regarding reporting of results, service failures, and other quality issues to provide customer satisfaction.
3. Reports laboratory results using established protocols.
4. Contacts the client to resolve routine or medical/technical matters related to patient testing and result reporting.
5. Uses established protocols for reporting client concerns.
6. Performs investigation and provide resolution to complex Referral Testing issues.
7. Researches test availability using established protocol for selecting a referral vendor.
8. Assists Client Services, customers, and sales by effectively answering questions and responding to concerns in a timely manner.
9. Communicates all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.
10. Identifies and elevates Reportable Quality incidents to supervisor.
11. Other duties as assigned.
12. Handle multiple tasks simultaneously and work in a fast paced environment.
13. Demonstrate strong written and verbal communication skills when interacting with internal and external customers. Able to speak English language clearly.
14. Strong independent problem solving skills.
15. Demonstrate willingness to accept additional responsibility with a positive attitude.
16. Demonstrate ability to work independently and with a team.
17. Demonstrate good data entry skills. 18. Able to operate basic office equipment.
19. Adheres to Quest Diagnostics core values, safety and compliance policies and procedures.
20. Work in a biohazard environment, practicing good safety habits.
21. Basic understanding of the operations of Client Services and Specimen Processing, thorough understanding of Referral Testing.
22. Keeps work area neat and clean.
23. Ability to sit or stand for long periods.

Education High school diploma or equivalent.
Work Experience: Minimum 1-2 years clinical laboratory experience.

Special Requirements:
Data Entry Skills - 6000 keystrokes per hour required.

Customer Service and/or medical background preferred, which includes medical terminology applicable to a clinical laboratory.

Basic PC skills - Word, Excel, etc. helpful.