Laboratory Client Support Specialist

Rochester General Hospital (RGH), a 528-bed tertiary-care facility and the flagship of Rochester General Health System, is served by more than 1,500 medical and dental staff members and more than 7,000 employees. Strong referral relationships with several regional hospitals, as well as relationships and affiliations with nationally renowned institutions including Cleveland Clinic and Roswell Park Cancer Institute, amplify the ability of RGH to provide superior clinical care to the men and women.

The Laboratory Client Support Specialist - ACM Client Service is required to maintain maximum availability to a steady flow of incoming call volumes, ensuring minimum hold times are achieved and quality customer service is provided. The Laboratory Client Support Specialist responds to Provider/Client requests for results, reports, supplies, test requirements, specimen pick-ups and monitors Provider/Client account result escalations within the Call List. Must be capable of multi-tasking in fast-paced environment.

* Promptly logs into phone at start of shift by following the phone sign on procedure * Greet each caller by using the established greeting script for Client Service, using your first name only. * Responds to Provider/Client requests for results, reports, supplies, test requirements and specimen pick-ups. * Access patient information in the GUI system by using patient last/first name and date of birth verification. * Properly utilizes all patient search tools when unable to locate patient information. * Accurately records the essential information in the Call Portal database to provide the proper documentation for all customer communications and follow-up. * Uses strong communication skills to ask the appropriate questions to gather the necessary information needed to investigate an issue and escalate to the appropriate department. * Remains professional, helpful and understanding to the needs of the Caller, recognizing when to escalate issues to the appropriate department, ensuring quality Patient Care is always achieved. * Provides first level investigation of problems identified internally and externally, knowing when to hand-off to Problem Resolution, Coordinator or Manager, ensuring a satisfactory outcome for the Provider/Client and patient care. * Ensures that the manual fax# entry into the system fax modem is accurate by repeating back the fax# to the caller to preventing a HIPAA violation. * Monitors Provider/Client account result escalations in the Call List by refreshing every 15 minutes to ensure the timely notification of panic/life threatening results. * Accesses the Call List to properly call-out or fax patient results generated by specific system/client rules or call comments. * Properly updates and documents all pertinent information related to a result call-out, following established department procedures. * Performs add-on testing to an existing order and properly generates the ADD-ON form to Specimen Processing through Outlook email. * Properly utilizes the transfer and conference features on the phone when connecting a caller to another department internally. * Follows Saturday rotation schedule and weekend AM/PM procedures. * Understands Call Monitoring Policy for quality assurance. * Has a clear understanding of when to escalate callers to either the Unity or ACM Helpdesk for IT (Information Technology) related issues. * Provides support and back-up to the Department workflow, ensuring all functions and tasks are covered in ensuring patient care needs are continually met. * Works well in a fast paced - team environment, professionally communicating with co-workers both internally within the Department, as well as the Supporting Departments

**Minimum Qualifications:** * High School Diploma or equivalent. * Two years experience in Health Care related field required. * Word Processing and computer skills essential. * Excellent communication skills essential. * Required Licensure/Certification Skills: * None