Laboratory Customer Support Specialist

Join Our Team at TriHealth Laboratories!
Are you passionate about delivering exceptional customer service in a healthcare setting? TriHealth is seeking a detail-oriented and knowledgeable professional to support our laboratory operations. In this role, you'll be the go-to resource for both internal and external customers, ensuring smooth communication and accurate information throughout the testing process.

Location: Bethesda North Hospital

Work Hours:

• Full time, 64 hours biweekly
• Day shift with Saturday rotation.  No holidays commitment.

Job Requirements:

• High School Diploma or GED Degree (Required)
• 1 - 2 years' experience Customer Service (Required)
• Knowledge of laboratory terminology, Specimen handling, Data entry, Windows software, and HIS and LIS

Benefits Eligibility:

This position qualifies for TriHealth comprehensive benefits package, including health insurance, retirement plans, paid time off, and more.

Job Overview:

This position serves both internal and external customers of TriHealth's laboratories by responding to inquiries for results, specimen collection requirements, test codes, and other general information. This position requires in depth knowledge of the flow of samples from collection, receiving, processing, testing, and reporting. Responsibilities include troubleshooting and resolving issues that may occur during each of these steps that might delay the final reporting. This position requires knowledge of the reference labs' processes, including reference lab websites. This position uses various systems and resources to obtain accurate information, such as the laboratory information system (LIS), hospital information system (HIS), and laboratory website. This position communicates information in various ways, including via telephone, fax, and email. This position develops a high level of expertise in customer service skills to ensure excellent communication and interactions with physicians, nurses, medical assistants, patients, laboratory personnel, and others.

Job Responsibilities:

• Continually develops customer services skills. Completes at least one customer service training session per year, either in person or on LEARN. 
• Obtains complete information when receiving requests for test results, including patient’s name and date of birth, date of service, and test order(s). Uses two patient identifiers (e.g., patient name and DOB) to locate the correct results. Communicates vital values to providers according to laboratory protocols.
• Follows TriHealth and laboratory protocols for communicating results verbally, electronically, or via fax. 
• Performs other tasks as needed (e.g. running callback/result line reports, Ohio Department of Health (ODH) reports, and maintaining requisition files).
• Accepts new duties as required to meet the needs of the laboratory. 
• Provides accurate information regarding specimen collection requirements and steps necessary to prepare specimens for transport. Uses the laboratory’s website to obtain information for outreach clients and off-site phlebotomists. Uses the LIS to obtain information for hospital sites. Uses websites from appropriate reference labs to obtain information for tests not listed in the TriHealth resources. 
• Understands the lab processes at each TriHealth site. Uses the HIS and LIS to respond to calls regarding the status of a test. Investigates and resolves routine issues, such as HIS orders not crossing into the LIS. Promptly refers complex issues to the technical staff or supervisor. 

Working Conditions:
Bending - 
Climbing - Occasionally 
Concentrating - Consistently 
Continuous Learning - Consistently 
Hearing: Conversation - Consistently 
Hearing: Other Sounds - Consistently 
Interpersonal Communication - Consistently 
Kneeling - Rarely 
Lifting <10 Lbs. - Occasionally 
Lifting 50+ Lbs. - Rarely 
Lifting <50 Lbs. - Occasionally 
Pulling - Occasionally 
Pushing - Occasionally 
Reaching - 
Reading - Frequently 
Sitting - Consistently 
Standing - Frequently 
Stooping - Occasionally 
Talking - Consistently 
Thinking/Reasoning - Consistently 
Use of Hands - Consistently 
Color Vision - 
Visual Acuity: Far - 
Visual Acuity: Near - 
Walking -

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

• Serve: ALWAYS... 
• • Welcome everyone by making eye contact, greeting with a smile, and saying "hello" 
• • Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist 
• • Refrain from using cell phones for personal reasons in public spaces or patient care areas
• Excel: ALWAYS... 
• • Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met 
• • Offer patients and guests priority when waiting (lines, elevators) 
• • Work on improving quality, safety, and service
• Respect: ALWAYS... 
• • Respect cultural and spiritual differences and honor individual preferences. 
• • Respect everyone's opinion and contribution, regardless of title/role. 
• • Speak positively about my team members and other departments in front of patients and guests.
• Value: ALWAYS... 
• • Value the time of others by striving to be on time, prepared and actively participating. 
• • Pick up trash, ensuring the physical environment is clean and safe. 
• • Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
• Engage: ALWAYS... 
• • Acknowledge wins and frequently thank team members and others for contributions. 
• • Show courtesy and compassion with customers, team members and the community

Careers at TriHealth are diverse. From clinical to administrative, sales to service, our team members contribute skills that are as varied as the services we offer and the people we serve. As an employer, TriHealth demonstrates the organization's values by offering comprehensive benefits packages, competitive wages, and milestone recognition.
Explore our career options to help you determine the type of job best for you as well as help narrow your search within our website. We look forward to you joining the TriHealth family!