GENERAL SUMMARY AND PURPOSE:
Technical Service Representatives provide detailed technical support for hospital outreach-based clients and also act as a resource to other laboratory support staff. Services include assisting with highly technical questions, providing support material for esoteric testing, and conferring with the laboratory staff to find specific answers to questions. They function to find solutions for all issues requiring research and follow-up.
Provides new and existing outpatient laboratory services clients with assistance in staff training, questions/concerns of SJHMS operational standards, and follows up with management on recommendations for improvements.
Responsible for maintaining service excellence by acting as a liaison between the Laboratory and all existing outreach customers. Helps to maintains current accounts by problem solving and maintaining positive customer relationships.
Depending on the site may be responsible for ensuring area personnel are properly trained, to include assessing competency levels.
SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:
Associate degree in medical technology required. Baccalaureate degree from an accredited college/university in Medical Technology or health care related major or equivalent preferred. ASCP registration preferred. At least three years of related experience.
Understanding of laboratory operations, terminology, methodology and logistics in both anatomic and the clinical laboratories preferred. Knowledge of medical insurance billing procedures and requirements preferred.
ESSENTIAL FUNCTIONS:
Knows, understands, incorporates, and demonstrates the Organization's Mission, Vision, and Values in behaviors, practices, and decisions. Coordinates outpatient laboratory services by researching, troubleshooting and resolving inquiries and/or problems on a daily basis as directed to ensure operational needs are met. Responds expeditiously to the concerns of clients and patients.
Assist in establishing new client outpatient laboratory services, by ensuring lab staff is trained in SJMHS policies, procedures and level of expectations. Provides guidance and expertise to outpatient lab staff through the development of educational tools, to include, but not limited to job aids, learning tools, unique training situations, etc. Provides internal QA reports, audits and employee competency assessment as follow up to training success. Routinely assess either through on-site visits or other communication methods the satisfaction level of new outpatient laboratory services, noting special requests, troubleshooting & resolving complaints, and providing on-going training to staff. Maintains records of all client calls.
Alerts lab management to any potential loss of business due to client dissatisfaction. Makes recommendations for necessary changes. Develop and maintain a complete knowledge of insurance plans, registration, and billing procedures. Conducts regular in-services, acting as trainer for hospital-based programs and /or upgrades. Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions, and participate in their resolution. Maintains the confidentiality of information acquired pertaining to patient, physicians, associates, and visitors to Saint Alphonsus Health System.
Discusses patient and hospital information only among appropriate personnel in appropriately private places. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management. Ability to work as a member of a team, resolving customer complaints and concerns as #1 priority. Strong oral and written communication skills. Strong analytical and problem-solving skills.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.