Lab Support Specialist II - Clinical Lab, Client Services

• Any and all tasks delegated by management.
• Ability to handle all specimen types.
• Establish positive patient identifications.
• Identify and resolve problem specimens.
• Demonstrates strong interpersonal skills that foster a positive environment.
• Display the ability to learn and understand specimen types related to test(s) ordered by our providers and sites.
• Serve as the primary point of contact for clients, including doctors, nurses, and medical assistants, addressing inquiries, resolving issues, and providing exceptional customer service.
• Always demonstrate good judgment when determining what action to take when processing
• samples. Always seek supervisory or manager assistance, if needed.
• Understand strict quality regulations related to test ordering and how it relates to patient care.
• Adheres to safety and quality policies and procedures.
• Report malfunctioning workstations to management.
• Escalate any or all problems or questions to a group lead and/or Supervisor if needed.
• Manage incoming calls and emails, promptly responding to client requests and ensuring accurate and timely communication.
• Communicate effectively with colleagues, supervisors, and clients, fostering a collaborative and supportive work environment.
• Demonstrate attention to detail, critical thinking, and problem-solving skills in all aspects of job performance.
• Facilitate the ordering process for tests and specimens, including coordinating with healthcare providers and accurately documenting orders in the Laboratory Information System (LIS).
• Provide support and guidance to clients regarding specimen collection procedures, test requirements, and result interpretation.
• Uphold ethical standards and confidentiality requirements in all interactions and activities, maintaining trust and integrity in the workplace.
• Collaborate with laboratory technologists and technicians to ensure seamless workflow and timely delivery of results to clients.
• Investigate and resolve client complaints or concerns, escalating issues to appropriate personnel when necessary.
• Conduct follow-up communication with providers to ensure satisfaction and address any outstanding issues.
• Adhere to all departmental and company policies.
• Ability to change schedules to accommodate department workflow.
• Maintain confidentiality. Adhere to HIPAA guidelines.
• Ability to review test codes and specimen types correctly in LIS.
• Assist in the development and implementation of client service improvement initiatives, contributing to enhanced client satisfaction and retention.
• Ability to research and review patient test orders in Athena.
• Adhere to any other functions delegated by management.
• Coordinate and follow up with Quest and LabCorp on a daily basis to help resolve problems for missing or outstanding testing results.
• Answer the phone, take messages, obtain necessary information, and give a response to the caller on a timely manner.
• Provide client services in taking appropriate information, finding resolutions, and triaging problems and questions from doctors, nurses, and CMA’s.
• Place orders in LIS when requested by the clinician.
• Find specimens for add-on testing requested by the physician office; label and ensure that the order was placed by office staff.
• Assist with finding pending specimens on various work-in-process or pending reports. Follow up on the specimen problem box and resolve all specimens.
• Ensure records are accurate, complete, legible, and appropriately stored in binders for future reference as needed.
• Prepare daily lab error reports, and process LIS emails as needed.
• Create VERGE reports for risk and compliance analysis.

• Perform all other duties as assigned.

• Endurance (e.g. continuous typing, prolonged standing/bending, walking lifting, carrying, pushing, and pulling)
• Work requires sitting, standing, and / or walking for periods of up to eight hours.
• Dexterity of hands and fingers
• Physical strength to lift heavy objects, carts, or items, taking frequency and weight into consideration.
• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds.
• Physical mobility, which includes movement from place to place on the job, taking distance and speed into account.
• Balance is maintained during climbing, bending and/or reaching.
• Physical agility, which includes the ability to maneuver the body while in place.
• Ability to handle the physical requirements of the position.

• Chemicals, Sharps, Latex, Chemotherapy and Fumes
• Loud noises
• Vibration
• Extreme temperatures
• Confined spaces
• Allergens: dust, mold and/or pollen
• Magnetic fields
• Radiation
• Combative patients/visitors

• Exposure to infectious hazards, blood, body fluids, non-intact skin or tissue specimens.
• Contact with patients or patient specimens is possible.
• Unplanned or unexpected exposure.
• Exposure to infectious hazards, blood, and other body fluids.

• High School diploma or equivalent, required. Associate’s degree preferred.
• 0–1 year of related work experience required, and 2-4 years preferred.
• Medical terminology is preferred but not required.
• Previous experience in a customer service role.
• Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail).
• Strong flexibility and the ability to manage and adapt to changing priorities quickly.
• Strong verbal and written communication skills and excellent ability to listen and respond.
• Ability to communicate in English, both orally and in writing, is required.
• Familiarity with Laboratory Information Systems (LIS) is beneficial.
• Possible exposure to infectious specimens and other laboratory hazards.
• The ability to communicate in English, both orally and in writing, is required.
• Methods of Evaluation: Documented evaluations occur at the end of full training and periodically thereafter.

• None Required.

Summit Health