Laboratory Client Support Representative - Fargo - FT

Laboratory Client Support Representative

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.

Facility: Sanford Broadway Clinic

Location: Fargo, ND

Address: 737 Broadway N, Fargo, ND 58102, USA

Shift: 8 Hours - Varied Shifts

Job Schedule: Full time

Weekly Hours: 40.00

Department Details: Join our team at Sanford Laboratories! As a Laboratory Client Support Representative, you will be responsible for supporting and assisting our clients, providers, and laboratories as the primary point of contact. In this vital role, you'll be a key player in our mission to support the local delivery of health care by providing comprehensive laboratory services, support services, clinical expertise, and medical consultation.

Job Summary: The Laboratory Client Support Representative is responsible for assisting clients, providers and laboratorians with laboratory-specific inquiries to resolve issues regarding patient testing processed and/or performed by Sanford Laboratories. This position will have outstanding communication skills and medical laboratory experience to manage increasing call volumes. The Laboratory Client Support Representative provides front line services for Sanford Laboratories, and acts as the primary point of contact for physicians, clients, laboratorians, and other health care providers. The Representative will serve as a laboratory resource to health care personnel; facilitate incoming and outbound calls regarding pending laboratory testing, specimen requirements, test order procedures and other laboratory related concerns; demonstrate the ability to coordinate, investigate and respond to issues regarding service to Sanford Laboratories clients. The Representative must communicate confidential information including patient test results professionally, accurately and courteously to Sanford Laboratories clients, patients, laboratory personnel and providers. They will collaborate with other departments across the enterprise, acting as liaison between internal Sanford Laboratory personnel and providers, nursing, patients and other healthcare professionals. Additionally, the Representative will document all communication via system Customer Relations Management (CRM) software; utilize system functions including test catalog, follow-up worklist, in-basket messaging and phone calls to troubleshoot and resolve inquiries and issues for internal and external providers, clients and other healthcare personnel; review and complete system reports to monitor outstanding specimens, ensure successful fax transmission and billing/claim corrections. Must be able to understand tests performed at Sanford Laboratories, panel components, add-on process and specimen rejection criteria; accurately perform pre-analytical order entry, specimen accessioning, registration & billing workflows, troubleshoot issues with samples received & discrepant orders; utilize Epic Beaker Laboratory Information System (LIS) to retrieve test results, confirm recent lab completion or outstanding orders upon request. Maintain necessary training and competency to answer most frequently asked questions, utilizes resources to provide timely & accurate specimen requirements, turn around times & test results. Will demonstrate critical and independent judgment in decision-making and problem-solving. Other duties as assigned by supervisor/manager.

Qualifications: High school or GED equivalent required. At least one year of clinical lab experience or a combination of clinical experience and applicable post-secondary coursework.

Benefits: Sanford Health offers an attractive benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work/life balance benefits, and a generous time off package to maintain a healthy home-work balance.