Position Summary / Career Interest:

The University of Kansas Health Lab Customer Care Agent is a position within the Pathology and Laboratory Medicine Department. The Lab Customer Care Agent is responsible for handling patient and client complaints, comments, and concerns related to collection, testing, reporting, and billing. With the aid of the Call Center software, the agent will provide a professional, and comprehensive response to all physicians, and patients.


Responsibilities and Essential Job Functions

• Consistently demonstrates excellent verbal and written customer service and skills.
• Consistently answers phone calls in a timely manner.
• Respectfully answers questions regarding locations and hours of operation for Health System Patient Draw Stations, as well as information regarding services provided at our Community Cancer Centers and Clinics.
• Communicates about result availability via patient portal and/or and when results were released to ordering provider.
• Assists patients with questions regarding test prices, billing and insurance (EOB) -explanation of benefits and contacts Patient Financial Counselors for help when needed.
• Understands when a problem needs to be escalated to the Customer Service Coordinator, Supervisor or Patient Financial Services for billing problem resolution.
• Delivers outstanding customer service to all internal and external customers. Maintains service levels (speed of answer, abandonment rate, and hold times) to achieve department service level goals.
• Communicate with providers in a timely manner if test results are going to be delayed or testing is unable to be performed.
• Communicates with provider/clinic if testing is cancelled, in accordance with departmental policy, in a timely manner.
• Contact providers/clinics in a timely manner to obtain any missing required requisition or specimen information that does not require recollection of the specimen.
• Handles requests for add-on testing and if unable to add ordered tests, provides timely notification to the provider/clinic.
• Handles request for reports and ensures that all patient identifiers are verified prior to releasing patient information.
• Communicates and documents critical laboratory results in accordance with departmental policy to outpatient/outreach areas.
• Works with Customer Service Coordinator or Supervisor to problem solve a specimen or workflow issues.
• Handles requests for lab supplies for shipment or provides ordering information for client.
• Compliant with HIPPA policies and regulations.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 1 or more years experience in a laboratory profession and/or customer service environment.

Preferred Education and Experience

• Associates Degree Communications, business or health care administration
• Phlebotomist

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.