Client Services Representative/MLA2

Site: North Shore Medical Center, Inc.

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

• Follows proper telephone etiquette for answering incoming and outgoing telephone calls.
• Answers all telephone calls in a timely manner. Identifies self by name and department when answering incoming telephone calls. Does not transfer telephone calls to another person or department without informing recipient of who is calling and the reason for the transfer. Informs the caller that they will be transferring the call to the appropriate person gives the caller the phone number and their name in case the call is disconnected.
• Successfully answers all inquiries while promptly and accurately assisting patient's, clinicians and colleges obtaining the proper resolution to the inquiry.
• Carefully documents all Client Calls in the Client Calls program making sure to have accurate documentation
• Is careful to assign to the appropriate department pertaining to the call.
• Monitors Call Back per Laboratory protocol.
• Provide clerical and support services, including answering phones and communicating critical, STAT, or lab results to the appropriate department or licensed care provider. Ensure all calls are properly documented in accordance with established protocols.
• Faxes or calls as requested.
• Print nursing home labels.
• Print nursing home requisitions.
• Enter safety events into our RL system.
• Order phlebotomy fees in Sunquest.
• Cover specimen processing as needed.
• Cover home care outreach as needed.
• Utilize Faxcom to index and file electronically received lab orders.
• Scan and transcribe paper orders into Epic.

 

Qualifications

• Laboratory  Requires intense attention and concentration.
• Ability to handle several processes concurrently. 
• Ability to deal with a wide range of personalities.
• Basic computer skills.
• Previous laboratory experience: Hands-on experience working in a laboratory setting, including familiarity with lab procedures, equipment, and safety protocols.
• Previous laboratory experience as a Medical Lab Assistant, Phlebotomist, or Client Services Representative.
• High school diploma or GED preferred
•  Medical Terminology certification preferred

 

Additional Job Details (if applicable)

 

Remote Type

Onsite

 

Work Location

81 Highland Avenue

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

EEO Statement:

North Shore Medical Center, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.