Client Services Support Specialist,

Description:
To function as the primary resource to KP Northwest (and external) providers, medical support staff, lab staff, referral labs and patients as they respond to inquiries about physician-s orders, laboratory testing requirements and results. Understand the processes related to all facets of lab testing, specimen collection and be able to provide clear and concise communications consistent with the quality of service expected by customers. Utilize information systems (eg., HealthConnect, Cerner Pathnet) for medical orders and laboratory result management and conduct online research for referral testing requests. Investigate and resolve, or coordinate resolution for, complex issues that may result in delayed testing and/or may have a potential impact on patient care.
This description is for recruitment posting purposes only. It has not received full HR review and approval.
Laboratory Services: Perform entry of test results into the LIS for all external laboratory tests and, if necessary, internal tests. Places lab orders from external providers into the LIS. Maintain and complete all required documentation for reports, requests and results. Communicate and document results, including critical values to clinical staff throughout the northwest region. Track messages sent from providers via EPIC messaging and act on requests or inquiries as necessary. Collaborate with providers (internal and external) to provide support for contracted and non-contracted testing or resulting. Contact patients regarding lab orders and communicate pre-analytical testing requirements; notify patients if recollections are necessary. Correct or amend referral lab test results and notify ordering provider as needed.
- Call Center Services: Answer and manage all telephone calls from providers, lab staff and members requiring assistance with inquiries and testing information. Accurately identify medical and laboratory situations requiring triage to another department for resolution and follow up to assure resolution has occurred. Act as a first line of response for member complaints and escalate to the appropriate management as necessary. Complete documentation following each phone call providing a comprehensive summary of the call and actions taken.
- Administration: Monitor pending test lists for internal and external clients to ensure that turnaround time for testing meets provider needs and expectations. Assists with coordinating ordering and submission of non-formulary (MISC) orders and monitoring laboratory utilization in conjunction with the Lab Utilization Committee (LUAT). Submits billing credits to Finance for any lab errors. Call and coordinate transportation for specimens collected from outside facilities.
- Collections Resource: Function as a subject matter expert regarding specimen collection requirements and constraints. Assess specimen integrity and stability in conjunction with requirements as outlined in written resources. Identify changes to referral lab testing requirements and ensure that internal resources are updated via change management processes. During computer downtime, act as the first line resource for addressing all specimen/collection/processing questions for internal and external clients.
- Performs other duties as requested. (DO NOT EDIT.)