CUSTOMER SERVICE LEAD - LAB OUTREACH
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Position Summary
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Customer Service Lead will act as resource to the ALS team. He/she will work directly with the ALS Director, ALS Sales Manager, Pre-Analytical Supervisor, Technical Specialists, and venipuncture team members to address questions, complaints, and concerns for our ALS clients to ensure quality lab services are provided by ALS. Will provide feedback to the ALS team and laboratory management when necessary.
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Department Summary
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ALS provides lab, courier, and phlebotomy services for our local and surrounding counties, Stark, Wayne, Summit, Tuscarawas, and Holmes Counties.
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Qualifications
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- High School Graduate or equivalent
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- Customer service experience required
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- Knowledge of Lab billing preferred
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- 5 years of Lab Experience preferred
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Department Qualifications
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Skills
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- Professional and respectful interaction with co-workers and clients while portraying a positive attitude
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- Strong customer service skills
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- Professionally troubleshoot all client / patient issues and follow-up accordingly
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Responsibilities & Expectations
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- Follow the lab and departmental policies and procedures
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- Create the ALS office staff and courier team schedules
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- Pull a daily Discern Analytics 2 report to provide the ALS routine turnaround time
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- Report the average routine turnaround time monthly under the ALS lab KPI dashboard
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- Monitor and resolve Lab Services Help Tickets
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- Assign courier routes appropriately
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- Evaluate and update courier routes as needed.
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- Ensure proper training of all courier staff, including the use of the specimen tracking system.
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- Ensure proper specimen storage and transport requirements are followed by all staff.
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- Complete annual competency for all courier and office staff
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- Maintain and coordinate scheduling all vehicle maintenance needs.
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- Adhere to hospital dress code policy and maintains a professional appearance
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- Follows universal precautions at all times.
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- Crosstrain to perform all ALS CSR office and courier duties for coverage as needed
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- Participates in process improvement projects
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- Performs other necessary duties and tasks as assigned by the Director
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Department Responsibilities & Expectations
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Working Conditions
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- Work eight hours a day; 40 hours per week
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- Lunch periods and breaks are coordinated with other staff members to maintain
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- adequate departmental coverage.
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Hazardous Exposure Category
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Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks.
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Physical Addendum
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Demands
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Frequency
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Remarks
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Lifting 0-10 lbs
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Occasional 10-33%
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Lifting 10-20 lbs
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Occasional 10-33%
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Lifting 20-35 lbs
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Never
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Lifting 35-50 lbs
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Never
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Lifting 50-75 lbs
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Never
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Lifting 75-100 lbs
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Never
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Lifting over 100 lbs
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Never
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Forward Reaching
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Occasional 10-33%
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Overhead Reaching
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Occasional 10-33%
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Standing
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Frequent 34-65%
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Walking
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Frequent 34-65%
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Sitting
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Continuous 66% of the day
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Climbing
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Occasional 10-33%
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Stairs/Ladder
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Occasional 10-33%
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Bending/Stooping
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Occasional 10-33%
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Twisting/Turning
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Kneeling/Squatting
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Crawling
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Pushing/Pulling 0-10 lbs
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Occasional 10-33%
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Pushing/Pulling 10-20 lbs
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Occasional 10-33%
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Pushing/Pulling 20-35 lbs
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Occasional 10-33%
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Pushing/Pulling 35-50 lbs
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Never
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Pushing/Pulling 50-100 lbs
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Never
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Pushing/Pulling over 100 lbs
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Never
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Carrying 0-10 lbs
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Carrying 10-20 lbs
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Carrying 20-35 lbs
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Carrying 35-50 lbs
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Carrying 50-100 lbs
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Carrying over 100 lbs
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Grasping/repetitive sustained
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Occasional 10-33%
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Fine motor coordination
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Continuous 66% of the day
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Vision: Near/Far/Color
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Continuous 66% of the day
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Hearing: ordinary conversation/other
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Continuous 66% of the day
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. AultCare is an EEO/AA Employer M/F/Disability/Vet.
AultCare/AHS will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on AultCare/AHS or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation. Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.
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