Customer Service - Baystate Health

Req#: R23767
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Per Diem
Shift: First


Client Services is the central area of communication between internal and external customers of Baystate Health, collaborating with and acting as liaison between BRL, laboratory, physician office, and nursing staff. Client Services is utilized as a resource for information by physician offices, patients, couriers, phlebotomists, lab assistants, revenue associates, laboratory techs and marketing representatives. Client Services Representative I must possess excellent communication and interpersonal skills. This entry level position requires accuracy in reporting patient results, good organizational skills, attention to detail and basic computer skills.

Job Responsibilities: 

1) Courteous and helpful in all interactions with clients, patients, internal/external customers and BRL staff. Observes and promotes BH organizational standards of behavior.

2) Works under supervision and guidance of Client Services Representative II or higher level to complete training objectives and competencies.

3) Answers incoming calls for patient test results, supply orders, specimen requirements/transport, courier/phlebotomy dispatch, outpatient pricing, orders for add-on testing, and any other client issues.

4) Accurately reports routine and stat patient results to physician offices by phone and by fax. Learns to report anatomic pathology results using CoPath system.

5) Investigates and resolves basic specimen investigation and misdirected report issues. Documents BRL errors, contacts patients for recollection. Maintains accurate, thorough and complete documentation. Learns basic specimen integrity, specimen handling and specimen labeling requirements.

6) Obtains missing/invalid diagnoses from physician offices.

7) Learns to credit tests using appropriate crediting comments. Records resulted tests on credit log.

8) Prints, bursts, files, stores client requisitions

9) Utilizes multiple computer systems to include SMS, Sunquest, Microsoft Office, Outlook, Avenue Database, Homedraw/Nursing Home Database, CIS, CoPath. Performs SMS registrations.

10) Maintains awareness of and follows all corporate and BH Pathology compliance policies and procedures. Completes on-line compliance and safety training as scheduled. Maintains consistent and reliable attendance and complies with attendance/tardiness policy.

Required Work Experience: 

1) Experience in a medical office environment, medical laboratory and/or customer service experience is preferred

Preferred Work Experience: 

1) None Listed

Skills and Competencies: 

1) Demonstrates excellent communication, teamwork and interpersonal skills

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



GED or HiSET (Required)


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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