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Laboratory Support Associate

Company: Springfield Clinic
Location: Springfield
Posted on: May 11, 2024

Job Description:

The Laboratory Support Associate is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining department wide communications while demonstrating a high level of customer service and ensuring pertinent information is distributed appropriately.

Job Relationships
Reports to the Laboratory Technical Manager
Principal Responsibilities


  • Greets, receives, and screens patients and telephone calls in courteous and business-like manner.
  • Assist in answering Laboratory FAQs using flow charts provided.
  • Demonstrates a high level of customer service by answering, routing, and documenting incoming calls, faxes, and emails in an accurate and timely manner.
  • Ascertains needs and directs accordingly, documents call in Laboratory Information System (LIS); contacts patients; arranges follow-up laboratory needs by telephone.
  • Answers questions with non-confidential information; resolves minor complaints; refers more difficult problems, calls and complaints to appropriate supervisor and/or management.
  • Demonstrates an advanced knowledge of the department, the location of SC departments, satellite Lab locations and hours of operations for all SC Lab sites.
  • Communicates appropriately and clearly to managers, nurses, coworkers, and physicians.
  • Faxes patient results and checks the fax log regularly throughout the day to ensure all outgoing faxes were successful. Resend any failed faxes or work failed fax list.
  • Communicates with outside vendors for the pickup and distribution of medical records.
  • Scan orders and results into patient charts or to the applicable internal or external providers.
  • Maintains department records, reports, and files as required.
  • Maintain a positive attitude and professional behavior in working to achieve departmental goals.
  • Comply with the Springfield Clinic incident reporting policy and procedures.
  • Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
  • Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
  • Perform other job duties as assigned.

    Education/Experience

    • High School graduate or GED required.
    • Minimum of one (1) year of medical office and/or phone experience preferred.

      Knowledge, Skills and Abilities

      • Proficient and accurate typing skills required.
      • Knowledge of medical terminology is preferred.
      • Excellent attendance in previous work environment.
      • Demonstrates intermediate computer skills and knowledge of computer software programs.
      • Effective verbal, written and interpersonal communication skills.

        Working Environment.

        • Office type environment requiring extended periods of sitting.

          PHI/Privacy Level

          • HIPAA1

Keywords: Springfield Clinic, Springfield , Laboratory Support Associate, Healthcare , Springfield, Illinois

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