Lab Customer Service Associate

Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world.
It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged.
Vanderbilt Health recognizes that diversity is essential for excellence and innovation.
We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated.
It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday.
Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.
Organization: Customer Service Job Summary: JOB SUMMARY Responsible for answering and managing both clinical and anatomical laboratory telephone calls with minimal guidance.
Uses laboratory knowledge and customer service to provide timely, clear, an accurate assistance to callers.
Uses various software and issue tracking tools to provide information and follow issues until they are resolved.
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KEY RESPONSIBILITIES • Actively participates in activities and functions necessary for the optimal performance of the Laboratory Customer Service Center.
• Demonstrates knowledge and proficiency with the ACD phone system.
• Demonstrates knowledge and proficiency with the Customer Service software tools.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.
TECHNICAL CAPABILITIES The Lab Customer Service Associate (Medical Lab Technologist 2) is responsible for the management of clinical laboratory telephone calls in an office setting with minimal guidance.
The Customer Service Associate uses their clinical laboratory education, experience, and problem-solving skills to assist callers.
Caller issues include ordering tests, obtaining results, add-on testing, specimen collection and incident reporting.
The Customer Service Associate uses a "customer service" attitude to enhance patient care by providing clear, accurate, timely, and professional assistance to callers.
The Customer Service Associate uses various software and issue tracking tools to provide information and follow issues until they are resolved.
This position reports to the Team Leader of Customer Service.
Allied health is among the fastest growing occupations in healthcare today.
This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.
These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.
Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.
Core Accountabilities: * Organizational Impact: Performs non-routine tasks that significantly impact team's performance with minimal guidance.
* Problem Solving/ Complexity of work: Conducts research and analysis to solve some non-routine problems.
* Breadth of Knowledge: Applies broad job knowledge and has basic job skills in other areas.
* Team Interaction: Provides informal guidance and support to less experienced team members.
Core Capabilities : Supporting Colleagues: - Develops Self and Others: Continuously improves own skills by identifying development opportunities.
- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.
- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner.
Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service.
- Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.
- Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.
Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards.
- Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond.
- Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
Managing Resources Effectively: - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service.
- Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources.
- Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error.
Fostering Innovation: - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them.
- Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
- Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.
Position Qualifications: Responsibilities: Certifications: LIC-Medical Laboratory Act - Tennessee, LIC-Medical Technologist - Licensure-Others Work Experience: Relevant Work Experience Experience Level : 3 years Education: Associate's Vanderbilt Health recognizes that diversity is essential for excellence and innovation.
We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action.
EOE/AA/Women/Minority/Vets/Disabled