RESPONSIBILITIES

Diagnostic Laboratory Services, Inc. (DLS) is Hawaii’s largest locally owned and operated medical testing laboratory. DLS is considered a leader in the Hawaii, Guam and Saipan communities we serve. As an integral part of the patient care team, DLS uses state of the art testing and value-based informatics to promote optimal patient care and positively impact patient outcomes.

SCHEDULE

Regular Full-Time

Must be available Monday through Friday from 7:00 am to 3:00 pm with rotating holidays and weekends.

Must be flexible with schedule changes to meet operational needs.

HIRING RANGE

$19.50 to $24.27 hourly

Actual pay commensurate with experience

JOB SUMMARY

Promotes positive patient experiences through prompt, accurate, and courteous interactions via the telephone and email inquiries. Assists patients with their laboratory needs. Facilitates patients with scheduling lab work as necessary. Assists patient with retrieval of laboratory results via phone, fax, mail, and/or through the DLS Patient Portal system. Assists clients as needed.

DUTIES AND RESPONSIBILITIES

1. Listed below are major duties and responsibilities of this position. Essential job functions are identified with an *.

2. Responds to and resolves patient laboratory inquiries and requests via telephone, email, in writing or in person. (70%)*

3. Schedules patient laboratory appointments upon request.

4. Forwards laboratory results to designated clients upon request from the patient.

5. Documents timely relevant information in internal systems as required through Antrim, Excel, email etc..

6. Researches and coordinates patient’s requests and appointments as necessary.

7. Assists with training of peers as needed.

8. Provides support to patients accessing the DLS patient portal. (20%)*

9. Performs patient account set up by monitoring requests via the User Interface (UI).

10. Assists patients with setting up new accounts and the registration process.

11. Investigates and resolves discrepancies in patient data between the Laboratory Information System (LIS) and the Enterprise Master Patient Index (EMPI).

12. Assists Client Services Representatives as needed. (10%)

13. Responds to incoming requests and questions from clients via phone, email and/or fax.

14. Entering laboratory orders received by PSCs or clients into the LIS.

15. Reporting critical and/or stat laboratory results to clients via phone, print (autodial) or fax

16. Works with all departments regarding test additions and cancellations.

17. Prints and distributes laboratory reports to patients and clients.

18. Performs other duties as required.

19. Job expectations:

20. Communicates relevant information to team members, supervisor, and other appropriate people in a timely and appropriate manner.

21. Supports organizational performance and strategy by providing information and contributing to quality improvements, as appropriate.

22. Observes all safety and health regulations and works in accordance with DLS safety policies and procedures. Reports unsafe actions/conditions and injuries to supervisor promptly.

23. Identifies and analyzes problems; makes decisions and takes appropriate action(s).

24. Assists internal and external customers with questions, concerns, problems, etc.

25. Maintains a positive work climate and effective working relationships with internal and external customers.

26. Maintains attendance as scheduled/assigned, consistent with DLS policies and procedures.

27. Attends and/or participates in activities such as, but not limited to, meetings, required inservice programs, continuing education, and competency assessments.

28. Models the behaviors consistent with the mission, vision and shared values of the organization.

29. Maintains confidentiality of information in accordance with company policies and

30. procedures.

JOB DEMANDS

Communication Demands:

• Reads and interprets documents and emails forwarded by patients.

• Routinely composes email correspondences.

• Effectively communicates information to internal and external customers.

Typical Physical Demands:

• Requires clear vision at 20 inches or less and 20 feet or more, identification and distinguishing of colors, and depth perception.

• Able to talk and hear up to eight (8) hours continuously.

• Able to sit, use PC and talk on the phone up to seven (7) hours continuously.

• Able to walk, stand, or bend up to one (1) hour intermittently.

• Able to lift, carry, push or pull supplies up to thirty-five (35) pounds occasionally.

Typical Working Conditions:

• Work environment includes conditions common to an office environment with computers, printers, and light foot traffic.

• Generally works in an indoor, air-conditioned area.

QUALIFICATIONS

Education:

Required:

• Associates degree from an accredited college or university (High diploma plus two (2) years customer service or work with public experience).

Preferred:

• Bachelor’s degree from an accredited college or university.

Experience:

Required:

• Two (2) years patient care, customer service or equivalent public contact experience.

Preferred:

• Clinical laboratory experience.

• Experience with Antrim or other Laboratory Information System (LIS).

Skills:

Required:

• Ability to communicate effectively in English, in both verbal and written form.

• Basic ability to operate personal computer.

• Ability to manage and learn various computer applications/software.

• Familiar with various types of cellular phones and PC models and software applications.

• Working knowledge of general office equipment such as copiers, facsimile machines, etc.

• Excellent customer service skills.

• Proficient in Microsoft Office or similar software.

Equal Opportunity Employer/AA/Disability/Vet