Category Laboratory Location Knoxville, Tennessee Job function Operations Job family Laboratory Operations Shift Day Employee type Regular Full-Time Work mode On-site Handle all internal and external customer contact regarding Referral Testing. Receive, resolve and follow up with complex customer issues. Act as a liaison between internal and external customers and Referral vendors. 
Retrieve, sort and process specimens for shipment to referral laboratories.  Ensure sample quality and accuracy. Identify problems with specimen types, missing information, incorrect temperature, quantity not sufficient, etc.  Prepare specimens and packages for shipment ensuring they are prepared according to IATA regulations.  Responsible for filing departmental documents. Handle all customer inquiries regarding reporting of results, service failures and other quality issues to provide customer satisfaction. Report laboratory results using established protocols. Contact clients to resolve routine or medical/technical matters related to patient testing and result reporting using established protocols. Perform investigations and provide resolution to complex Referral Testing issues. Research test availability using established protocol for selecting a referral vendor.  Assist Client Services, Customers and Sales by effectively answering questions and responding to concerns in a timely manner. Communicate all tests not performed [TNP's] and lab accidents to clients within 24 hours of notification. Document thoroughly; elevate issues of concern to supervisor.  Identify and escalate Reportable Quality incidents to supervisors. Maintain work area in a safe, functional and sanitary condition. Adhere to all established CLIA, HIPAA, OSHA and laboratory safety requirements. Required to use (a) personal protective equipment, (b) engineering controls and/or (c) work practice controls as directed by management. Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 
QUALIFICATIONS

Required Work Experience:  

Minimum one (1) to two (2) years clinical laboratory experience. 

Preferred Work Experience:  

 Customer service and/or medical background preferred. 

Physical and Mental Requirements:  

The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried occasionally; objects 36 to 50 pounds are seldom lifted or carried and objects over 50 pounds are not to be lifted or carried without assistance. Ability to stand and work at the bench for long periods of time. Frequent walking and/or standing. 

Knowledge:  

Basic understanding of the operations of Client Services and Specimen Processing. Thorough understanding of Referral Testing. Basic medical terminology applicable to clinical laboratory. 

Skills:

Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency. Demonstrate strong independent problem-solving skills. Interpersonal skills necessary to deal courteously and effectively with supervisors, co-workers and clients. Communication skills necessary to handle telephone inquiries from clients and vendors. Ability to deal with patient and client information in a confidential manner. Good data entry skills required. Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems. 
EDUCATION
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.