Lab CSR/Dispatcher

About the position Responsibilities • Respond to all customer inquiries (phone/email) in a timely manner with a courteous, knowledgeable demeanor. • Take ownership of all inquiries and use available resources to find a resolution as quickly as possible. • Maintain thorough knowledge of internal systems and processes related to the collection and processing of patient lab samples. • Respond to new account inquiries in a timely manner and enter them into our LIS (LabDaq/LabNexus/Phlebio/Sugar/Clinic and NPI). • Maintain critical call list updated and standing orders/discharge orders up to date. • Assist with monthly reports needed by facilities and handle STAT call intake. • Assist other departments with various tasks as needed, including Laboratory, Sales, and Corporate groups. • Oversee all orders are properly dispatched, completed, and processed according to policies and procedures. • Review, organize, and distribute all orders using knowledge of coverage areas and properly utilizing the available on-duty scheduled phlebotomists. • Conduct full tracking and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis. • Complete preparation of multiple phlebotomist's daily work assignments, and continue communication throughout the shift, tracking and re-routing as necessary. • Work closely with Phlebotomy Management, Laboratory, and Courier services to ensure order completion. • Provide detailed written documentation of issues that occur throughout the shift. • Conduct investigations of situations, conduct troubleshooting, and oversee immediate handling of unexpected problems as needed. • Notify the Phlebotomy Manager of any issues that require escalation. • Communicate any current or potential customer issues within assigned territory to the sales team and phlebotomy managers with suggestions for resolution. Requirements • High School diploma required. • Minimum of 1-year experience working as a lab dispatcher. • Minimum 1 year of customer service experience is preferred. • Ability to analyze customer and technician locations to optimize routing and ensure delivery on service-level commitments. • Ability to organize and control multiple tasks at one time, in a fast-paced environment. • Ability to handle large volumes of telephone assistance with various departments. • Can-do work ethic, positive attitude, and ability to independently resolve problems. • Proven ability to communicate effectively and appropriately with customers (internal and external) via phone and email. • Proficiency with Office products and ability to learn new systems quickly. • Ability to manage duties with relative autonomy. • Ability to sit for extended periods of time. Nice-to-haves • Experience in dispatching is preferred. • Experience in customer service is preferred. Benefits • Referral program Apply tot his job Apply To this Job