Job Summary

The CSR serves as a liaison and consistent point of contact between TJUH Center City campus and integrated and external clients that are utilizing the services of TJUH Clinical Laboratories; between various laboratory sections and laboratory clients, both internal and external. In this role the CSR is responsible for providing verbal and written laboratory results in accordance with state, local and federal health information regulation and provides guidance and/or in-service sessions for integrated and outside clients. Additionally, the CSR is responsible for processing outside consults (Anatomic Pathology, HemPath, etc.) and provides administrative support as needed for Surgical Pathology and Hematopathology.

Essential Functions

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Answers and makes telephone inquiries about laboratory services to include but not limited to test requirements, laboratory locations and hours of operation, in an accurate, courteous and timely manner.
• Maintains documentation of calls and requests
• Reviews patient information and provides results according to hospital policy, CAP regulations and HIPAA
• Checks test requisitions against orders to minimize errors and improve patient care and provider services.
• Oversees centralized receipt of reference testing.
• Triages all issues and requests appropriately.
• Determines which section the specimen goes to first based on set protocol, when shared specimens are received, and delivers all registered specimens and related paperwork to section(s) for accessioning.
• Identifies possible issues related to minimum specimen requirement; escalates to appropriate Section Director and to Section Supervisor in Flow for decisions on questionable quantity or integrity.
• Performs registration for bulk billing clients and delivers paperwork to Registrars if full registration is needed (pick-up from Registrars once full registration is completed).
• Tracks each specimen on a daily basis based on date of receipt, status, anticipated TAT, etc.;
• Updates specimen/test status daily, inquires as needed to assure that tests are tracking to committed TAT.
• Assures that timely tracking statistics, volumes, call log, etc. are readily available to all relevant Section Leaders (and/or designees) in the lab.
• Reports distribution (fax, scan, mail, etc.) and documentation of receipt and/or send information.
• Develop and maintains customer relationships with site specific liaison(s).
• Addresses all escalated client situations as needed.
• Trains and orients clients on processes, tracking system.
• Assists the supervisor in training, evaluation and competency assessments for other customer service representatives to include but not limited to documentation maintenance.
• Prepares invoices based on reconciliation of services provided and submit for billing.
• Prepares and sends consult/second opinion cases originating from the surgical path or hemepath sections.
• All outside materials received for consult will be tracked, inventoried, and returned to original institution within 30 days.
• Provides general administrative support and clerical functions for Section Directors in Hematology and AP to effectively implement the administrative policies of the department, such as .preparing reports, answering phones, scheduling meetings, maintaining departmental records, files, etc and providing administrative support for special projects related to laboratory operations.

Minimum Education and Experience Requirements

• High School required, or equivalent certification. B.S. (e.g. BioTech, Lab Medicine, or related major) preferred
• Four (4) to Six (6) years related experience
• Superior customer service and telephone skills
• Excellent verbal and written communication skills
• Proficiency in MS Office (Word, Excel, PowerPoint, & Outlook), and Adobe Professional.
• Experience in CP and in AP preferred.
• Knowledge of medical terminology
• Strong organizational skills.

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jefferson’s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jefferson’s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.