Client Services Associate, Johnson City

United Health Services is seeking a Client Services Associate to join our Pathology Support Services Team in Johnson City, NY. A Client Services Associate provides support to internal and external customers by performing problem investigation, resolution, client notification and specimen problem reporting. This is a PER-DIEM position.

Shift: Days
Hours per week: Varies
Salary range: $19.30 - $26.11/hour, depending on experience

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Client Services Associate Overview

The Client Service Representative assists physicians, patients, and other healthcare professionals as the laboratory resource for test results, technical questions, supply requests, billing inquiries and general information. Provides support to internal and external customers performing problem investigation, resolution, client notification and specimen problem reporting.

The Laboratory Services Department at UHS Wilson Medical Center operates at a high volume and offers the most testing options among all of United Health Services’ laboratories. The lab serves both inpatient and outpatient needs at UHS Wilson Medical Center. Consistently operating with the highest quality standards, our laboratories are accredited by the College of American Pathologists’ peer-inspection accreditation program.

Client Services Associate Key Responsibilities and Expectations

• Receives and handles all telephone calls and correspondence for laboratory test reporting; access LIS, and provide results to physicians or physician's designee via telephone, fax, or written report as requested (and document).
• Interfaces with technical and support staff to resolve service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, and documentation. Responsible for responding to complex inquiries, solving non-routine problems using independent judgment and discretion by accessing and reviewing necessary patient demographic sheets, requisitions and other submitted documentation.
• Fluent use of multiple electronic information platforms (LIS, HIS, EMR) in reviewing registration, billing and test order discrepancies.
• Effectively communicate verbally and in writing with internal and external clients regarding laboratory test availability, test results (non-interpretive) and specimen collection and storage requirements, telephoning reference labs and using printed reference material.
• Communicate with appropriate depts. (Lab Managers, Physicians, Nurses, Hospital staff) regarding maintenance requests, service and laboratory test changes. Documents all calls and actions taken as required by Regulatory Agencies and according to UHS policies.
• Satisfactorily meets daily and monthly performance metrics, statistics and quality data concerning CSA work volume, error classification and turn-around-time.
• Ensures Reference Laboratory reports existing outside electronic distribution methods are mailed, faxed or otherwise communicated.
• For reference laboratory testing, supports the Send Out department by reviewing reflex or add-on testing, or cancelled testing, acquires necessary permissions and documentation to proceed, and ensures applicable additional charges are applied or removed, as applicable.
• Assists with the review, troubleshooting and correction of clinical and financial registration data to ensure accurate and complete patient & physician demographics, test coding and billing codes required for the timely submission of bills to receive payment for services rendered (including charge errors, insurance denials).
• Assist Phlebotomy Team in coordination of procurement of off-site “STAT” Nursing Home collections.
• Makes outbound calls to notify client s and/or ensure test reporting requirements defined by physician, laboratory or UHS protocol are met. (i.e. Protimes, Phone Log).
• Identifies clients who are submitting incorrect/incomplete (orders) paperwork and/or specimens; develops and implements educational tools to enable correction of reoccurring issues or error.
• Defers all test interpretation request to appropriate CSR or Technical staff.
• Demonstrate commitment to organizational Values of Compassion, Trust, Respect, Teamwork, and Innovation

Position Qualifications

Minimum:

• High School Diploma or equivalent
• Minimum two (2) years related experience in a medical or clinical laboratory (i.e. Phlebotomy or Specimen Management)

Preferred:

• One (1) year Laboratory Client services in a clinical laboratory setting.
• Experience with HIS, LIS, and EMR.

About United Health Services

United Health Services is a not-for-profit healthcare system serving more than 500,000 people in Upstate New York’s Southern Tier region. We offer integrated healthcare services across 60 locations, including four hospitals, three walk-in centers, and 22 primary care offices, in addition to home care services and senior living facilities. The United Health Services system employs more than 6,300 people and comprises 600+ providers who are all committed to providing and supporting the delivery of exceptional patient care.

United Health Services employees and providers are “LOVED!” This means we’re Living Our Values Every Day. Here, you’ll join a team that is dedicated to values-based, coordinated patient care. Every day, we outwardly live our Values of Compassion, Trust, Respect, Teamwork, and Innovation.

About New York’s Southern Tier

As an employee of United Health Services, you’ll call the Southern Tier, or more specifically, the Greater Binghamton area, home. Known for entertainment and restaurants, craft brews, outdoor experiences, minor-league sports, family-friendly events, and a keenness for local history (like our connection to the Twilight Zone and our six antique carousels), Greater Binghamton offers something for everyone. We’re a short drive away from the Finger Lakes region in Central New York, three hours from New York City, and just shy of four hours from Niagara Falls, Canada.

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United Health Services in an Equal Opportunity Employer.

United Health Services, Inc. and the members of the UHS System neither are affiliated with, sponsored, endorsed nor approved by, nor otherwise associated with, Universal Health Services, Inc. (NYSE: UHS), UHS of Delaware, Inc. nor their affiliates, which can be found at www.uhsinc.com.