Lab Customer Service Representative, Laboratory Administration, First Shift

Job Description

Lab Customer Service Representative, First Shift, Laboratory Administration Department

UC Health is hiring a part-time Lab Customer Service Representative for the laboratory administration department for first shift at University of Cincinnati Medical Center.

The Lab Customer Service Representative acts as a liaison between the clinical laboratory and internal and external customers, manages the information gathered from the Quality Assurance forms, works the Charge Interface failure reports, assists TUH users with ordering laboratory tests in Hospital Interface system, works with reference laboratory to resolve issues, and suggests performance improvement initiatives based on analysis of laboratory data.

About University of Cincinnati Medical Center

As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati.

UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.


Job Responsibilities
  • Researches, resolves and documents customer service issues and communicates to customers as needed:
  • Act as a resource for customers answering phones, reviewing and completing investigations.
  • Determines if patient is Registered in the EPIC. If needed, Registers new patient in EPIC.
  • When appropriate combines accession of added on test to match that of the original test(s).
  • Walks orders in from EPIC, crossing them into Allscripts as needed.
  • Reviews EPIC messages documenting concerns in RED CAP and Midas as needed. Forward issues to manager for resolution as needed.
  • Researches, resolves and documents charge interface failures and communicates to appropriate staff (Mgmt, IT, Tech Specialist):
  • Addresses EPIC Workque billing failures and corrects mistakes.
  • Informs manager of trends or failures that require the assistance of billing, IS&T or other departments.
  • Reviews Pre-Authorization issues and address them as needed.
  • Adding missing information to ensure the appropriate reconciliation of concerns.
  • Compiles data from Quality Assurance forms and RedCap. Communicates trends and issues to management:
  • Randomly audits Outreach lab requisitions from multiple locations to ensure proper billing and compliance.
  • Reviews RedCap submission and addresses issue daily.
  • Informs manager of any trends that need to be addressed.
  • Acts as resource for customers, providing test information, results, ordering instructions in HIS:
  • Provides Test Code information: Use of Referral Labs Test Menus, Excel Spread Sheets, general internet searching.
  • Communicates test information to internal and external customers as needed.
  • Act as liaison with reference lab for all customer service issues:
  • Enters and Scanning Results, Finding Results from Referral Labs using Order Monitors.
  • Verifies the correct specimen type for testing, processing the specimen (centrifuging, pouring off, etc.) if needed.
  • Stores specimens according to the necessary requirement ex. Protect from light, Dry Ice, Room Temp, and Refrigerate.
  • Resolve any issues found, working with management as needed. Determines referral lab (destination). Sends test in accordance with reference lab standards.
  • Perform clerical duties as needed:
  • Gathering Reqs., Forms (Lost Specimens, Critical' s, Release Forms, Issue Specimens).
  • Print Report from Email: HDNCINF-SYPH_HIV One Pt Pages. Fax (Using a Cover Sheet) HDNCINF-SYPH_HIV One Pt Pages to Hamilton County Health Dept and other reports as needed.
  • Obtains Infectious Disease Reports (In-State and Out of State) from fax and fax to appropriate Health Department. Communicates report failures to manager for resolution.
  • Files documents as need in accordance to department standard.


Education and Experience Requirements:
  • Minimum Required: High School Diploma or GED.
  • Preferred: Associate or Bachelor's degree in science field.
  • MT(ASCP), MLT(ASCP) or equivalent preferred.
  • Laboratory customer service experience preferred.
  • Three to Five years clinical laboratory experience or equivalent required.
  • Knowledge of specimen requirements required.
  • Must be familiar with laboratory terminology, laboratory assay schedules and expected turn-around times.
  • Ability to read and comprehend written information required.
  • Keyboard skills and ability to effectively perform a variety of job duties in a stressful, fast paced environment is required.
  • Proficient in Microsoft Office. Familiarity with EPIC and Laboratory Information Systems required.

Join our team as a Lab Customer Service Representative in our laboratory administration department and work alongside the best and brightest clinical teams collaborating toward our common purpose: to advance healing and reduce suffering.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.