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The University of Kansas Health System Lab Customer Service Department Supervisor is a position within the Pathology and Laboratory Medicine Department that is responsible for directing and leading a team of Lab Customer Service Representatives. The Lab Customer Service Department is responsible for handling patient and client complaints, comments and concerns related to collection, testing, reporting, and billing. This position will work closely with Health System laboratory leadership in all departments including the Laboratory Information System staff as well as Patient Financial Counselors and ensure Lab Customer Service Representatives are handling these issues in a timely manner. The Lab Customer Service Department Supervisor must emulate The University of Kansas Health System Values and demonstrate a positive professional demeanor which is projected through verbal and non-verbal communication. This position is responsible for leading the team and demonstrating timely delivery of information to patients, providers, and clinics. This position will manage the Lab Customer Service team and support internal and external customers. This position will participate in departmental Quality and Performance initiatives and customer satisfaction metrics. Responsibilities *Mu st be able to perform the professional competencies of the assigned unit or department. Understanding or ability to perform in either the clinical or surgical pathology lab is preferred. *Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required. 1) Leads the team that is responsible for working with patients and clients: Consistently demonstrates excellent verbal and written customer service and skills Consistently answers phone calls in a timely manner; develops and monitors metrics for staff response times to ensure optimal customer service. Respectfully answers questions regarding locations and hours of operation for Health System Patient Draw Stations, as well as information regarding services provided at our Community Cancer Centers and Clinics. Communicates about result availability via patient portal and/or and when results were released to ordering provider. Assists patients with questions regarding test prices, billing and insurance (EOB) -explanation of benefits and contacts Patient Financial Counselors for help when needed. Understands when a problem needs to be escalated to laboratory leadership or Patient Accounting for billing problem resolution. Treats the patient with respect and provides assurance regarding problem resolution. Compliant with HIPAA policies and regulations. Instructs and guides staff on privacy rules. Serves as a resource to the team as well as to clients and providers regarding test requirements, specimen submission, reporting and specimen preparation for transport. Communicate with providers in a timely manner if test results are going to be delayed or testing is unable to be performed. Communicates with provider/clinic if testing is cancelled, in accordance with departmental policy, in a timely manner. Contact providers/clinics in a timely manner to obtain any missing required requisition or specimens information that does not require recollection of the specimen. Handles requests for add-on testing and if unable to add ordered tests, provides timely notification to the provider/clinic. Handles request for reports and ensures that all patient identifiers are obtained prior to release. Communicates and documents critical laboratory results in accordance with departmental policy to outpatient/outreach areas. Works with other members of laboratory leadership to problem solve a specimen or workflow issue. Serves as a resource to the team as well as to clients and providers Provides support and assistance in procuring courier service when needed and with tracking of specimens. Handles complaints about courier issues or delays. Courier problems are escalated to Supervisor and Courier Vendor account manager in a timely manner. All complaints are documented per department policy. Handles requests for lab supplies for shipment or provides ordering information for client. Provides “White Glove Concierge” training for Lab Customer Service staff. Writes department procedures and performance indicators for staff. Provides training for handling phone conversations with an angry patient, provider or clinic. Provides training for staff to understand when to escalate the problem to the Supervisor or other member of Laboratory Leadership team. Provides routine metrics/reports to lab leadership about the Customer Service operation. Ensures that all training is documented in a timely manner. Provides on going coaching, mentoring and “white glove” modeling for behavior. Qualifications Required: Bachelor’s degree in a biological science focused on laboratory medicine: clinical or anatomic pathology Minimum one year experience in a certified laboratory profession Minimum of one year customer service experience Must have excellent verbal and non -verbal skills in English Must have a valid driver’s license and means of transportation Preferred: Certification in Laboratory Specialty, MLS, HT/HTL, CT, PA Certification in Customer Service Bilingual in English and Spanish