Laboratory Client Service Representative

Overview

Note:

this is a hybrid role. The candidate must be onsite every other day.

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience.

We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.

The Laboratory Client Services Representative (Lab CSR) will work as a liaison to receive and assist in resolution of concerns of our Clients. Problem-solving and strong investigative skills are required to resolve Client concerns. The Lab CSR will also support internal laboratory clerical operations. A successful candidate must be Client focused, demonstrate strong communication skills, and genuinely empathetic to concerns of our Care Center partners and patients.

• Be responsible for handling Care Center inquiries by telephone and by ticket created in the portal regarding status of reports, concerns of service failures and other duties to provide Client satisfaction.
• Triage concerns appropriately based upon laboratory protocol.
• Report laboratory results to Clients using established protocols, document reporting or call history, and maintain appropriate records.
• Provide information to Care Center Clients regarding collection requirements of laboratory testing.
• Assignments may include operating information systems for data entry and retrieval of data, billing and Client interaction to obtain information and provide excellent Client services.
• Create and distribute reports from Athena Net and Vital Dx for Quality Assurance tracking.
• Manage onboarding process for new Care Centers.
• Contact Clients to resolve routine issues related to patient specimens and result reporting.
• Support laboratory administration and pathologists with clerical or administrative tasks as requested.
• Understand, support, and comply with company policies and procedures.
• Other duties as assigned.
• Handle inbound Client calls.
• Outbound calls to gather missing information.
• Reception desk coverage as needed.

• High school diploma or equivalent.
• Medical/lab experience is preferred as well as coursework in the sciences.
• Knowledge of specimen handling and collection requirements, general laboratory workflow and basic medical terminology.

• Health Coverage – Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off – Vacation, personal days, and paid holidays to help you recharge.
• Financial & Retirement Planning – 401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Income Protection – Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support – Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development – Opportunities and resources to support your career growth.