Medical Reception / Client Services

Incyte Diagnostics is a private company founded in 1957 by pathologists to provide anatomic pathology services & clinical lab services throughout the Pacific Northwest.

Our team of expert pathologists believes in a collaborative approach to patient care centered on outstanding quality diagnostics and service to the Northwest medical community, and we’re looking for support personnel!

As a client services representative you are part of our pre & post-sales support team and your passion for providing exceptional customer service contributes to our high level of client and patient satisfaction.

Acting as the first line of response to customers, you will communicate in an open, helpful and engaging tone and focus on finding the right solution with each interaction.

You will work with various laboratory departments to resolve support concerns, escalate issues and serve as an ambassador for our laboratory.

My favorite part of this role is interacting with our leaders in the medical community. You will learn so much from them! Not only do we get to talk with doctors over the phone, we also sit with amazing Pathologists! What does Client Services mean exactly?

It means we’re on the hunt for patient history and prior treatments, and getting that to the Pathologists immediately so they can give a diagnosis.

It also means we are answering multi-line phones and giving support to callers. There’s so much more to the position so check out the complete job description below.

One more thing, don’t ignore this opportunity if you are not familiar with Pathology . I hire real living people that are smart and dedicated no matter what field they are in.

In your cover letter tell me some amazing things about yourself that will set you apart from the standard applicant. We have a wide-array of specialists in our laboratory and I am excited to see what you will bring to the table!

SHIFT will be M-F / 7 : 30am-4pm

Essential Job Responsibilities

Management of multi-line telephone system

Answer calls within three rings

Dispatch calls quickly, announcing calls where appropriate.

Maintain an accurate phone log, recording pertinent information to include time of call, caller, reason for call (with accession number if appropriate) and disposition of call

Maintain accurate recording of categories of calls for QA purposes

General receptionist duties

Dress appropriately for first impression of guests

Greet all visitors entering the lobby

Accurately and professionally announce visitors to Incyte personnel

Manage the sign-in procedure of all guests and badge appropriately

Refrain from non-essential conversation / activity while visitor is in lobby

Be aware of when visitors are leaving and retrieve guest badges

Client Services

Can quickly determine what information the client needs and is able to find that information in PowerPath; Must be proficient in faxing information or reading diagnoses aloud to client over the phone

Troubleshoot client problems using knowledge of courier schedule, specimen flow, paper flow, etc. Forward information to appropriate personnel (supervisor, Client Services Field Representatives, departments, COO, etc.)

Be aware of Incyte Diagnostics’ test menu run, including specimen requirements, as well as testing performed at other institutions (PAML, SHMC, etc.)

Resolve on hold cases, making calls / faxes to clients as required and noting information obtained accurately in patient database

Maintain on hold database

Accurately input Add On testing ordered

Maintain failed fax log; notify IS when there appear to be issues with the distribution server

Maintain integrity of patient database by inserting appropriate notations in electronic patient file when records are printed / faxed, special requests are made, etc.

Perform patient merges and amended reports accurately and timely

Review & resolve duplicate patient reports

Provide timely preparations of send outs and specimen returns, logging information accurately in patient database

Participates on on call list for evening and weekend coverage for clients

Marketing Support

Maintain seamless flow of communication regarding client concerns, etc. with account representatives

Review and analyze marketing data to provide volume trends

Provide support for Marketing collaterals

Provide support for Marketing including updating clinician addresses, preparing favors for conferences, preparing forms and correspondence as requested

Label and organize projects such as PathWays, race packets, conference goodies, etc.

Stamp patient record envelopes