CUSTOMER SERVICE LEAD - LAB OUTREACH at Aultman Health Foundation – CANTON, Ohio

Aultman Hospital

Customer Service Lead will act as resource to the ALS team. He/she will work directly with the ALS Director, ALS Sales Manager, Pre-Analytical Supervisor, Technical Specialists, and venipuncture team members to address questions, complaints, and concerns for our ALS clients to ensure quality lab services are provided by ALS. Will provide feedback to the ALS team and laboratory management when necessary.

ALS provides lab, courier, and phlebotomy services for our local and surrounding counties, Stark, Wayne, Summit, Tuscarawas, and Holmes Counties.

• High School Graduate or equivalent

• Customer service experience required

• Knowledge of Lab billing preferred

• 5 years of Lab Experience preferred

• Must be detail-oriented

• Professional and respectful interaction with co-workers and clients while portraying a positive attitude

• Strong customer service skills

• Professionally troubleshoot all client / patient issues and follow-up accordingly

• Follow the lab and departmental policies and procedures

• Create the ALS office staff and courier team schedules

• Pull a daily Discern Analytics 2 report to provide the ALS routine turnaround time

• Report the average routine turnaround time monthly under the ALS lab KPI dashboard

• Monitor and resolve Lab Services Help Tickets

• Assign courier routes appropriately

• Evaluate and update courier routes as needed.

• Ensure proper training of all courier staff, including the use of the specimen tracking system.

• Ensure proper specimen storage and transport requirements are followed by all staff.

• Complete annual competency for all courier and office staff

• Maintain and coordinate scheduling all vehicle maintenance needs.

• Adhere to hospital dress code policy and maintains a professional appearance

• Follows universal precautions at all times.

• Crosstrain to perform all ALS CSR office and courier duties for coverage as needed

• Participates in process improvement projects

• Performs other necessary duties and tasks as assigned by the Director

• Work eight hours a day; 40 hours per week

• Shift is 8am to 430pm

• No weekends or holidays

• Lunch periods and breaks are coordinated with other staff members to maintain

• adequate departmental coverage.

Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks.

Demands

Frequency

Remarks

Lifting 0-10 lbs

Occasional 10-33%

Lifting 10-20 lbs

Occasional 10-33%

Lifting 20-35 lbs

Never

Lifting 35-50 lbs

Never

Lifting 50-75 lbs

Never

Lifting 75-100 lbs

Never

Lifting over 100 lbs

Never

Forward Reaching

Occasional 10-33%

Overhead Reaching

Occasional 10-33%

Standing

Frequent 34-65%

Walking

Frequent 34-65%

Sitting

Continuous 66% of the day

Climbing

Occasional 10-33%

Stairs/Ladder

Occasional 10-33%

Bending/Stooping

Occasional 10-33%

Twisting/Turning

Kneeling/Squatting

Crawling

Pushing/Pulling 0-10 lbs

Occasional 10-33%

Pushing/Pulling 10-20 lbs

Occasional 10-33%

Pushing/Pulling 20-35 lbs

Occasional 10-33%

Pushing/Pulling 35-50 lbs

Never

Pushing/Pulling 50-100 lbs

Never

Pushing/Pulling over 100 lbs

Never

Carrying 0-10 lbs

Carrying 10-20 lbs

Carrying 20-35 lbs

Carrying 35-50 lbs

Carrying 50-100 lbs

Carrying over 100 lbs

Grasping/repetitive sustained

Occasional 10-33%

Fine motor coordination

Continuous 66% of the day

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. AultCare is an EEO/AA Employer M/F/Disability/Vet.

AultCare/AHS will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on AultCare/AHS or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation. Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.