Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

Come join our Amazing team here at Hackensack Meridian Health! We offer EXCELLENT benefits, Scheduling Flexibility, Tuition Reimbursement, Employee Discounts and much more!!!

The Customer Service Representative provides assistance for general and technical information. Interacts and communicates with physicians, patients and hospital staff. Provides clerical and telephone support. Responsible for entering computer data, registration of medical information, triaging of clinical specimens and reviewing requisition forms. Identifies and assesses problems that arise, investigates and resolves inquiries and if necessary, refers complaints to supervisor / manager.

A day in the life of a Customer Service Representative at Hackensack Meridian Health includes:

• Clerical Support: Demonstrates the ability to complete and maintain the following tasks: faxing results, accessing supply inventory, printing customized requisition forms, filling supply orders, triage logs, courier log and coordinating courier pickups.
• Computers: Understands the most commonly used functions of Sunquest (Callbacks, ClientCalls, Lab0) SMS, and Microsoft systems. Demonstrates knowledge of downtime procedures. Reports all system errors to the supervisor in the inputting of data.
• Meetings / Training: Attends all scheduled staff meetings and mandatory training classes for computer software applications and safety procedures as determined appropriate by the manager.
• Patient / Specimen Processing: Coordinates patient / specimen activities (ordering outpatient tests, registering patients, triaging specimens) and general activities within the department.
• Phone Etiquette: Properly answers phones in three rings. Provides support in a prompt and courteous manner 100% of the time.
• Problem Resolution: Ensures that any medical problems are referred to the department supervisor / manager 100% of the time. Assess and reconcile problems between the Laboratory and other hospital departments, medical staff or patients adequately and efficiently.
• Safety: Follows established laboratory safety practices all the time with no more than one documented incidence of non-compliance per year. Completes Annual Basic Training and Safety Competencies within an established time frame.
• Specimen Handling and Labeling: Processes clinical / pathology specimens and properly label specimens according to the SOP with no more than two documented errors per year. Employees can accept / reject appropriate or inappropriate specimens based on SOP guidelines for adequacy of specimens. Reviews specimens and requisition forms for complete patient information (*use two patient identifiers) according to SOP, JCAHO and Patient Safety Act regulatory guidelines with no more than two documented errors per year.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• A minimum of 1 year of experience in customer service.
• Excellent written and verbal communication skills.
• Proficient computer skills that include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Previous medical and/or laboratory experience.