Resolution Specialist I - Lifescan Health

Since 1996, Lifescan Health has provided core clinical laboratory services to healthcare providers across the Midwest. In recent years, we have expanded our capabilities to offer a full suite of diagnostic solutions that serves the healthcare industry at a national scale. Our state-of-the art technology reduces testing turnaround and delivers data providers need to make informed decisions. Under our collective guidance, Lifescan Health empowers consumers and providers alike with impactful insights that support healthy outcomes.

Lifescan Health is looking to hire a Resolution Specialist who will respond to customer inquiries and assist in the overall operational workflow. The resolution Specialist must be an excellent communicator who can clearly work with others while maintaining morale.

• Answer incoming calls to the Resolution Specialists queue providing excellent customer service to clients in response to inquiries,
• concerns, and requests regarding lab testing
  Send updates to clients as requested electronically (fax)
• Displays a continually positive and professional attitude in all circumstances and cares for client requests with the
  utmost respect and compassion
• Provide backup support to offshore call center reps
• Manage and maintain STAT Connect and eFax workload
• Ensure STAT orders are entered on STAT board
• Rescheduling of rejected specimens
• Provide assistance to offshore team members via Teams, email, or telephone
• Identify, research, and escalate issues to management as needed
  Be a subject matter expert in the investigation and resolution of issues
• Identify customers’ needs, clarify information, research every issue and provide solutions
• Work and coordinate with other departments to resolve issues
  o Missing COVID results
  o Missed COVID and blood pickups
  o Missed blood and urine specimens
  o Missed and late STAT draws
  o Late/early phleb arrivals
  Work closely with Account Management to research and resolve client issues
  o Late results for PAN patients
  o Labs resulted for expired or discharged patients
  o Missed standing orders
• Follow up with facility contacts to “close the loop” on any client issues
•  Other duties as assigned 
• Work closely with Account Management to research and resolve client issues
  o Late results for PAN patients
  o Labs resulted for expired or discharged patients
  o Missed standing orders
• Follow up with facility contacts to “close the loop” on any client issues
• Other duties as assigned.

• High School Diploma or GED
• Excellent communication skills required
• Detail oriented
• PC proficiency
• Ability to multitask and problem solve
• Strong phone and verbal communication skills along with active listening
• Ability to learn policies and procedures and apply them in the workplace
• Ability to work in a fast-paced environment
• Knowledge of medical terminology, or ability to learn medical terminology
• Experience of 1+ years as a call taker or customer
• service representative
• Medical call center experience preferred

Shift:

Saturday - Wednesday / 2:00 PM - 10:00 PM