Laboratory Client Support Specialist

About the role

• May be entitled to translation/bilingual, shift or other wage premiums as governed by the applicable collective bargaining agreement.

Job Summary

Performs a variety of duties to support the receipt, processing, delivery and distribution of lab results. Completes research and pricing for tests performed by outside vendors and enters results from tests into medical records. Comprehensive laboratory support for KP Lab, CPMG providers and external providers.

Essential Responsibilities

• This position, knows and complies with all Kaiser Permanente quality, safety, and emergency policies and procedures. Demonstrates quality and effectiveness in work habits and clinical practice in every interaction with patients, colleagues, providers, and leadership. Ensures patient safety in the preparation and provisioning of care related to but not limited to medications, procedures, infection prevention, fall prevention, including consistent use of two patient identifiers and procedural time outs. Reports safety hazards, accidents and incidents, and unsafe working conditions promptly.
• Lab Services: Entry of test results into the LIS for all external laboratory tests and if needed, internal tests. Places lab orders from external provides in the LIS. Maintains and completes all required documentation for reports, requests, and results. Communicates and documents results, including alert values to clinical staff. Creates encounters in EMR system. Collaborate with providers (internal and external) to provide support for contracted and non-contracted testing or results. Contacts members regarding lab orders and communicate any special requirements. Contacts members for specimen recollections. Correct or amend any lab results and notify the ordering provider, when needed.
• Research and Pricing: Provides pricing and CPT codes to PFS for external lab testing. Performs extensive research for send out testing. Determines appropriate basic genetic testing requirements when scheduling and work with providers to ensure correct testing is performed. Determines when a referral is needed for testing and submit to the Referral Department. Understands when to escalate a lab request to the Pathologist. Provides pricing and CPT codes to Financial Counseling to determine member financial responsibility.
• Administration: Answers and assists with routine telephone calls. Maintains a list of contracted laboratories and their current accrediting licenses. Updates and maintains database for external lab tests. Monitors lab utilization to determine if a new test should be built in the LIS/EMR. Submits billing credits to the Supervisor for any lab errors. Identifies any significant QA events and notifies their Supervisor. Supplies fulfillment for the region (internal and external customers).
• Phlebotomy Resource: Demonstrates knowledge of specimen collection processes and specimen requirements. Assesses specimen integrity and prepares, packages and arranges for transport of specimens as required. Successfully completes the required laboratory orientation, training, competencies and on-going education as assigned. Educates and provides support to all lab staff for ordering tests that are not in the LIS/EMR.
• Performs other related duties as assigned to include backfill for phlebotomy, when needed.