Patient Service Center Representative
Job Description
Job Description
Who are we?
Champlain Toxicology Lab is a Plattsburgh, NY based toxicology laboratory specializing in the testing and monitoring of prescription and illicit drugs. We partner with local and regional medical practices, hospitals and rehabilitation programs to provide scientifically superior results in a respectful and collaborative environment. We also provide additional client services at our Patient Service Center located in Burlington, VT.
The Patient Service Center Representative position is a “ground floor” opportunity with the potential to expand the knowledge and skills into other areas of the business whether it be in office management, account management, sales or scientific disciplines.
What do we do?
The Patient Service Center in Burlington, VT provides client services and supports the partnership between the patients/accounts and the laboratory in Plattsburgh, NY. At the Patient Service Center job responsibilities include but are not limited to the following:
- Urine and oral fluid collections, both on-site and through telecollections. We provide observed and unobserved collections, depending on what our partners have requested for their patients.
- Assemble/ship collection kits to patients participating in the telecollection program.
- Receive the urine samples that are mailed back after collections. Then, packaging up the provided samples for transport to the laboratory in Plattsburgh.
- Fill/ship supplies when our partners request.
- Communicate with our partners and patients through a HIPAA protected texting/video program, phone calls, and emails.
- Using various platforms and programs to ensure there are strong processes and communication from start to finish (From shipping supplies, to collection, and then to the lab for testing).
- Data entry
- Ensure the Patient Service Center is stocked with necessary supplies.
- Ensure the Patient Service Center is presentable and clean.
Who are we looking for?
The Champlain Toxicology Lab’s Patient Service Center in downtown Burlington, VT, is seeking an outgoing, personable, and very reliable individual. Applicants must be open to understanding challenges associated with recovery from substances and understand the stigma associated with substance use disorder. The ideal individual will not be judgmental but will also be able to create boundaries and follow through on established protocols. Those with lived experience and a firm foundation in recovery are especially encouraged to apply.
The ideal individual will have the following experience/skills:
- Minimum of a High School Diploma.
- Experience in Microsoft Office, particularly Excel, or willingness to become more proficient.
- Comfortability with learning new software programs.
- Ability to follow HIPAA regulations, confidentiality and discretion, as these are paramount.
- Ability to adapt to changes throughout the week, as tasks can look different day to day. The amount of patient interactions throughout the day can fluctuate, depending on the day. About 70% of the day, most days, is spent on completing administrative tasks. While about 30% of the day, most days, is spent interacting with patients (in-person, on the phone, or through telecollections)
- Ability to take directions and tasks from their supervisor.
- Ability to multi-task and stay focused when there are distractions around.
- Strong interpersonal skills are a must as this is a client-facing role.
- Ability to work with a small group of co-workers.
- Ability to work independently once trained is important.
- Having reliable transportation, as driving to other locations to collect samples might be required.
Job Type: Full-time
Pay: $19-$22 per hour
Schedule: 8:30am-5pm; Monday-Friday. Occasionally (2-4x a month) the Patient Services Center has extended hours from 7:30am-6pm.
Expected hours: 40 per week