CRC Agent

Schedule :  7-On/7-Off B Week 1:00 PM - 11:30 PM Training Schedule : Monday - Friday 7:00 AM - 3:30 PM Department : CRC Team - 247 Primary Purpose : Provides technical and preanalytic support services for a designated division of technical operations and clients.  Duties include specimen evaluation and processing, problem solving, exception handling and customer service. Within six months, demonstrate competence in the policies, procedures and processes associated with delivering excellent customer service.

Contacts clients with specimen information such as specimen integrity, volume, test clarification, compromised and missing specimens. Provides a supportive link between ARUP customers both internal and external, while demonstrating a professional image through phone, email and other communications to ARUP customers. About ARUP : ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology.

Based in Salt Lake City, Utah. ARUP proudly hires top talent to create a work environment of diversity, professional growth and continuous development.  Our workforce is committed to the important service we provide to over one million patients each month.  We always strive for excellence and have a strong desire to have involvement with the advances in medicine and the role laboratory services plays within each patient’s life.

We never forget that there is a patient behind every specimen we receive. We are looking for individuals who want to contribute to ARUP's culture of accountability, integrity, service, and excellence.  Consider joining our dynamic team. Essential Functions : The agent facilitates communications by effectively navigating computer and phone systems, while following all corporate and departmental standard operating procedures for both internal and external customers, including, but not limited to: Builds and maintains customer relationships throughout all communications while providing a positive, professional and empathetic understanding to all customers.

Creates and modifies patient orders and demographics by following complex ordering procedure(s) and utilizing multiple ordering systems. Prioritizes, researches and responds to requests for test information, specimen requirements, supplies and fees associated with vendor and internal testing. Evaluates specimens for acceptability and follows the appropriate procedures for specimens that do not meet acceptance criteria.

Initiates problem resolution. Processes requests for add on testing. Develops proficiency with laboratory information systems including ANSR, ESP, IMS, Millennium, MasterControl, LMS, CRM, and eExcept. Receives and initiates telephone calls to/from customers and laboratories in a timely and courteous manner. May provide verified test results available in the LIS, as requested, to authenticated individuals.

Provides education, guidance, and troubleshooting to customers regarding available resources and application utility. Fosters communications and exhibits exceptional customer service in all professional interactions. Exercises careful deliberation and judgment pertaining to complex job requirements and responsibilities in order to best serve the patient, client and ARUP. Promotes and exercises information management through case ownership, prioritization, handling, documentation, reporting and follow-through when appropriate.

Exhibits high quality performance through accuracy, thoroughness, and commitment in a timely manner. Monitors new ARUP clients as assigned and provides weekly reports to Account Executives. Provides data, client training, and client communication as needed as part of on department and corporate Except Reduction initiatives Other duties as assigned. Physical and Other Requirements : Stooping: Bending body downward and forward by bending spine at the waist.

Reaching: Extending hand(s) and arm(s) in a