ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                     Laboratory Client Services Specialist I   

REPORTS TO POSITION:     Laboratory Support Services Supervisor

DEPARTMENT:                       Laboratory

DATE LAST REVIEWED:         August 2026

OUR VISION:                           Creating America’s healthiest community, together

OUR MISSION:                        In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                         Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The Laboratory Departments provide comprehensive laboratory services to the multi-hospital organization and outreach community, including blood collection, specimen processing, testing, and reporting of results across all disciplines of laboratory medicine. Laboratory services support patients, providers, caregivers, and community partners across the health system by providing accurate, timely, and reliable laboratory testing and results.

POSITION OVERVIEW: The Laboratory Client Services Specialist I provides professional and timely customer service to patients, providers, caregivers, and laboratory teams. This position develops working knowledge of laboratory services, workflows, terminology, and systems while following established policies, procedures, and standardized workflows. The Specialist I accurately processes routine requests, orders, inquiries, worklists, and work queues; uses appropriate laboratory, billing, and customer service resources; and escalates complex or non-routine issues appropriately. The position participates in cross-training and ongoing education to expand knowledge and support team flexibility.

ESSENTIAL FUNCTIONS AND DUTIES:

Answers and manages incoming laboratory calls, providing timely, professional, and accurate assistance.

Provides information regarding laboratory testing requirements, specimen collection, handling, processing, and expected turnaround times.

Assists providers and clinical staff with laboratory test selection and order entry.

Resolves routine order discrepancies and pending orders; escalates complex issues as appropriate.

Monitors laboratory worklists and work queues and takes appropriate action to ensure timely completion.

Coordinates routine and STAT courier requests according to established workflows and policies.

Communicates critical and priority results according to policy.

Accurately documents client interactions and actions taken.

Supports outreach client retention through proactive service, issue follow-up, and coordination with laboratory leadership when service concerns arise.

Supports the vision, mission and values of the organization in all respects.

Supports the Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High school diploma or equivalent.    

Preferred: Associate or Bachelor's degree, or completion of college-level healthcare or science coursework.     

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A 

Preferred: N/A

EXPERIENCE:

Required: Minimum one (1) year of paid customer service experience, preferably in a healthcare, medical, laboratory, or call center environment.        

Preferred: Two (2) years of healthcare or customer service experience, including experience with call center operations, medical terminology, laboratory workflows, electronic medical records, insurance verification, CPT/ICD coding, or medical billing.         

PERSONAL PROTECTIVE EQUIPMENT:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Communication/Interpersonal

Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System. 

Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.

Strong team working and collaborative skills.

Ability to effectively reach consensus with a diverse population with differing needs.

Ability to manage facilitation and consensus building among health care professionals and agencies and achieve expected results.

Ability to work under pressure in a fast-paced environment.

Organizational

Ability to multi-task and work independently. 

Attention to detail.

Excellent organizational skills, written and oral communication, and customer service skills, particularly in dealing with stressful personal interactions.

Strong analytical, problem solving and decision-making skills.

Technical

Experience using multiline telephone systems.

Strong computer skills and ability to learn healthcare information systems.

Working knowledge of medical terminology.

Ability to navigate electronic worklists and work queues.

Ability to accurately enter and retrieve information using laboratory and healthcare systems.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing, or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%):  Stooping/kneeling/crouching, lifting, carrying, pushing, or pulling 11-25 pounds, operation of a motor vehicle.

Never (0%):  Climbing ladder/stepstool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%):  Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:

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