Laboratory Customer Service at UVMMC Pathology and Laboratory - - PowerPoint PPT Presentation

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Laboratory Customer Service at UVMMC Pathology and Laboratory - - PowerPoint PPT Presentation

Jul 26, 2023 212 likes •367 views

Laboratory Customer Service at UVMMC Pathology and Laboratory Medicine is comprised of a number of departments, and Laboratory Customer Service serves as the Voice of the Lab". Our 12 Customer Service Representatives provide reference and

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Laboratory Customer Service at UVMMC

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Pathology and Laboratory Medicine is comprised of a number of departments, and Laboratory Customer Service serves as the “Voice of the Lab". Our 12 Customer Service Representatives provide reference and consultative services for patients, outside clients, other hospitals, and internal UVM Medical Center providers. Fielding an average of 22,000 calls per month, Lab Customer Service demonstrates a culture of teamwork, professionalism and mutual respect in an environment that offers high quality customer service to

  • ur community in the northeast.

The services provided by the department of Laboratory Customer Service allow UVMMC technologists and phlebotomists to concentrate, uninterrupted on their primary functions of high quality testing and sample collection.

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Processing all Processing all incoming and

  • utgoing calls

for the UVM Medical Center Laboratory

Our Services Include:

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Reporting all Critical and STAT results Responding to add-

  • n requests to lab

departments Assisting Phlebotomy with patient lab

  • rder issues

Entering orders by phone or fax) Entering orders into our EPIC EMR for outside clients (received by phone or fax) Resolving all other Resolving all other

  • rders

management issues Reviewing supply Reviewing supply

  • rders (received

by phone or fax) Expediting lab reports to providers Assisting callers with questions about sample collection Assisting providers with

  • rdering tests
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LCS STAFFING

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12 Customer Service Representatives  LCS staff consists of 8 full time reps, 4 part time reps.  We have 3 Senior LCS Reps and a Supervisor  All have scheduled shifts covering 15hrs a day  We do not close for lunch  We are open on Holidays  We are assigned duties and must take phone calls  We are required to take 10 to 12 calls per hour  Our call volume is 20,000 to 24,000 calls per month

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Frequent Patient Order Issues:

We have created small business cards that Phlebotomists hand out to patients that have frequent lab orders.

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HOW CAN I MAKE SURE MY LAB ORDER IS READY? Please feel free to call Lab Customer Service to confirm that you have a valid lab order from your doctor in our system before going to the lab. Monday-Friday 6am-9pm Saturday/Sunday 8am-4pm (802) 847-5121 Or toll-free 1 (800) 991-2799 UVMHealth.org/MedCenter Front

Contact Lab Customer Service

Monday-Friday 6am-9pm Saturday/Sunday 8am-4pm

(802) 847-5121

Or toll-free

1 (800) 991-2799

Back

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LCS TRAINING

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A new trainee:

  • Trains with a Senior LCS Rep for 3 to 4 months
  • Learns our computer system, records experiences and

information ~Takes extensive notes.

  • Make Outgoing calls before Incoming calls - due to the

unpredictability of incoming calls.

It will take about 1 full year for a new Lab Customer Service Representative to be acclimated in this position.

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2018 Jan Feb Mar Apr May Jun July Aug Sept

Oct Nov Dec

Grand Totals Infolinks 733 753 696 674 573 556 536 639 619 5,779 FAXR 905 790 720 714 749 759 760 828 644 6,869 OPADD 717 805 713 756 730 744 682 737 673 6,557 IPADD 1,886 2,365 1,905 2,200 2,001 2,121 2,201 2,200 2,004 18,883 Enter/Edit 2,448 2,012 1,884 3,616 2,209 1,355 1,540 1,236 1,580 17,880 UVMMC Incoming Calls 1,108 1,245 1,090 1,153 121 109 1,094 1,210 1,007 8,137 Non-UVMMC Incoming Calls 7,366 7,765 7,214 7,016 7,235 6,838 6,591 7,310 6,657 63,992 Outgoing Calls 7,336 8,164 7,214 7,219 6,812 7,272 7,316 7,909 6,896 66,138 Total Calls 22,499 23,899 21,436 23,348 20,430 19,754 20,720 22,069 20,080 194,235

LCS Call Volumes 2018 YES! That’s

194,235

Calls so far this year!

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17 Years 11 Years 30 Years 11 Years 9 Years 2 Years

Lynn Bryan, Manager Lab

Business Development and Client Services

Amy Graham, Customer

Service Supervisor

Karen Powers, Senior

Lab Customer Service Rep

Sherri Bushee, Senior

Lab Customer Service Rep

Erica Emilio, Lab

Customer Service Rep

Jodi Rathe, Lab

Customer Service Rep

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Karen Cross, Lab

Customer Service Rep

Frances DeSouza (Not

Pictured), Lab Customer

Service Rep

Lindsay Duford (Not

Pictured), Lab Customer

Service Rep

Bob Copen (Not Pictured),

Lab Customer Service Rep

Luane Tatro (Not Pictured),

Senior Lab Customer Service Rep

Stephanie Chagnon (Not

Pictured), Lab Customer

Service Rep

2 Years 14 Years 4 Years 24 Years 19 Years 7 Years

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Lab Customer Service has a combined total of

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Want to learn more about Laboratory Customer Service? You can set up a Shadow with one of our Senior Representatives. Please call 802‐847‐5121 and ask for Amy Graham or email her at: Amy.Graham@uvmhealth.org

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Questions? Call us.

Toll Free:

(800) 991-2799

Local:

(802) 847-5121

Fax: (802) 847-5905

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