How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Job Summary:

Multi-skilled representative who functions under the location supervisor of Lab Outreach. Acts as a liaison among patients, families, employees, and other on-site departments. Welcomes patients and customers to Lab Outreach and provides excellent customer service. Rounds in waiting areas and offers assistance when needed. Communicates wait times, provides service recovery when appropriate, and assists with specimen drop-off. Registers patients for lab visits when patients need additional help. Actively works with the Lab Outreach team to improve patient throughput during times of high patient volume. The representative is an important team member in achieving patient experience, employee engagement, and financial goals. This position is considered a high functioning position where the team member must be able to multi-task while at the same time communicate with various customers. Performs all other duties and projects as assigned.

Core Responsibilities and Essential Functions:

Customer Service Responsibilities a. In adherence to our AIDET principles, greet patients and guests in a warm, friendly manner. b. Communicating quickly and often with patients, if there is a delay or wait for patient care. c. Answering incoming calls; directing to appropriate personnel, taking messages when appropriate, handling non-clinical processes, and scheduling patient appointments as requested. d. Working with both clinical staff and providers in a team approach. e. Offers assistance with wheelchairs, directions (walks visitor/patient to requested area when appropriate) f. Turns negatives into positive. Utilizing our Service Recovery to meet the needs of patient/visitor or families. g. Maintain cleanliness of area (i.e. straightening magazines, picking up trash, cleaning coffee area, ensures coffee, water, and snacks are refilled, etc.) Patient Flow Responsibilities and Patient Registration a. Assist all patients with sign-in for walk-in appointments or scheduled appointments. Orient patients to the department process with registration Kiosks and Tablets. b. Maintain patient track board to ensure it accurately reflects current patients in waiting area and those that have completed their visit are removed. c. Utilize Lean principles to address patient throughput and ensure any bottlenecks to patient flow are addressed and escalated when appropriate. d. Provide service recovery to patients and family when needed. Escalate concerns when appropriate. e. Assist patients that have specimen drop off needs; receive in specimens, ensure they are properly labeled, confirm with phlebotomist that all specimen needs are meet. f. Monitor all patients with timed labs to ensure they are seen by the phlebotomist at the appropriate time. g. Direct patients to draw rooms and overflow collection areas to appropriately manage timely patient throughput and reduced wait times. Department Operations Responsibilities a. Maintain a clean and tidy department, presenting a positive first impression to all patients and visitors to the department b. Maintain registration tablets to ensure they are properly charged, stored, and sanitized if applicable c. Offer assistance to phlebotomy with specimen transportation to processing areas e. Other duties assigned by management.

Required Minimum Education:

High school diploma High school graduate or equivalent. Required

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 1 year Customer service experience. Required
Minimum 1 year Patient Check-In and Check-Out experience within a hospital or physician office Preferred

Required Minimum Skills:

Computer skills essential. Medical terminology preferred. Knowledge of insurance filing and requirements. Strong verbal and written communication skills. Must be organized and attentive to detail. Ability to observe and listen attentively and use problem solving skills. Ability to function under stressful conditions and have a strong ability to multi-task. Must be able to communicate and understand verbal and written English language and display a positive attitude while working in a team setting.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.