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 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 our 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. 2
Our Services Processing all Processing all Reporting all Include: incoming and Critical and outgoing calls STAT results for the UVM Resolving all other Resolving all other Medical Center orders Laboratory management issues Responding to add- on requests to lab Assisting departments Phlebotomy with patient lab order issues Entering orders Entering orders into our EPIC Reviewing supply Reviewing supply EMR for outside orders (received clients (received by phone or fax) by phone or fax) by phone or fax) Assisting callers Expediting Assisting with questions lab reports providers with about sample to providers ordering tests collection 3
LCS STAFFING 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 4
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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 . Contact Lab Customer Service HOW CAN I MAKE SURE MY LAB ORDER IS READY? Please feel free to call Monday-Friday 6am-9pm Lab Customer Service to confirm that you have a valid lab order from your doctor in our system before going to the lab. Saturday/Sunday 8am-4pm Monday-Friday 6am-9pm Saturday/Sunday 8am-4pm (802) 847-5121 (802) 847-5121 Or toll-free Or toll-free 1 (800) 991-2799 1 (800) 991-2799 UVMHealth.org/MedCenter Back Front 6
LCS TRAINING 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. 7
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LCS Call Volumes 2018 Grand 2018 Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec 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 1,108 1,245 1,090 1,153 121 109 1,094 1,210 1,007 8,137 Calls Non-UVMMC 7,366 7,765 7,214 7,016 7,235 6,838 6,591 7,310 6,657 63,992 Incoming Calls 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 YES! That’s 194,235 Calls so far this year! 9
Lynn Bryan , Manager Lab Sherri Bushee, Senior Lab Customer Service Rep Business Development and Client Services 11 Years 17 Years Erica Emilio , Lab Amy Graham , Customer Service Supervisor Customer Service Rep 11 Years 9 Years Jodi Rathe , Lab Karen Powers , Senior Customer Service Rep Lab Customer Service Rep 2 Years 30 Years 10
Karen Cross , Lab Bob Copen (Not Pictured), Customer Service Rep Lab Customer Service Rep 2 Years 24 Years Frances DeSouza (Not Luane Tatro (Not Pictured), Pictured), Lab Customer Senior Lab Customer Service Rep Service Rep 14 Years 19 Years Lindsay Duford (Not Stephanie Chagnon (Not Pictured), Lab Customer Pictured), Lab Customer Service Rep Service Rep 4 Years 7 Years 11
Lab Customer Service has a combined total of 12
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 13
Questions? Call us. Toll Free: (800) 991-2799 Local: (802) 847-5121 Fax: (802) 847-5905 14
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