Customer Service Center Representative - Laboratory
Sutter Health
 Sacramento, CA


Provides customer service to providers who utilize ambulatory lab services, including responding to inquiries and complaints, placing standing orders for lab tests, coordinating add-on test orders, coordinating office supply orders and report distribution.

Principal Accountabilities

Appropriately responds to phoned inquiries and complaints, providing information and short-term resolution, respectively.

Coordinates supply orders and other requests for physician offices.

Processes information to ensure timely progression of the patient, specimen, clinical information and claims information through the ambulatory lab path of workflow.

Processes standing orders and add-on orders for lab testing.


Education/ including Licensure/ Certification/ Registration

A high school diploma or GED is required. Post-high school course work related to the medical field (e.g., medical terminology, anatomy, biology, chemistry, etc) is preferred.


Knowledge required includes medical terminology, customer service concepts and basic ICD9 coding.


Must have relevant healthcare experience, such as in a clinical laboratory, medical records, registration, physician office, acute care nursing unit or health related call center setting. Experience with computers such as Microsoft, electronic mail etc. Experience working with a laboratory information system. Experience operating multi-line phones and office equipment.


Requires critical thinking, complex problem solving, multi-tasking, decisive judgment and the ability to work with minimal supervision. Must be able to work in a demanding, fast-paced environment balancing multiple priorities and take appropriate actions in challenging situations.