JOB PURPOSE

The Customer Care Reporting Specialist key objectives are to ensure accurate and timely processing and communication of laboratory test results, managing reporting workflows, and resolving exceptions that may impact turnaround time or data integrity. This role serves as a key liaison between internal laboratory teams and external clients, ensuring a high level of service, responsiveness and operational efficiency. 

ESSENTIAL RESPONSIBILITIES

· Monitor daily reporting queues to ensure timely processing and release of laboratory results

· Verify completeness and accuracy of reports prior to distribution

· Coordinate with internal pathologists to resolve missing or incomplete scoresheets

· Track and communicate turn-around time and report status updates to clients and stakeholders

· Follow up and resolve report hold cases to keep turn-around-time within expected calendar days

· Responsible for faxing and emailing patient reports in a timely manner

· Identify, investigate and resolve reporting exceptions (e.g., additional specimen request, data discrepancies, delayed results)

· Communicate QNS cases to clients/sales prior to releasing QNS reports

· Request additional material for cases that present insufficient tumor

· Document all exceptions and resolutions in internal systems

· Filing as required

· Maintain strong relationships with clients through responsive and solution-oriented communication

· Maintain an organized work area

May require occasional overtime based on workload or reporting deadlines 

EXPERIENCE AND QUALIFICATIONS

· Lab experience preferred

· Associates/Bachelor’s degree a plus

· Working knowledge of MS Office

· Excellent typing and data entry skills

· High level of accuracy and attention to detail

· Work cross-functionally with accessioning, customer care, laboratory staff, logistics, sales/marketing and management teams

· Ability to adapt to changing procedures, policies and work priorities

· Ability to manage time-sensitive tasks in a fast-paced, team environment

· Ability to communicate effectively and follow written and verbal instructions