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Texas Health Resources Customer Service Lab Representative – THPG, Euless in Euless, Texas

Customer Service Lab Representative – THPG

Are you looking for a rewarding career with family-friendly hours and top-notch benefits? We are looking for a qualified Customer Service Lab Representative – THPG like you to join our Texas Health family.

Position Highlights:

  • Work location: Texas Health Physician Group; Euless, TX

  • Department: THPG Laboratory

  • Work hours: Full Time (40 Hours); Day Shift; Monday – Friday, 9:30 AM – 6:00 PM.

  • Salary range: $13.50 – $21.23 per hour (based on relevant experience)

Texas Health Physicians Group (THPG) is a not-for-profit physician organization with more than 250 locations and 800 physicians, nurse practitioners and physician assistants dedicated to providing quality care in clinics and medical offices throughout North Texas.

As part of the Texas Health family, we employ over 24,000 employees and are among the areas top five largest employers. Come be a part of our exceptional team as we continue to provide outstanding care and deliver award winning results. You belong here.


Education :

  • High School Diploma or Equivalent required.

Experience :

  • 6 months customer service experience required Or

  • 6 months experience in a high-volume testing laboratory and data entry experience required.

  • 6 months medical laboratory or phlebotomy experience highly preferred.

Skills :

  • Familiar with basic medical and laboratory terminology.

  • Excellent communication and interpersonal skills.

  • Knowledge of appropriate lab and regulatory guidelines including, but not limited to: CLIA, CAP, CLSI (NCCLS), Texas Department of Health, EPA regulations regarding regulated waste disposal.

  • Knowledge of spreadsheet software such as but not limited to: Excel.

Position Responsibilities :

Using limited judgment, the Customer Service Representative is responsible for accurately and efficiently providing all customers with excellent customer service using in-depth knowledge of laboratory processes.

Principle Responsibilities :

  • Answers the main lab line and provides customer service assistance to the caller. Document all calls on appropriate log.

  • Researches problem orders from the night before and provides necessary corrective action. Documents all actions taken on problem log.

  • Pull samples for add-on testing and ensures proper paperwork is received from ordering physician to document the add-on request.

  • Ensures that all specimens to be sent to reference labs have the proper test(s) ordered, the correct accession number, the correct tube type and number of types required to perform the requested tests.

  • Cleans individual work area at the end of the evening and documents on the cleaning log.

  • Cleans/documents centrifuge maintenance as required by CLIA/CAP.

  • Restocks work area at the end of the shift.

  • Notifies supervisor when running low on inventory/supplies before it runs out.

  • Disposes of biohazard waste in a manner that is consistent with the Texas Health Physician’s Group Laboratory Biohazard Trash disposal policy.

  • Works with the technical supervisor to put up inventory when the large drop shipments arrives.

  • Pulls the sample rejection log in the morning and investigates samples that were rejected, resolving the rejection in house if possible and notifying clinic of cancelation if it can not be resolved. Documents all action taken on reject log.

  • Pulls TIQ from Quest and investigates tests that are in question. Provides resolution to pending TIQ’s and notifies clinics of any cancelations or changes to the order. Documents all actions taken on TIQ spreadsheet and order in LIS.

  • Pulls Add-On report to ensure all add-ons have been processed.

  • Assists the techs, when necessary; pulling samples for patient studies or reruns.

  • Follows laboratory processing procedures at all times.

  • Ensures proper data entry and accessioning for all specimens received from the clinics.

  • Helps to scan additional samples into SSR when necessary.

  • Completes all assigned tasks by the completion date requested by laboratory management.

  • Notifies the supervisor/manager of any problems or issues that require escalation.

  • Scan reqs into media software; perform and document periodic checks to ensure scanning is successful.

Specimen Processing :

  • Receives specimens from clinics as the courier drops them off.

  • Ensures correct data entry as each specimen is received into the lab software system.

  • Checks for proper name, collection date, and correct samples.

  • Prepares all send out specimens for pick-up to reference labs and ensures proper handling of specimens according to in-house or reference laboratory protocols. Create electronic manifest in LIS.

  • Sorts all in-house labs to various departments, placing specimens in appropriate racks.

  • Documents all samples that do not meet quality criteria on the sample rejection log.

  • Follows laboratory processing procedures at all times

  • Prepares cooler/dry ice in a manner that is consistent with the safe handling of dry ice that is outlined in the Texas Health Physician’s Group Laboratory dry ice procedure.

  • Completes all assigned tasks by the completion date requested by laboratory management.

Quality Requirements :

  • Participates in the annual competency assessment challenges and receives a satisfactory mark for passing the challenge.

  • Maintains the integrity of patient confidentiality that is consistent with the HIPAA policy.

  • Works in a manner that is consistent with the Texas Health Physician’s Group Laboratory Quality Management system.

  • Minimizes data entry errors and corrects reports that are the result of inaccurate data entry or labeling.

Safety Standards :

  • Adheres, at all times, to Universal Precautions guidelines when working in the laboratory.

  • Abides by the guidelines of the Chemical Hygiene Plan when working with chemicals in the laboratory.

  • Adheres to all safety standards and SOP’s.

  • Becomes and stays familiar with the Hazard Communication regulations.

  • Follows all OSHA safety guidelines when working in a testing environment.

  • Follows Texas Health Physician’s Group Laboratory ergonomic policy to minimize the potential for MSDS.

Why Texas Health ? As a Texas Health Customer Service Lab Representative, you’ll enjoy top-notch benefits including 401(k) with match, paid time off, competitive health insurance choices, healthcare and dependent care spending account options, wellness programs to keep you and your family healthy, tuition reimbursement, a student loan repayment program and more.

At Texas Health, our people make this a great place to work every day. Our inclusive, supportive, people-first, excellence-driven culture make THPG a great place to work.

Here are a few of our recent awards:

  • 2021 FORTUNE Magazine’s “100 Best Companies to Work For®” (7 th year in a row)

  • Becker's Healthcare "150 Great Places to Work in Healthcare" (4 years running)

  • “America’s Best Employers for Diversity” list by Forbes

  • A “100 Best Workplaces for Millennials" by Fortune and Great Place to Work®

Additional perks of being a Customer Service Lab Representative:

  • Gain a sense of accomplishment by contributing in a teamwork environment.

  • Receive excellent mentorship, comprehensive training and dedicated leadership resources.

  • Enjoy opportunities for growth.

Explore our Texas Health careers site for info like Benefits , Job Listings by Category , recent Awards we’ve won and more.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org .

Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.