Lab CSR/Dispatcher
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
About the position
Principle Health Systems is seeking a Laboratory Dispatcher/Customer Service Representative for a full-time role within our clinical laboratory company, Principle Laboratory, located in Webster, TX. This position is essential in supporting our mobile phlebotomy and laboratory teams across Texas. The role combines client services and lab dispatching responsibilities, ensuring that our medical clients receive timely and efficient service. The position is structured as a hybrid role, with in-office work from 2 PM to 6 PM and remote work from 6 PM to 11 PM, Monday through Friday. The pay for this position is $16.00 per hour, with an additional shift differential of $1-$2 per hour based on the schedule. As a Laboratory Dispatcher/Customer Service Representative, you will be responsible for responding to customer inquiries via phone and email, taking ownership of each inquiry, and utilizing available resources to resolve issues promptly. A thorough understanding of internal systems and processes related to the collection and processing of patient lab samples is crucial. You will also manage new account inquiries, maintain critical call lists, and assist with various administrative tasks and reports as needed. In your dispatcher role, you will oversee the dispatching of lab orders, ensuring they are completed and processed according to established policies and procedures. This includes tracking assignments, preparing daily work for phlebotomists, and maintaining communication throughout the shift. You will work closely with phlebotomy management and other departments to ensure order completion and address any issues that arise during your shift. Your ability to analyze customer and technician locations will be vital in optimizing routing and ensuring service-level commitments are met. Additionally, you will be expected to document any issues and communicate effectively with both internal teams and customers.
Responsibilities
• Respond to all customer inquiries (phone/email) in a timely manner with a courteous, knowledgeable demeanor.
,
• Take ownership of all inquiries and use available resources to find a resolution as quickly as possible.
,
• Maintain thorough knowledge of internal systems and processes related to the collection and processing of patient lab samples.
,
• Respond to new account inquiries in a timely manner and enter them into our LIS (LabDaq/LabNexus/Phlebio/Sugar/Clinic and NPI).
,
• Maintain critical call list updated and standing orders/discharge orders up to date.
,
• Assist with monthly reports needed by facilities and handle STAT call intake.
,
• Assist other departments with various tasks as needed, including Laboratory, Sales, and Corporate groups.
,
• Oversee all orders are properly dispatched, completed, and processed according to policies and procedures.
,
• Review, organize, and distribute all orders using knowledge of coverage areas and properly utilizing the available on-duty scheduled phlebotomists.
,
• Conduct full tracking and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis.
,
• Complete preparation of multiple phlebotomist's daily work assignments, and continue communication throughout the shift, tracking and re-routing as necessary.
,
• Work closely with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
,
• Provide detailed written documentation of issues that occur throughout the shift.
,
• Conduct investigations of situations, conduct troubleshooting, and oversee immediate handling of unexpected problems as needed.
,
• Notify the Phlebotomy Manager of any issues that require escalation.
,
• Communicate any current or potential customer issues within assigned territory to the sales team and phlebotomy managers with suggestions for resolution.
Requirements
• High School diploma required.
,
• Minimum of 1-year experience working as a lab dispatcher.
,
• Minimum 1 year of customer service experience is preferred.
,
• Ability to analyze customer and technician locations to optimize routing and ensure delivery on service-level commitments.
,
• Ability to organize and control multiple tasks at one time, in a fast-paced environment.
,
• Ability to handle large volumes of telephone assistance with various departments.
,
• Can-do work ethic, positive attitude, and ability to independently resolve problems.
,
• Proven ability to communicate effectively and appropriately with customers (internal and external) via phone and email.
,
• Proficiency with Office products and ability to learn new systems quickly.
,
• Ability to manage duties with relative autonomy.
,
• Ability to sit for extended periods of time.
Nice-to-haves
• Experience in dispatching is preferred.
,
• Experience in customer service is preferred.
Benefits
• Referral program Apply tot his job
Principle Health Systems is seeking a Laboratory Dispatcher/Customer Service Representative for a full-time role within our clinical laboratory company, Principle Laboratory, located in Webster, TX. This position is essential in supporting our mobile phlebotomy and laboratory teams across Texas. The role combines client services and lab dispatching responsibilities, ensuring that our medical clients receive timely and efficient service. The position is structured as a hybrid role, with in-office work from 2 PM to 6 PM and remote work from 6 PM to 11 PM, Monday through Friday. The pay for this position is $16.00 per hour, with an additional shift differential of $1-$2 per hour based on the schedule. As a Laboratory Dispatcher/Customer Service Representative, you will be responsible for responding to customer inquiries via phone and email, taking ownership of each inquiry, and utilizing available resources to resolve issues promptly. A thorough understanding of internal systems and processes related to the collection and processing of patient lab samples is crucial. You will also manage new account inquiries, maintain critical call lists, and assist with various administrative tasks and reports as needed. In your dispatcher role, you will oversee the dispatching of lab orders, ensuring they are completed and processed according to established policies and procedures. This includes tracking assignments, preparing daily work for phlebotomists, and maintaining communication throughout the shift. You will work closely with phlebotomy management and other departments to ensure order completion and address any issues that arise during your shift. Your ability to analyze customer and technician locations will be vital in optimizing routing and ensuring service-level commitments are met. Additionally, you will be expected to document any issues and communicate effectively with both internal teams and customers.
Responsibilities
• Respond to all customer inquiries (phone/email) in a timely manner with a courteous, knowledgeable demeanor.
,
• Take ownership of all inquiries and use available resources to find a resolution as quickly as possible.
,
• Maintain thorough knowledge of internal systems and processes related to the collection and processing of patient lab samples.
,
• Respond to new account inquiries in a timely manner and enter them into our LIS (LabDaq/LabNexus/Phlebio/Sugar/Clinic and NPI).
,
• Maintain critical call list updated and standing orders/discharge orders up to date.
,
• Assist with monthly reports needed by facilities and handle STAT call intake.
,
• Assist other departments with various tasks as needed, including Laboratory, Sales, and Corporate groups.
,
• Oversee all orders are properly dispatched, completed, and processed according to policies and procedures.
,
• Review, organize, and distribute all orders using knowledge of coverage areas and properly utilizing the available on-duty scheduled phlebotomists.
,
• Conduct full tracking and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis.
,
• Complete preparation of multiple phlebotomist's daily work assignments, and continue communication throughout the shift, tracking and re-routing as necessary.
,
• Work closely with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
,
• Provide detailed written documentation of issues that occur throughout the shift.
,
• Conduct investigations of situations, conduct troubleshooting, and oversee immediate handling of unexpected problems as needed.
,
• Notify the Phlebotomy Manager of any issues that require escalation.
,
• Communicate any current or potential customer issues within assigned territory to the sales team and phlebotomy managers with suggestions for resolution.
Requirements
• High School diploma required.
,
• Minimum of 1-year experience working as a lab dispatcher.
,
• Minimum 1 year of customer service experience is preferred.
,
• Ability to analyze customer and technician locations to optimize routing and ensure delivery on service-level commitments.
,
• Ability to organize and control multiple tasks at one time, in a fast-paced environment.
,
• Ability to handle large volumes of telephone assistance with various departments.
,
• Can-do work ethic, positive attitude, and ability to independently resolve problems.
,
• Proven ability to communicate effectively and appropriately with customers (internal and external) via phone and email.
,
• Proficiency with Office products and ability to learn new systems quickly.
,
• Ability to manage duties with relative autonomy.
,
• Ability to sit for extended periods of time.
Nice-to-haves
• Experience in dispatching is preferred.
,
• Experience in customer service is preferred.
Benefits
• Referral program Apply tot his job