Job Title: Referral Representative
Job Duration: 3 months (possible extension)
Job Location: Lewisville, TX 75067
Shift: Tues-Sat; 4:00 AM – 12:30 PM
Pay rate: 18.34/hr.
Job Description
The Referral Representative is responsible for handling internal and external customer communications related to Referral Testing. This role receives, resolves, and follows up on complex customer issues while acting as a liaison between internal customers, external clients, and referral laboratory vendors.
The position ensures accurate specimen processing, quality control, customer support, and compliance with laboratory safety standards and regulatory requirements.

• Retrieve, sort, and process specimens for shipment to referral laboratories.
• Ensure specimen quality and accuracy by identifying issues such as incorrect specimen types, missing information, improper temperature, insufficient quantity, and other discrepancies.
• Prepare specimens and packages for shipment according to IATA regulations.
• Handle customer inquiries related to test results, service failures, and quality concerns to ensure customer satisfaction.
• Report laboratory results following established protocols.
• Investigate and resolve complex Referral Testing issues.
• Research test availability and select appropriate referral vendors according to established procedures.
• Support Client Services, customers, and Sales teams by responding to questions and concerns in a timely and effective manner.
• Communicate all tests not performed (TNPs) and laboratory accidents to clients within 24 hours of notification.
• Document investigations thoroughly and escalate concerns to supervisors when necessary.
• Identify and escalate reportable quality incidents.
• Maintain a safe, clean, and functional work environment.
• Follow all CLIA, HIPAA, OSHA, and laboratory safety requirements.
• Use required personal protective equipment (PPE), engineering controls, and work practice controls as directed by management.
• Perform additional duties as assigned.

Requirements

• Minimum of 1–2 years of clinical laboratory experience required.
• Customer service and/or medical background preferred.
• High school diploma or equivalent.

Skills

• Strong attention to detail and ability to work independently.
• Ability to prioritize tasks and manage multiple responsibilities efficiently.
• Strong problem-solving skills.
• Excellent interpersonal and communication skills when interacting with supervisors, coworkers, clients, and vendors.
• Ability to handle confidential patient and client information appropriately.
• Strong telephone communication skills.
• Good data entry skills.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and Laboratory Information Systems (LIS).