Client ServicesCONTACT INFORMATION
Staffed 24 hours a day, 365 days a year
PAML's Client Services Department is your first point of contact if you have questions about PAML’s laboratory services. We offer our clients convenient, one-stop customer support.
Our Client Services Department is staffed with long-term, knowledgeable and friendly people. Our representatives are highly trained in laboratory procedures and are able to answer questions or concerns regarding test requirements, fees, turnaround time, patient results, specimen collection and transport, add-on testing and other miscellaneous inquiries through effective use of the laboratory information systems. They will channel calls to specific individuals for technical or interpretive information when appropriate.
Our goal is to answer 80 percent of all calls within 30 seconds or less. We’ve also empowered our staff to resolve most issues right then and there; more than 90 percent of inquiries are resolved immediately.
When Preparing to Call
PAML recommends that all clients have their account number available to them prior to making a call. It will speed up the process.
Click HERE to submit an online request for a test report or to add-on tests.
All requests will be responded to within 24 hours.
Virtually all tests performed by PAML can be searched on the PAML web site. The Test Directory contains specific test information that includes specimen requirements and reference ranges, CPT codes, specimen requirements, specific methodologies, specimen transport considerations, panel components, reflex testing processes, etc. This site is subject to updates and you should “refresh” each time you access this site.
Prompt, accurate reporting of test results are sent to PAML clients by printer, fax, mail, modem to modem, and/or computer disk depending upon the specific needs of the client. STAT testing is available for some procedures. Same day testing is available for most procedures. Telephoned and special reporting methods are available upon request. Every effort is made to provide accurate test results with rapid turn-around time.
PAML uses a combination of PAML vehicles and employees as well as contract couriers to facilitate transportation needs throughout our service area. Where couriers are unavailable, overnight shipping is provided.
Pickup times will be coordinated to accommodate the client’s needs. STAT courier services are also available. PAML will strive to accommodate clients by scheduling pickup times as late in the day as possible and still allow time for the specimens to arrive at the laboratory for nighttime testing and early morning resulting to the client.
All courier staff is continually trained to handle specimens in the appropriate transport mode. Our couriers utilize bar coding and computerization for superior specimen handling and tracking.
Click HERE for more information on our Courier Services.
PAML participates with third party payer plans and will bill payers when provided with adequate billing information.
Click HERE for more information on Billing Services.
All supplies required by the client to refer testing to PAML are supplied at no charge. Orders are filled and shipped within 24 hours (Fed-Ex and UPS deliveries could take 2-3 days depending on your location).
WAYS TO PLACE AN ORDER
Phone: 509.755.8600 Ext.3
Toll Free: 1.800.541.7891 Ext. 3
Ordering Toxicology Supplies
Click HERE to order Toxicology-related supplies.
Requisition forms for ordering tests are available from PAML by contacting our Supply Department at
To assure that your request is processed accurately and in a timely manner, please print or type all information legibly. Incomplete requisitions will delay the processing of your request and subsequent reporting of your results.
Complete a separate Requisition Form for each patient and include it in the specimen package. Before shipping, verify that patient information and patient ID number on the form matches that on the specimen.
Custom Test Ordering and Reporting Systems
We customize your test ordering and reporting system to meet your needs. Streamline your test ordering, specimen labeling and report handling with a variety of systems to choose from. Our web-based interface system has special features like automatic prompting for medical necessity, and optional tools that enable interpretation, correlation and graphing of patient data. Contact your Service Representative for customer test ordering and reporting.
In the event you require technical information, you will be referred to an appropriate laboratory staff member or director. Our pathologists and scientists are available for the interpretation of laboratory tests in the context of clinical presentation and for the selection of the most appropriate tests for diagnosis, prognosis, and treatment. They are also available to provide personal assistance for office staff training on laboratory issues like test selection, order clarification, collection and processing procedures, quality assurance or regulatory compliance.
Click HERE to submit a Consultation Request.
Documented Communication Tools/CRM
PAML believes that Customer Relationship Management (CRM) is one of the best tools available to help achieve superior customer service and satisfaction. CRM is a business philosophy that centers on learning more about our customers and using that knowledge to refine every interaction with them. Effective CRM requires integrated sales, marketing and service strategies that are supported by a software program.
The software, developed exclusively for PAML by Microsoft, is able to provide profiles and histories of each and every interaction PAML has with its customers. CRM technology is engineered to make our interactions with clients seamless, efficient, and effective—ultimately improving patient outcomes.
The CRM system allows PAML to focus on the critical components of customer service: accuracy of our reports, reliability of our pick-ups, dependability of our supplies and corresponding turnaround times.
The real-time CRM system enables us to quickly identify and resolve service failures, respond rapidly to client problems, and act on emerging trends that need immediate attention—with constant improvement being our overarching service standard.
- Knowledge Base
The software acts as a central repository for all client contact and makes it possible for PAML to collect the right information about its customers and organize that information for proper analysis and action. One of the main benefits of this software program is that customers can interact with different people within the company and through various channels over time without having to repeat their previous interactions each time they make contact with PAML.
Every client interaction is detailed and cross-referenced in a secure data-bank that’s instantly accessible to pertinent personnel—thereby averting repetitious or flawed communications. Each time-stamped record includes the client’s concern, the steps taken to resolve it, and the outcome.
Field representatives review the records prior to on-site visits, track service trends, and respond immediately to service alerts, which are auto-generated based on programmed criteria. It provides access to a wide variety of customer service trend data, helping the staff to continuously improve its quality processes and detect trends before they become problems.
One feature of CRM that is making a significant impact on customers is the reporting capabilities of the software program. Each month, PAML account representatives are able to provide their clients with a CRM Report detailing a variety of information.
- The CRM Report characterizes operational trends directly affecting clients.
- The CRM Report allows clients to better track and manage business performance with key performance indicators.
- The CRM Report highlights substandard service trends—often before clients are even aware of them.
- The information revealed by the report is a valuable asset and a basis for education and client collaboration aimed at the very best in patient care.
Integral to our CRM strategy, system-wide and client-specific empirical metrics remove the guesswork about our operational performance.
- We continually collect data points for all critical services that affect client satisfaction.
- And real-time analysis of concrete data provides for rapid, targeted response and enhanced patient outcomes.
- Performance metrics ensure that our clients can count on the highest level of laboratory performance and service—without having to think about it.
In addition to our Client Service Representatives, we employ a full-time sales and support team who service our accounts with a personal touch. Our Service Representatives will provide information about services and test offerings. As well, they will coordinate arrangements for a referral service tailored to your needs and assist in ensuring that you receive optimum laboratory service.
Customer feedback is encouraged and appreciated.