Troubleshooting Experts

The Resolution Center is an integral part of our customer service infrastructure. Our aim is simple...to make delivery of healthcare more efficient and yield better patient outcomes. Working closely with Client Services, the highly skilled specialists within the Resolution Center expedite problems regarding specimen handling and testing.

We focus on issues that interfere with testing, with three specific objectives in mind:
  • Fast response
  • Effective problem resolution
  • Efficient, timely client communication

Triage

Triage is one of two sub-groups of the Resolution Center. All specimens brought in to our laboratory, whether by air or courier service, are first handled by the Accessioning Department. If a problem arises with a specimen that can potentially delay or interfere with testing, the issue is sent to Triage where specialists attempt to resolve the problem. If the issue cannot be resolved immediately, offline testing will be coordinated if reasonable. Otherwise, the specimen is put into storage for the purpose of extending stability.

Anytime a specimen or issue is sent to Triage, a CRM case is initiated describing the problem and providing all necessary and relevant information to resolve the problem. Triage is also equipped with scanners to attach accompanying documentation to CRM cases such as requisitions, notes from clients, insurance information, manifests, etc.

The Center

The Center is the other sub-group, and their role is to provide more in-depth research regarding issues that cannot be resolved by Triage. The Center communicates with the client regarding the specimen issue and works with the client to resolve the problem. The Center manages CRM cases from Triage, as well as from all technical departments and client service groups.

CRM (Customer Relationship Management)

CRM is a business system used to learn more about our clients’ needs and how we can meet those needs. It enables our laboratory to create a comprehensive picture of each of our clients by tracking all interactions with the client, allowing the staff to quickly identify and resolve service failures, respond more rapidly to client problems and act on emerging trends that need immediate attention.

WAYS TO AVOID DELAYS IN TESTING:
  1. Be sure to send enough specimen for all tests requested.
  2. Be sure to put two patient identifiers on each specimen submitted for increased patient safety.
  3. Be sure to keep specimens with requisitions or manifests.