Problem Samples
After the lab team compiles the problem sample list, this team receives it via email to case function.
Who is the Customer Service team?
If the account name is red with asterisks, it indicates this type of hold.
What is a Credit Hold?
If you leave a voicemail, you must also do this to follow up.
What is send a follow-up email to the client?
This phrase emphasizes reporting issues immediately when you notice them.
What is “See something, say something”?
When a call is escalated to MLLT, what is their first responsibility before involving the Medical Team?
What is attempt to resolve the inquiry themselves depending on the inquiry?
This term refers to a laboratory specimen that arrives with missing, incomplete, or incorrect information essential for accurate testing and reporting.
What is a problem sample?
This type of problem sample occurs when the specimen does not have enough material for the requested tests.
What is Quantity Not Sufficient (QNS)?
Before making a customer call, you should check this to avoid contacting them at an inappropriate time.
What is the client’s time zone?
This document must be updated at both the start and end of the shift with any new cases.
What is the daily tracking sheet?
What is the primary purpose of Medical and LabOps group chats, and name two benefits they provide?
What is visibility to communication between Medical and Lab Teams, and benefits include potential assistance from the team and brainstorming resolutions?
When handling multiple problems from one email, the original email becomes this type of case.
What is the master/parent case?
Under the PHX Lovet protocol, you must make this many call attempts before sending a follow-up email.
What is three?
Email templates should be used for this reason when communicating with customers.
What is to ensure consistency in communications?
If an issue has the potential to escalate or disrupt operations, who should you communicate with?
What is management?
List four pieces of information you must obtain before addressing the inquiry during an incoming customer call.
What are caller position, preferred contact method and time, patient information (name, species, accession number), and testing type/sample type?
If you get an alert stating “overall block” when generating a mock order in SAP, it indicates this type of hold.
What is a Master Data (CMD) hold?
This t-code in SAP helps identify when a hold has been placed or removed by reviewing recent changes.
What is OV51?
his section in the account should be reviewed before calling/emailing to confirm the preferred contact method and phone number.
What is the Account Alert box?
This best practice reminds you not to delay addressing problems that can be resolved.
What is “Don’t avoid the evitable”?
If escalation is needed after case closure, what status should the case be forwarded in and what is the purpose of this status?
What is “New” status, to guarantee visibility and prevent the case from being overlooked?
Which SAP t-code is used to confirm if a customer is coded as a Ref Lab customer, and what indicator confirms this?
What is XD03, and the indicator is “500” listed under Customer Group 3?
In the problem sample workflow, what is the exact sequence of steps from lab team identification to case resolution?
What is: Lab team compiles problem sample list → sends list to Customer Service (email to case) → Customer Service contacts customer for missing info → case updated and returned to lab queue for processing?
When a customer replies to your email, what happens to the case status and what action should you take
What is the case reopens with status “new email on case,” and you should update case comments and proceed accordingly?
At the start of your shift, you must complete two actions before working on problem samples. Name both and explain why they are critical for workflow efficiency.
What are assigning cases to yourself from the RLCS queue and updating the daily tracking sheet with new cases, because these steps ensure accountability and accurate case tracking throughout the shift?
What role does the shared inbox play in collaboration, and how does it help identify systemic issues?
What is specialized coding for task ownership and filing inquiries for review, which helps identify trends and recurring issues for process improvement?