Will DLO draw my lab work if I have a past due balance?
DLO provides a valuable service as part of managing your health. There is a fee for our services, but we offer convenient options for you to pay your bill, including at the time of service, by mail or through our payment portal. If you have a past due balance from a previous DLO service, you will be required to make a minimum payment based on your outstanding balance before you can receive future services. If you have questions about your bill or past due invoices, please call 1-888-241-7742 to reach our Patient Billing Customer Service department.
As a customer service representative at Diagnostic Laboratory of Oklahoma (DLO), Carolyn Williams proudly serves DLO clients by making and receiving phone calls, sharing critical lab results, and answering client questions.
Basic Purpose
A DLO Customer Service Representative (CSR) will handle all inbound customer contacts received by telephone, electronically, in writing and in person. DLO CSRs will troubleshoot inquiries and follow-up with customers on issues that cannot be resolved immediately. DLO CSRs will also place outbound calls to clients in accordance with call log procedures and policies.
Duties and Responsibilities
Handles all customer inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service
Report laboratory results to clients and patients using established protocols
Document reporting or call history in required format and maintain complete and accurate records
Contact the client to resolve routine matters related to patient testing and result reporting
Report client concerns using established protocols
Provides education and guidance to clients about DLO lab processes
Understands the importance of Quality Service and how it is measured
Escalates issues as appropriate using established protocols
Leads by example in demonstrating “gold standards” behaviors
Perform other duties as required to meet the customer requirements
Educational Requirements
Minimum high school diploma or equivalent.
Work Experience
Previous medical or customer service background preferred.
Other Requirements
Demonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group
Demonstrated strong writing and composition skills
Ability to work in a team environment
Strong organizational skills
Demonstrated strong Problem Solving skills
Demonstrated composure in stressful situations
Demonstrated ability to follow company and department policies and procedures
Demonstrated ability to operate basic office equipment and utilize proficient computer skills
Demonstrated ability to handle multiple tasks and work in a fast-paced environment
