DHA Laboratory is a high complexity clinical laboratory and functional laboratory services company committed to delivering exceptional provider solutions, client service, and building long-lasting client relationships. Built on a solid 15-year foundation, DHA is a CLIA-licensed lab renowned for providing reliable biochemical assays that support physicians in over 20 countries, facilitating the functional treatment of more than 600,000 patients. We are actively seeking an Account Manager to join the Mount Prospect, IL team and take on the mission of expanding critical lab services, improving healthcare outcomes, and making a meaningful difference in the lives of patients and healthcare providers.

About the Role:

As a Customer Service Representative (within DHA, this role is also known as a Results Representative), you’ll play a vital role in ensuring timely, accurate, and confidential communication of laboratory test results to healthcare providers and patients. You’ll be the bridge between lab operations and clinical care, managing sensitive health data, navigating healthcare systems, and supporting cross-functional teams to deliver high-quality service that directly impacts patient outcomes. This position reports to {Title} and requires a minimum of 4 days a week in the office.

Key Responsibilities:

1. Result Reporting & Communication

• Deliver accurate and timely patient test results to healthcare providers and patients. Complete daily reporting tasks with a focus on accuracy and minimal data entry errors.
• Document all result-related activities and communications in accordance with company standards, maintaining organized tracking systems for result distribution, requests, and order statuses.
• Serve as a reliable point of contact for results, billing inquiries, receipt requests, clinical information requests, and collection logistics, contributing to a smooth and professional experience for both patients and providers. Ensure timely follow-up on pending requests and that all reports are delivered through the correct portals and communication methods.

2. Regulatory Compliance and Data Privacy:

• Maintain strict adherence to HIPAA and Release of Information (ROI) guidelines, safeguarding patient data and minimizing legal and compliance risks.
• Fulfill Release of Information (ROI) requests in compliance with HIPAA and internal policies.

3. Operational Efficiency, Clinical Data, & Information Support:

• Streamline internal processes through organized tracking systems, complete daily reporting tasks with minimal errors, and provide dependable administrative support across departments.
• Contribute to updating departmental protocols and workflows.
• Work with the lab team to collect missing information such as order forms, test codes, or collection dates.
• Enter and verify data for all finalized unauthorized complete orders to ensure practitioner on-site commission is accurately processed.
• Review incoming lab data for completeness and consistency. Resolve any discrepancies proactively.

4. Billing Support

• Bill Patient Pay Orders efficiently and accurately, resolving patient or system billing concerns as needed.
• Coordinate with the billing and finance departments to ensure proper patient charge processing.

5. Cross-Functional and Backup Support

• Step in as a backup to the team lead when needed, providing support for task oversight and issue resolution.
• Partner with internal teams to improve result delivery processes and enhance service quality.

What You Need:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1–2 years of experience in a healthcare, laboratory, or administrative support role preferred.
• Familiarity with HIPAA and Release of Information standards is a strong plus.

What You Bring/Your Traits:

• Attention to Detail: Precise data entry and error-spotting are second nature. You are consistently accurate.
• Clear Communicator: You can professionally convey complex or sensitive information to patients, providers, and peers and do so with tact and clarity.
• Organized and Efficient: You are more than capable of managing multiple systems, priorities, and follow-ups without error or missing deadlines.
• Tech-Savvy: You are comfortable navigating many different digital systems, including Microsoft Office, Excel, EHR/practitioner portals, and lab software.
• Discreet and Compliant: You clearly understand and respect HIPAA and other privacy regulations. You always handle confidential and sensitive information responsibly, with care and confidentiality.
• Problem Solver: You are quick to identify issues and committed to finding and implementing solutions. You can think critically under pressure and are unafraid to escalate issues when necessary.
• Team Player: Achieving the common goals of the team is important to you, supporting other colleagues and departments is your norm. You are willing to pitch in, adapt, and take on leadership responsibilities when required.
• Reliable and Accountable: You own your work and you're proud of it. You consistently follow through on tasks, meet deadlines, and do it accurately. You take initiative and are dependable during routine and high-volume periods

Why Join DHA?

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and growing client base.
• A collaborative, growth-focused environment with career development opportunities.
• Impactful Work. You’ll do much more than earn a paycheck in this role, you’ll also help to enhance healthcare outcomes, making a meaningful difference in the lives of patients and healthcare providers.