Customer Service & Other Support Services

 Our team of sales representatives contact prospects and clients on a regular basis. In addition to marketing and selling our testing services, our sales staff keeps you informed of new tests, new services, and new technology.

 

George Panarisi, HT(ASCP), Sales & Marketing Specialist                              461-5907

Every client of Laboratory Alliance of CNY is assigned a dedicated Customer Service Account Representative. They make regular monthly calls and/or visits to our customers. They keep you informed of new tests, new services, handle any special needs or requirements, conduct satisfaction surveys and answer your questions. Their goal is to make sure that our services meet your needs. Do not hesitate to call on them if you need assistance or have any questions regarding our services.

 

Customer Service Representatives                              Telephone Number

Jeff Coyne, Director of Support Services                                     461-3029

Malinda Kuney, LPN, Customer Service Supervisor                   461-5917

Jean-Paul L’Orange , Account Representative                            461-5918

Melissa Frizzi, Account Representative                                       461-5908

 

 

Our Customer Services Representatives are responsible for the operations of our Call Center. These individuals strive to assist clients by answering all their general questions and providing information about the status of test orders. In addition to general information about our laboratory services, the Customer Services Representatives provides:

 

·           Test results and current status of testing

·           Phone/fax notification of stats and specific requests

(Critical values are called by technical staff)

·           Processing for add-ons and cancellations

 

They also handle client notification for any issues or concerns surrounding a specimen(s) such as: clarification of tests ordered; samples of the incorrect type or received at the incorrect temperature for the test ordered. Our Customer Service Representatives also notify the client of any mismatched specimens in which the name of the patient on the tube and requisition are different. They monitor any outstanding electronic orders, and notify the clients of those orders for which samples have not been received. In general, the role of our Call Center is to expedite solutions for all problem specimens.

 Our Technical Service Staff – Pathologists, Ph.D. Scientists, Department Managers, Laboratory Managers and Medical Technologists – are available to provide detailed technical support for clients. They are capable of assisting with highly technical questions, problem solving and providing support materials for interpretation of test results.

 

Laboratory Alliance of CNY has an extensive courier network, which enables us to customize the pickup and delivery service for all accounts. Our stat courier vehicles are equipped with a two-way radio to facilitate the completion of unscheduled customer requests. To safeguard specimen integrity, our Transportation Department routinely schedules multiple stops at the Main (Operations Center) Laboratory, the hospitals, nursing homes, and our Patient Services Centers. Additionally, this allows us to process specimens more frequently, resulting in faster turnaround time. All Laboratory Alliance couriers are professionally trained to provide a courteous and dependable service for the customers on their route.

 

For courier assistance or pickup, please call 315-410-7047. Inform the dispatcher when you have frozen specimens or STAT specimens. 

 

Pickups from physician office locations are routinely available Monday – Friday. Arrangements for Saturday or Sunday service must be made in advance with Transportation Services.

 

 

Laboratory Alliance of CNY employs over forty phlebotomists who are responsible for collecting blood specimens our Patient Service Centers, in the nursing homes we service, at the health/wellness fairs in which we participate and in some patient homes. (NOTE: You must first call Laboratory Alliance to see if you meet the criteria to qualify for Home Phlebotomy Service.)

 

Laboratory Alliance of CNY operates over ten Patient Service Centers conveniently located throughout Central New York. A listing of the Patient Service Centers, including printable maps and directions can be found on the web-site: www.laboratoryalliance.com.