Geisinger Medical Laboratories: Customer Support

Customer Support The Customer Support Team, led by Operations Director David Gingrich, consists of three separate areas of responsibility that work closely together to provide outstanding service for our customers.

The laboratory professionals who staff these areas are Customer Care Representatives, and Client Services Representatives, and Off-Site Phlebotomy.

The Customer Support Team also works closely with our GML courier network to meet the needs of our customers. Communication between the courier staff and the Customer Support Dispatcher is carried out with state-of-the art dispatching software.  When you require a pickup, this enables the dispatcher to send detailed directions and information from his PC to the courier who is on the road.

 

Customer Care Representatives

We have six Customer Care Reps on the Client Services Team.  Led by Team Leader Darren soles, all Customer Care Reps are trained medical technologists with a minimum of five years’ technical experience.  As a client, a Customer Care Rep is assigned to you based on geography and practice type.  Throughout the year your Customer Care Rep will make periodic contacts, including phone calls, written communication and visits. Your Customer Care Rep's responsibilities include:

• Client set-up (start-up supplies, reports, specimen transport, etc.)
• Customer orientation
• Technical education
• Consultation with regard to pre-analytic specimen collection, transport requirements, and technical analysis.

The Customer Care Rep is available to schedule training and in-services to your staff.  One of his or her most important roles is that of customer advocate.  Your Customer Care Rep is your liaison with the laboratory for any issues or concerns

Darren Soles has clients in central and southern regions, including Schuylkill, Dauphin, and Juniata Counties. His clients include hospitals, doctors offices, skilled nursing facilities, and school districts.

Jamie Fredericks	Rheta Mullen	Lynn Prebola
Therese Sikora		Candace Stephens

• Jamie Fredericks has clients in parts of central and western regions, including Luzerne and Centre Counties. Her clients include hospitals, doctor’s offices, skilled nursing facilities, and school districts.
• Lynn Prebola and Therese Sikora are responsible for our eastern region clients, including health plan retrieval clients, for-profit clients, including home health, hospitals, laboratory, panel providers, phlebotomy and skilled nursing facilities (SNFs).
• Rheta Mullen works with clients in the central and western parts of our service area including Clearfield, Cambria, Blair, Northumberland, Snyder and Montour counties. Her clients include hospitals, doctors' offices, skilled nursing facilities, government agencies and colleges.
• Candace Stephens is responsible for clients in the Lehigh Valley area and Southeastern PA.