Shahbaz Ali

Customer Service

Lincoln Reference Lab • Full-time

Jul 2025 - Present • 10 mos

Served as a key point of contact between Lincoln Reference Lab and its network of healthcare providers, clinics, and patients, delivering exceptional customer service within a fast-paced, compliance-driven clinical laboratory environment. Managed high-volume inbound and outbound communications related to laboratory testing, specimen collection and stability, result reporting, STAT requests, and account-specific inquiries. Demonstrated strong operational judgment by accurately reviewing patient and test information, identifying discrepancies, and coordinating with laboratory operations, IT, logistics, and clinical teams to ensure timely issue resolution and continuity of care. Played an active role in prioritizing urgent cases, supporting physician offices during critical situations, and maintaining service-level standards. Maintained precise documentation within laboratory information systems (LIS), ensured adherence to HIPAA and internal compliance policies, and contributed to process efficiency by proactively following up on pending cases and escalating complex issues when necessary. Recognized for professionalism, attention to detail, and the ability to communicate complex laboratory information clearly to both clinical and non-clinical stakeholders.