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 informs clients about new tests, new services and new technology.
Our Sales Representative is:
- Melissa Belfield, 315-461-5908
Customer Service Representatives:
Every client is assigned a dedicated Customer Service Account Representative. They make regular monthly calls and/or visits to our customers to inform them of new tests, new services, handle any special needs or requirements, conduct satisfaction surveys and answer questions.
Our Customer Service Representatives are:
- Malinda Desjardins, LPN, Manager of Account Services, 315-461-5917
- Jaclyn Hughes, Account Representative, 315-461-5918
- Linda Montgomery, Account Representative, 315-461-5932
Our Customer Services Representatives assist clients by answering all their general questions and providing information about the status of test orders. In addition, our Call Center Staff provide:
- Test results and the current status of testing
- Phone/fax notification of testing performed stat (Tests with critical value results are called by our technical staff)
- Help with tests that need to be added onto an existing order, as well as test cancellations
- Expedited solutions for any “problem” specimens
Our Call Center is staffed Monday through Friday from 7:30 a.m. to 10:30 p.m. Saturdays, Sundays and holidays are staffed from 8:00 a.m. to 4:30 p.m.
Our technical service staff – i.e. pathologists, Ph.D. scientists, department managers, laboratory managers and medical technologists – are available to assist clients with answers to highly technical questions, to help with problem-solving and can often provide support materials for interpretation of test results.
To speak with a pathologist or obtain a medical consultation, contact our Customer Service Department at 315-461-3008.
Our extensive courier network enables us to customize the pick-up and delivery service for all accounts. All our couriers are equipped with two-way phones.
For courier assistance or to arrange for a pick-up, call 315-410-7047. If you have frozen specimens or STAT specimens please notify the dispatcher who answers your call.
Pick-ups from physician offices are routinely available Monday through Friday. Arrangements for Saturday or Sunday pick-ups must be made in advance with our Transportation Department.
We employ over 40 phlebotomists who are responsible for collecting blood specimens in our Patient Service Centers, in the nursing homes that we service, at the health/wellness fairs in which we participate and, on a limited basis, in some patient homes.
Laboratory Alliance of CNY operates 12 Patient Service Centers conveniently located throughout Central New York.