Outsourced Client Services for Medical Laboratories
An incomplete requisition does not become a result, it becomes a phone call the courier has already left before you can make.
We staff the requisition chasing, specimen coordination and referring-office calls with people trained on how a laboratory runs. We automate the flag that catches a missing field the moment it is entered; our team gets the right physician's office on the phone before the specimen ages out.
Sound familiar?
The friction we hear most.
The requisition arrives, the diagnosis code does not
A test without a valid diagnosis code or physician signature cannot be billed and often cannot be run. Someone has to call the ordering office before the specimen ages past its stability window.
A rejected specimen means someone else's bad morning
A hemolyzed, clotted or mislabeled sample means a redraw, and a redraw means a patient has to come back and a provider has to explain why. The clock on that conversation starts the moment the sample is rejected.
Referring offices call you, not the patient
Your callers are office managers and nurses checking on a result, not the person the test was drawn from. A busy line does not just frustrate them, it sends the next requisition to a lab down the road.
A critical value sitting in an inbox is a liability, not an oversight
A panic value needs a documented verbal callback to the ordering provider, not a fax and a hope. The gap between result and callback is exactly what an audit looks for.
Who joins your team
Roles we staff.
Client Services Representative
Answers calls from referring physician offices about order status, results and account setup, freeing bench staff from the phone entirely.
Requisition & Specimen Coordinator
Reviews incoming requisitions for missing codes or signatures and coordinates redraws when a specimen is rejected in processing.
Test Utilization Specialist
Checks orders against medical necessity policies and issues advance beneficiary notices where a test is unlikely to be covered.
Results & Critical Value Coordinator
Routes completed and critical results to ordering providers with the documented callback your compliance program requires.
Day to day
What they handle, every day.
- Review incoming requisitions for missing diagnosis codes, signatures and demographic mismatches
- Coordinate specimen redraws when a sample is rejected for hemolysis, clotting or mislabeling
- Field status calls from referring physician offices rather than patients directly
- Check test orders against medical necessity policies and issue advance beneficiary notices where required
- Route critical and panic values to ordering providers with a documented verbal callback
- Track turnaround time by test and flag orders approaching their reporting deadline
- Coordinate courier pickup and specimen transport scheduling across draw sites
- Process corrected report and amendment requests from ordering offices
- Manage client account setup and portal access for new referring practices
- Answer billing questions from patients confused by a charge appearing on their statement
The handoff
Where automation stops. Where the team starts.
Automation is genuinely faster at the first, predictable touch — that part is not in question, and we build that side too: managed AI agents and custom automation sitting on the systems you already run. What follows is the moment it runs out of road, and a trained person picks up with the context already in hand. Both halves come from us, on one account.
A requisition arrives with no diagnosis code attached
Where AI stops
A system can flag the missing field the instant the requisition is scanned, faster than any person would catch it. It cannot work out which of three physicians at a shared practice actually ordered the test, or get any of them on the phone.
What our team does
Calls the ordering office, tracks down the physician who actually placed the order, and gets the code before the specimen ages past its stability window.
A specimen is rejected for hemolysis
Where AI stops
A system can log the rejection reason and notify the collection site the moment it happens, with no delay and no error in the record. It cannot persuade a busy ordering office to fit in a redraw before the results are expected back.
What our team does
Calls the ordering office to arrange a redraw before the results are expected back.
A result comes back at a critical value
Where AI stops
A system can recognize the flagged value and surface the ordering provider's direct line instantly, with no risk of missing it. It cannot make the verbal callback a compliance program requires, or judge what tone that conversation needs.
What our team does
Makes the verbal callback, documents the read-back and confirms receipt.
An ordering office calls asking why a result has not posted
Where AI stops
A system can check order status and specimen tracking instantly without transferring the caller anywhere. It cannot chase down which of three possible reasons — stuck in testing, rejected, or awaiting a redraw — is the actual cause.
What our team does
Chases the actual delay, whether stuck in testing, rejected, or awaiting a redraw, and calls back with an answer.
Built for this work
AI we build for Medical laboratories.
Not an off-the-shelf chatbot. These are systems we build around how this work actually runs, on the software you already use — each one with a trained person behind it for the moment it needs judgment.
Requisition completion agent
Spots the missing diagnosis code or signature at receipt and contacts the ordering office to complete it before the specimen ages out.
Redraw coordination agent
When a specimen is rejected, contacts the patient and the ordering office and rebooks the draw the same day rather than at the next review.
Result delivery agent
Confirms the referring office actually received results and chases what did not land, with every critical value going to a person by protocol.
Outcomes
What changes.
Requisitions left stalled
Client services coverage
Requisition error corrected
What this could save you
Put a number on it.
The outcomes above are what changes operationally. Here's what a role like this is worth in dollars at Medical laboratories — the staffing saving on its own, before the routine share of the work gets automated and stops being paid for at all.
What this could save you on Medical laboratories
Move the numbers to match the role you're costing. The totals below update as you type — no email needed.
US cost, all-in
$55,634/yr
GH cost, all-in
$20,800/yr
Annual saving
$34,834
62.6% lower than staying in-house
Full itemised breakdown
See the six line items that make up the US-side total — payroll tax, benefits, paid leave, equipment, and recruiting — for the numbers above.
No sales call. We'll just send the same breakdown to your inbox.
Every assumption this rests on
These are conservative public US averages — employer payroll tax, benefits load, paid leave, and the rest — not GH Business Solutions' own measured figures. Every number above is either something you entered or something listed here: nothing is hidden, and nothing is rounded in our favor. It is disclosed in full so you can check the arithmetic yourself rather than take our word for it.
| Assumption | Value |
|---|---|
| Employer payroll tax | 9.15% (FICA 7.65%, plus federal and state unemployment) |
| Benefits load | 25% — insurance, retirement and supplemental pay only, since tax and leave are costed separately |
| Paid leave | 20 days (roughly 12 vacation days plus 8 public holidays) |
| Workstation and software | $1,500 |
| Cost per hire | $1,300 (SHRM 2026 median for nonexecutive roles) |
| US voluntary turnover | 18% a year (published US range is 13%-18% — we use the top of it) |
| GH rate | $10.00 per billable hour (our range is $9-$10 — we cost the top of it here) |
| Self-managed seat | $450 a month salary at cost, plus $70 a week for the desk, plus a $695 recruitment fee over 2 years |
Ready to talk specifics?
Tell us what's piling up. We'll tell you exactly what we would take off your desk.
Getting started
Two weeks, start to finish.
Week one
We map your workflow
A dedicated team lead learns your systems, protocols and escalation rules before anyone takes a live call or opens a live ticket.
Week two
Supervised live coverage
Your new team works real calls and real tasks alongside your staff, with a safety net until every handoff is clean.
Full handover
Coverage runs on its own
By the end of week two the team runs independently, with reporting you can review each morning rather than a queue you have to check.
Compliance & data handling
Built to be trusted with what matters.
- HIPAA-aligned handling of patient results and protected health information
- Business associate agreement signed before any requisition or results access
- Named-individual access to requisitions and results, audit-logged per record
- Awareness of CLIA-regulated result handling and reporting requirements
Related services
Common questions
Before you ask.
Will referring offices know they are talking to someone outside our lab?
The call should sound like your own client services line, because it is trained to. The team knows your requisition requirements and your ordering physicians specifically, and never falls back on a generic script.
How do you handle patient results and protected health information?
Results and the protected health information behind them carry named-individual access and an audit trail on every record touched, from secure workstations, with staff trained before they touch a single requisition. A business associate agreement is signed before any access begins, and because a result only ever goes back to the ordering physician, every release is logged against who requested it and who it was sent to.
Our requisition system already flags missing fields automatically. Isn't chasing a signature just a phone call a bot could make?
The flag is instant and reliable — that part is not in question. What a system cannot do is work out which of three physicians at a shared practice actually ordered the test, track down the right office, and stay on the phone until someone with signing authority actually signs. Our team does that chasing and calls back with an actual answer rather than a status code. Anything involving a rejected specimen, a critical value or a disputed result goes to a person by default. The flagging and reminder side is something we automate for a lab as part of the same engagement, so the team is spent on calls rather than on checking.
Can the team work inside the laboratory information system we already use?
Yes. We work in whatever laboratory information system, courier scheduling tool and billing platform you already run, using credentials you issue and permissions you control. Nothing needs to migrate.
Is this only worthwhile for a large reference laboratory?
No. A single-site lab usually starts with one person covering client services and requisition review; larger reference labs run a small dedicated team split across client services, specimen coordination and results. The model scales by adding people to a team that already knows your ordering offices.
How quickly can client services coverage start?
Two weeks is typical. The first week maps your requisition requirements, rejection criteria and callback protocols and trains the team on them. The second runs live coverage supervised alongside your staff before full handover.
Also in healthcare
We staff the same half of the work here.
Proof
This is not theoretical.
An account running right now, anonymized. No logo, no invented quote — the sector, the work, and a saving you can check yourself.
Working with us today
Medical laboratory network
Three locations, serving New York, New Jersey and Pennsylvania
A fifteen-person team covering the phones, the dispatch board and the client line around the clock. Calls stopped going to voicemail, and critical results stopped waiting for office hours.
It began with a single agent. Every one of the 14 people added since was the client's decision, taken 14 separate times over twelve months.
Team growth in twelve months
Critical result coverage
Calls to voicemail
What the team handles
- Inbound calls across three locations, answered rather than queued
- 24/7 coverage on critical result notification
- Dispatching drivers and phlebotomists
- Appointment handling and scheduling
- Client communications with referring offices
$16 saved per person, per hour
Across 15 people at 40 hours a week, that is $499,200 a year. Their figure, not ours — and lower than the gap our own calculator produces.
Ready to see this running in your business?
Tell us what's piling up right now. We will tell you exactly what we would take off your desk.
Talk to us