Customer Support & Sales
Meet the Customer Support Team
The Customer Support Team, led by Senior Operations Director Christine S. Pirillo, DHA, MSM, FACHDM, PMP, consists of three separate areas of responsibility that work closely together to provide outstanding service. The laboratory professionals who staff these areas are client support specialists, client services representatives and the clinic off-site phlebotomy staff.
In addition to the contact center, customer support, clinic and off-site phlebotomy, Chris is also responsible for administrative oversight of the laboratory sales force and the phlebotomy and medical laboratory science schools.
Client Support Specialists
The GML Client Support Specialists are trained medical laboratory scientists with a minimum of five years’ technical experience. As a client, a client support specialist is assigned to you based on geography and practice type.
The client support specialist comes to your office and trains your staff to use our services. One of his or her most important roles is that of customer advocate. Your client support specialist is your liaison with the laboratory for any issues or concerns.
Client Services Representatives
The Client Service Contact Center is staffed 24 hours per day, 7 days a week.
Each month, the contact center receives over 10,000 incoming and makes 6,000 outgoing calls. The dedicated professionals in the contact center provide a critical service to you, our customer.
Calls received include requests for specimen pick-ups, laboratory results (hard copy, verbal, fax), collection and processing requirements, home phlebotomy and nursing home collections, laboratory supplies and add-on testing (adding tests to previously submitted specimens).
Outgoing calls from the contact center include courier dispatch and calling of laboratory results (e.g., critical values and special requests). 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 to the courier on the road.
The Client Services Reps use a variety of information systems as resources to provide the answers to your questions. All calls received in the contact center are documented to allow for follow-up and training. Our goal in Customer Support is to fully satisfy each and every client in a professional and caring manner, truly providing the resources of a national laboratory, and the convenience of local service.
Geisinger Medical Laboratories Contact Center
Team Leader: Jamie Serafin
Assistant Team Leaders: Jennifer Lindner and Ryan Carpenter
Meet our Sales Representative
Not a client yet? Meet Theresa Gilhooley, our Sales Representative. She would be happy to talk to you about becoming a laboratory client.
Call our Client Services Department 1-800-695-6491 and ask to connect with Theresa.