UPHS – Marquette Heroes | Ingrid Olson

What is your role at UPHS – Marquette?

I am a client services representative in the laboratory at UP Health System–Marquette (UPHS–Marquette).

What was your inspiration for getting into healthcare?

I have always enjoyed helping people, solving problems, and creating positive experiences during moments that matter, and healthcare provides an opportunity to do that every day. While I came from a hospitality background, I quickly realized that many of the same skills—compassion, communication, attention to detail, advocacy and a commitment to exceptional service—are incredibly valuable in healthcare. Being able to support patients, families, providers and our community while contributing to an organization that makes a tangible difference has made healthcare a very rewarding next step in my career. 

What’s a typical day like for you? What is it like working in this field?

My days are busy and rarely look exactly the same, which is one of the things I enjoy most. I start each morning by listening to voicemail, checking emails and faxes and manually resulting any send-out laboratory tests whose results did not interface. That needs to be completed by 8:00 a.m. so our couriers can deliver those results to clients throughout the UP. 

From there, I work through problem cards, resolving as many issues as possible and making sure testing is set up and results are returned promptly. If a specimen needs to be recollected, I notify the patient or provider’s office right away to help prevent delays in care. Throughout the day, I’m answering calls from patients, providers, clients and laboratory staff—troubleshooting issues, answering questions and helping identify the correct tests to order. 

Then I put on my “billing hat” and review and send client invoices and statements or manually drop charges for tests that require it. On any given day, I may also help our Medical Records team with a coding issue, register laboratory drop-off specimens, assist a pathologist in procuring procedural notes or jump in wherever I’m needed. 

No two days are alike, and while the days can be long, they truly fly by because there is always something to solve, someone to help or something new to learn! 

How long have you been employed here? Have you always been in the same position?

I have been with UP Health System – Marquette since May 2025 and have held the same position throughout my time here. While my title has stayed the same, my responsibilities have continued to grow as I have taken on additional duties within the client services office, including lab billing, supply ordering, process improvement, and a variety of other administrative and operational responsibilities. I’ve really enjoyed the opportunity to learn more about the laboratory and healthcare environment and to continue expanding my role as the needs of the department have evolved. 

What are some of the big changes you have experienced in this position?  

When I first started, client services was primarily focused on working problems and manually faxing results. Since then, the role has evolved significantly—the list of changes and additional responsibilities is honestly endless. We now proactively double-check lab orders each day to ensure testing is completed correctly, the appropriate tests are ordered, and nothing is missed. We’ve also strengthened our relationships with our lab clients, including local clinics and surrounding UP hospitals, so we can provide better support and resolve issues more effectively. 

I assist providers with identifying the correct tests to order, mentor new laboratory staff on ordering processes, develop resources to help them succeed, and have taken on responsibilities such as lab billing and client invoicing. Overall, the role has become much more proactive, collaborative, and focused on quality, accuracy, education, and ensuring patients receive the testing and care they need. There really is no shortage of ways this position has grown—and I’m always looking for the next opportunity to improve it.

What are some of your interests outside of work? What is your favorite local gem? 

Between exploring new places and getting lost in a good story, I’m happiest when I’m curious and discovering something new! 

What do you enjoy most about working at UPHS – Marquette?

What I enjoy most about working at UP Health System is the opportunity to “put the hospitality in hospital.” I love helping my coworkers, mentoring new team members, and being involved in implementing processes and procedures that create quality and consistency. Most importantly, I enjoy being able to connect the dots, solve problems and advocate for patients so they have a smoother experience and the continuity of care they deserve. 

And, on the nerdier side, I love being a sponge and learning something new every day. Medicine and science are fascinating to me, and learning about new tests, diagnoses, and procedures helps me connect the dots, expand my knowledge and continually hone my skills. I genuinely enjoy understanding the “why” behind what we do, and I never want to stop learning and growing.