Call Center Representative

American Health MW LLC • Cincinnati, OH

3d

About The Position

The Call Center Representative provides customer service and operational support to clients, patients, and internal laboratory staff. The position handles incoming and outgoing calls, resolves routine service issues, communicates laboratory-related information, and routes inquiries appropriately while maintaining patient confidentiality and professionalism. The role supports laboratory operations by coordinating service-related issues with phlebotomists, couriers, laboratory departments, and client facilities, including dispatching mobile phlebotomists and couriers.

Requirements

• High school diploma or equivalent required.
• Strong telephone, customer service, and problem-solving skills.
• Ability to communicate effectively with healthcare professionals, patients, and coworkers.
• Strong attention to detail and ability to accurately document information.
• Ability to manage a high volume of calls and prioritize urgent requests.
• Ability to maintain confidentiality and appropriately handle protected health information.

Nice To Haves

• Healthcare, laboratory, medical-office, or call-center experience preferred.
• Basic knowledge of medical terminology preferred.
• Experience with a Laboratory Information System (LIS), electronic health record, or healthcare customer-service software preferred.

Responsibilities

• Answer incoming calls from physician offices, nursing facilities, hospitals, patients, and other laboratory clients in a professional and timely manner.
• Assist callers with questions about specimen collection requirements, test availability, laboratory hours, supplies, courier services, and general laboratory procedures.
• Provide laboratory test results to authorized individuals in accordance with laboratory policy and applicable privacy requirements.
• Accurately document calls, requests, complaints, and follow-up activities in the appropriate system.
• Investigate and resolve routine client concerns, including missing specimens, delayed results, add-on testing requests, recollections, courier issues, and order discrepancies.
• Route clinical, technical, or critical-result questions to qualified laboratory personnel when they are outside the representative’s scope.
• Communicate with phlebotomists, couriers, laboratory departments, and client facilities to coordinate service-related issues.
• Dispatch mobile phlebotomists and couriers.
• Protect confidential patient and client information and follow HIPAA, laboratory policies, and established security procedures.
• Provide courteous service to upset patients, nursing staff, physician offices, and other callers while remaining calm and solution-focused.
• Perform other customer service and administrative duties necessary to support laboratory operations.

Benefits

• Competitive pay
• Paid time off
• Holidays
• Flexible scheduling
• Stability of the nation’s largest long-term-care laboratory
• Supportive and collaborative work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED