Client Service Representative

CompuNet Clinical Laboratories•Moraine, OH

11d•Onsite

About The Position

The Client Service Representative supports CompuNet’s mission and values by responding to telephone calls, reporting critical values, coordinating referral laboratory results, and handling client service requests and inquiries. The role focuses on providing friendly, courteous, timely assistance and a positive customer experience for internal and external customers. The position is based at the Core Lab in Moraine, Ohio, and is a full-time day shift from 9:30 AM to 6:00 PM, with weekend and holiday rotation. Weekend shifts receive a 15% shift differential.

Requirements

High school graduate or equivalent.
Excellent telephone communication and customer service skills.
Ability to work independently and as part of a team.
Data entry skills.
Consistently high integrity and accuracy.
Excellent written and interpersonal communication skills.
Sound reasoning ability and good independent judgment.
Ability to work within specified deadlines and timetables.
Professional conduct in dealings with team members, customers, and staff.
Familiarity with and adherence to company safety, ergonomic, and health policies.
Ability to comply with PPE requirements in laboratory or other biohazard areas.
Ability to complete required safety training and health evaluations in a timely manner.
Ability to anticipate safety hazards, act on unsafe situations, and promote safety awareness.

Nice To Haves

Previous experience and/or education in a health care field.
Knowledge of medical terminology.

Responsibilities

Follow departmental telephone etiquette policies.
Answer and document calls; handle requests for results and information; direct calls to the appropriate department or person; take complete messages; and respond to service requests promptly.
Report critical values to all market segments in accordance with regulatory requirements and departmental timeframes.
Receive client requests for STAT or routine specimen pickup, document them in dispatch software, and dispatch the service request.
Address client questions and concerns courteously and efficiently, documenting them in the appropriate computer system.
Perform departmental duties described in the department procedure manual.
Document potential privacy breaches and quality or service variances according to procedure.
Use Optimaxx as needed for archived audit trail reports.
Accept, document, and appropriately forward client requests for laboratory testing or supplies, including add-on requests, verbal orders, and weekend walk-ins.
Keep current with changes to computers, phones, and operational systems.
Help ensure departmental equipment is functioning properly.
Route incoming faxes electronically and monitor the STAT/FAX CALL LOG in QLS and COPY/CALL/FAX in Sunquest; report as outlined in the departmental manual.
Follow through on client problems by documenting them in the appropriate system or escalating them to the Team Leader.
Issue manual billing credits or charges according to the department manual.
Promote positive communication and CompuNet’s core values with clients, coworkers, and affiliated hospital staff.
Follow company safety, ergonomic, health, and PPE policies; complete required safety training and health evaluations; identify hazards and promote safety awareness.