Client Service Representative

Sonic Healthcare USA • Rye Brook, NY

20d • Onsite

About The Position

We're not just a workplace - we're a Great Place to Work certified employer! Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members! Quality is in our DNA -- is it in yours? The Customer Service Representative I position is an entry-level position to provide consistent service to our clients. The CSR I provides service by responding to telephone inquiries from callers as they relate to health services. The CSR I resolves product and service problems and offers support to our internal laboratory operations team and field staff (Sales Team) for the Sonic Healthcare ThyroSeq Laboratory. Location: Rye Brook, NY Days: Monday - Friday Hours: 9:00 AM - 5:30 PM Full-time: Benefit Eligible In this role, you will: Respond to all inbound calls, faxes and e-mails into the Customer Service Call Center and resolve any issues resulting from these interactions, transferring calls to various department as needed for resolution. Process medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures. Document and resolve all escalated client inquiries/problems in an efficient manner. Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction utilizing concise, thorough and accurate documentation. These requests include, but are not limited to supply orders, pick-ups, second opinion requests, amended reports and report requests. Anticipate, identify and proactively respond to the needs of our clients prior to receiving a complaint. Provide consistent, superior customer service to our clients. Ensure continuous communication with sales representatives to meet client needs. In cases tests reported within service level standards, proactively contact clients to notify and resolve issue. Proactively contact clients when there will be an issue with a pickup or supply request. Develop ability to research each problem prior to calling client for resolution. Become familiar with the breakdown of specialties, product lines, specimen types, collection methods, test requests and medical terminology. During resolution of problems, CSR I is responsible for educating our internal/external clients on future submission and changes in collections. Relieve the receptionist during day/s off, assuming receptionist duties during that time. These duties include but are not limited to; answering the telephone, screening calls, taking and relaying messages, providing accurate information to callers, greeting persons entering the building, directing individuals to correct destination, mailing slide requests and documenting returns. Other duties or special projects as assigned. Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotions, transfers, discipline, terminations, wage and salary administration, training, and benefits. Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. About Sonic Healthcare USA Sonic Healthcare USA is a subsidiary of Sonic Healthcare Limited, one of the world's largest medical diagnostic companies, providing laboratory services to medical practitioners, hospitals and community health services, with operations in eight countries, on three continents and providing care to over 100 million patients each year. Sonic Healthcare USA is a leading provider of state-of-the-art laboratory services and pathology practices throughout the USA with eight operating divisions and nearly eight thousand US- based employees, 330 Pathologists and serving over 30 million patients per year. Sonic Healthcare USA operates under a federated business model that emphasizes medical leadership and community-based testing services to provide outstanding quality and service to the doctors and patients that they serve. For more information, visit the Sonic Healthcare website at www.sonichealthcareusa.com.

Requirements

• High School diploma
• At least 2 years’ experience with customer service/call center operations.
• Excellent written and oral communications skills.
• Professional attitude and presentation.

Nice To Haves

• Medical Terminology proficiency preferred.

Responsibilities

• Respond to all inbound calls, faxes and e-mails into the Customer Service Call Center and resolve any issues resulting from these interactions, transferring calls to various department as needed for resolution.
• Process medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Document and resolve all escalated client inquiries/problems in an efficient manner.
• Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction utilizing concise, thorough and accurate documentation.
• Anticipate, identify and proactively respond to the needs of our clients prior to receiving a complaint.
• Provide consistent, superior customer service to our clients.
• Ensure continuous communication with sales representatives to meet client needs.
• In cases tests reported within service level standards, proactively contact clients to notify and resolve issue.
• Proactively contact clients when there will be an issue with a pickup or supply request.
• Develop ability to research each problem prior to calling client for resolution.
• Become familiar with the breakdown of specialties, product lines, specimen types, collection methods, test requests and medical terminology.
• During resolution of problems, CSR I is responsible for educating our internal/external clients on future submission and changes in collections.
• Relieve the receptionist during day/s off, assuming receptionist duties during that time. These duties include but are not limited to; answering the telephone, screening calls, taking and relaying messages, providing accurate information to callers, greeting persons entering the building, directing individuals to correct destination, mailing slide requests and documenting returns.
• Other duties or special projects as assigned.

Benefits

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow within the organization
• Free lab services for you and your eligible dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) that includes a generous company match
• A sense of belonging – we are a community!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees