Client Services Representative M-F 10am-6:30pm, Sat & Sun Off
About The Position
Our Client Services Representatives work in a CALL CENTER environment and are truly at the center of all laboratory and diagnostics information. Our Representatives are critical to the success of our business and the well-being of our patients. If you like being a “know it all” and are the boss at facilitating the exchange of information, we have a place for you in our Client Services team! Did we mention you won't be selling anything? So, what does a Client Services Representative do? Spends 90% of the time receiving incoming call and making outbound calls. Professionally interacts with Physicians and their staff, patients, and internal customers over the phone. Knows all the ins and outs of the company and projects confidence when talking with customers. Uses all resources available to resolve a situation. Delighting the customer is the goal! Works in a production environment and strives to exceed all metrics in the department. This position requires an organized, self-motivated, process driven professional who is an effective communicator with expertise in delivering exceptional client customer service. Using keen insight into people and refined soft skills, this position is able to proficiently handle a high volume of client incoming and outgoing phone calls regarding sensitive HIPAA information.
Requirements
- Detail oriented and comfortable working in a very fast paced environment.
- You love working on the phone.
- Comfortable sitting and typing during your entire shift.
- Able to navigate multiple screens on the computer at once.
- Multitasking is your middle name.
- Comfortable with set structure and following procedures.
- A team player who is aware that your work is critical in helping medical providers and hospitals provide excellent patient care.
- Loves to learn something new every hour, every day.
- High School Diploma required and a minimum of one year experience in customer service.
- Must be able to function independently and requires the ability to multitask and manage multiple situations and tasks at once, synthesize complex data and maintain confidential materials.
- Must possess excellent organizational, interpersonal and communication skills.
- Experience with MS Office.
Nice To Haves
- Customer service in a laboratory/diagnostic/health care industry preferred.
- Additional related education and/or experience preferred.
Responsibilities
- Effectively communicates both verbally and in writing with internal and external clients regarding laboratory test availability, test results and patient specimen requirements by accessing the company computer, telephoning referral labs and using printed reference material.
- Uses company resources to resolve service-related issues such as Test-In-Questions (TIQ), trouble alerts, supply orders, missing specimen and special requests – i.e. loans and consults, chain of custody. When necessary, escalates issues to a higher authority.
- Documents all actions taken as required by CAP, CLIA & HIPAA, and Company policies. Will be required to maintain daily metrics and collated monthly metrics, statistics and quality data while focusing on quality while demonstrating that the patient comes first in everything we do.
- Participates in self- directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap. Completes special projects as assigned.
- Can be required to arrange pick up, delivery and / or shipment of specimens.
- Participates in peer-to-peer knowledge transfer and training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
