Client Services Representative

PROMETHEUS LABORATORIES INC • San Diego, CA

30d • Onsite

About The Position

Supports client accounts and laboratory logistics by providing customer support to clients, patients, Prometheus sales representatives, and other departments including Commercial and Payor Relations & Customer Experience.

Requirements

• Ability to multi-task, prioritize and follow through on projects and assignments.
• Generally requires 2 years’ experience in a related medical customer service role.
• Healthcare, biotech, and/or medical billing setting highly preferred.
• Computer literacy is essential with proficiency in Microsoft Word, Excel, and PowerPoint.
• Candidate should possess analytical and problem solving skills.
• Very good verbal and written communication skills.
• Previous handling of inbound and outbound call center phones preferred.
• Ability to write routine reports and correspondence.
• Excellent verbal communication skills with ability to speak effectively with customers or employees of organization.
• Ability to develop and maintain strong and effective working relationships with internal and external customers.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve basic problems while on the telephone.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to understand basic medical terminology as they relate to department and position.

Responsibilities

• Receiving incoming phone calls and requests for test results, information on diagnostic and therapeutic products from pre-printed marketing materials, specimen transport kit requests, and miscellaneous requests from clients, patients, and sales representatives.
• Routing questions to Supervisor or Senior Client Services representatives that are outside of their job knowledge.
• Providing sales materials upon request to customers and RTS representatives.
• Utilizing LabVantage for patient information to properly respond to inquiries.
• Maintaining records of client interactions or transactions, using MasterControl to capture diagnostic customer complaints, inquiries, or comments, as well as actions taken.
• Supporting field Regional Technical Specialists (RTS) with responsibility for multiple sales districts and the management of accounts in absence of RTS related to supplies, literature, test add-ons or kits.
• Forwarding billing questions to Payor Relations & Customer Experience representatives for handling.
• Describing Prometheus products and programs to customers.
• Inputting customer information into CRM database on a daily basis.
• Notifying physician offices of abnormal results and cancelled tests via phone and fax on a daily basis; this includes completing outbound phone calls for missing information (e.g., a Client Action) or resolution of test order deficiency related item.
• Ensuring HIPAA Confidentiality and Compliance policy, procedures and standards are adhered to at all times.
• Maintaining competencies required for the position and specific areas assigned.
• Assisting with scheduling mobile phlebotomy services, as necessary.
• Communicating information for partnered pharmaceutical products from pre-printed marketing materials.
• Providing portal support for clients (resetting passwords, navigation, etc.).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed