Client Services Representative (12pm to 9pm, Monday - Friday)

Principle Health Systems•Webster, TX

11h•$0 - $16•Onsite

About The Position

The Client Services Dispatcher is responsible for coordinating and dispatching laboratory services while delivering exceptional customer service to internal and external clients. This role requires strong organizational skills, the ability to multitask in a fast-paced environment, and a proactive approach to problem-solving.

Requirements

High School diploma or equivalent required.
Minimum 1 year of experience as a laboratory dispatcher.
Minimum 1 year of customer service experience preferred.
Strong ability to analyze customer and technician locations to optimize routing and meet service-level commitments.
Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
Ability to handle high volumes of telephone calls and coordinate with multiple departments.
Positive attitude, strong work ethic, and ability to independently resolve problems.
Proven ability to communicate professionally via phone, email, and written documentation.
Proficiency in Microsoft Office Suite and ability to learn new systems quickly.
Ability to work independently with minimal supervision.

Responsibilities

Respond promptly to new account inquiries and accurately enter information into designated systems (LIS, LabDaq, LabNexus, Phlebio, Sugar, Freshdesk, Clinic, NPI).
Take ownership of all inquiries, utilizing available resources to provide timely resolutions.
Maintain thorough knowledge of internal systems, processes, and workflows related to the collection and processing of patient lab samples.
Maintain and update the critical call list.
Handle STAT call intake with urgency and accuracy.
Assist other departments (Laboratory, Sales, Corporate) with various tasks as needed.
Perform daily administrative reporting tasks and assist with internal projects as assigned.
Perform other client services duties as assigned by the manager.
Ensure all orders are properly dispatched, completed, and processed in accordance with policies and procedures.
Review, organize, and distribute orders based on coverage areas, effectively utilizing on-duty phlebotomists.
Track and follow up on all assignments dispatched during the shift.
Collaborate with Phlebotomy Management, Laboratory, and Courier services to ensure order completion.
Document issues that occur throughout the shift and escalate as necessary.
Investigate and troubleshoot unexpected problems, providing immediate resolution when possible.
Communicate customer concerns or potential issues to the sales team and phlebotomy managers with recommendations for resolution.
Serve as a friendly, helpful, and knowledgeable representative of PHS laboratory services.
Perform other dispatcher duties as assigned by the manager.