Client Services Representative

Sonora Quest Laboratories / Laboratory Sciences of Arizona•Yakima, WA

12d•$19•Hybrid

About The Position

This position will work at our corporate headquarters in Phoenix. 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. 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

High School Diploma required
minimum of one year experience in customer service
Must be able to function independently
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

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.
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.
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.