Customer Engagement Specialist

GeneDx•Gaithersburg, MD

11d•$21 - $26•Onsite

About The Position

The Client Engagement Specialist will provide exceptional customer service, and laboratory related communication regarding specimen submissions. This also includes releasing results to healthcare professionals, and their patients. As well as, handling all customer service contact received by telephone and/andor electronically.

Requirements

Knowledge of medical terminology to effectively communicate with patients and healthcare providers
Strong data entry skills with a high level of accuracy and attention to detail
Excellent phone etiquette and interpersonal skills to provide outstanding customer service
Ability to communicate clearly and effectively
Passionate about providing excellent customer service in the healthcare industry
Must be able to multitask in a fast-paced environment
Ability to handle stressful or difficult situations with the ability to de-escalate calmly and professionally
Comfortable interacting with technical staff and other departments
Mathematical, computer, reasoning, and language skills at the professional level.

Nice To Haves

Proficiency in Microsoft Office, Excel, and Salesforce, with the ability to learn new systems, is a plus.
1-3 years clinical laboratory, physician’s office, and/or healthcare, insurance and/or billing customer service experience
Bilingual preferred

Responsibilities

Provide exceptional customer service to patients and healthcare providers
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Understanding of healthcare regulations and compliance requirements to ensure all activities are conducted in accordance with established protocols.
Ensure accuracy in entering and maintaining patient information and handling medical documentation.
Ability to communicate effectively with patients, healthcare providers, and team members both verbally and in writing.
Answer incoming calls and respond to inquiries promptly and professionally
Place client supply orders and arrange for medical kit shipments
Review and manage consent forms, medical hold forms, faxes, and work in inbound and outbound queues
Utilize medical terminology for clear communication with patients and healthcare professionals
Report laboratory results following established protocols and assist clients with test requirements, specimen submission, and other laboratory policies and procedures
Analyze and resolve customer concerns or issues effectively by utilizing appropriate resources.
Work with clients for missing information such as insurances, ICD 10/CPT, notes, consents, and demographics
Collaborate with other team members to ensure a seamless customer experience
Provide client education/reeducation regarding general billing and non-billing related issues as needed