Customer Experience Specialist

Aspira Labs, Inc.•Austin, TX

23d

About The Position

The Customer Experience Specialist is responsible for delivering high quality service on all customer/patient service calls. Requires ability to multi-task in a high stress environment. Provides accurate and timely information to supporting departments, clients, and patients. Adheres to departmental and HIPAA policies and procedures. Promotes superior quality client/patient relations and creates a supportive climate in a Customer Service. Respects and maintains the confidentiality of laboratory and financial information.

Requirements

BA or BS degree in a healthcare, science, or related field.
2 years of Call Center experience minimum.
1 year of work experience in a healthcare, science, lab, or related field.
Candidate must have at least 1 year of customer service or sales experience.
Comfortable making outbound calls and receiving inbound calls.
Basic computer skills and proficiency with MS Suite.
Good communication skills verbal and written.

Responsibilities

Uses solid customer service skills to triage and manage client/patient calls, analyze accounts, and documenting action performed.
Accurately completes the necessary documentation and customer logs/records.
Understands and operates computer resources proficiently.
Ability to positively meet the needs of patients and clients through professional communication.
Identifies problems which may adversely affect the customer, client, and the lab. Takes appropriate action, including supervisor notification.
Understands and follows all policies.
Understands and follows all HIPAA guidelines.
Participates in Customer Service, lab team meetings and others as identified.
Follows compliance procedures and participates in compliance training.
Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
Uses slow times constructively.
Communicates with staff and its customers to ensure quality.
Maintains and supports a service-oriented relationship with customers.
Respects and protects the confidentiality of information relative to patients and clients.
Strives to preserve a positive work environment.