Customer Service Rep I

Texas Health & Human Services Commission•Austin, TX

1d•$2,694 - $3,946•Onsite

About The Position

The Customer Service Rep I works under the supervision of the Manager I of the Laboratory Reporting Branch. The position responds to health care professionals’ requests for laboratory test results by telephone, fax, and email, using the Harvest, Labware, and Perkin-Elmer laboratory information systems and following confidentiality policies. It prints laboratory reports according to established schedules, prepares and delivers reports to the mailroom by 11:30 a.m., and routes inter-agency reports through inter-agency mail. The employee verbally reports rabies test results to submitters and, when necessary, Public Health Regions; verifies, generates, and distributes laboratory submission forms; and provides monthly totals of calls and duplicate reports. Tasks are performed according to the Standard Operating Procedure manual. The role also supports the laboratory’s safety culture as a liaison to the Safety Office and may assist with other Laboratory Reporting Branch duties. Saturday work may be required as needed. Disaster response or continuity-of-operations participation may involve an alternate shift pattern or work location.

Requirements

At least one year of experience assisting customers by phone, fax, or email.
Experience answering large volumes of phone calls in a call center or other work setting.
Experience handling confidential material, such as personal or sensitive information, medical records, or banking information.
Knowledge of leadership qualities including adaptability, flexibility, dependability, and accountability.
Knowledge of modern office administration, policies, and procedures.
Knowledge of working with confidential medical records, files, or information.
Skill in answering phones and responding to requests according to area and laboratory policy.
Ability to perform tasks with a high degree of accuracy and attention to detail.
Skill in basic computer functions, including retrieving data and researching pennant material or archived documents.
Ability to handle a fast-paced office with changing demands and priorities.
Ability to follow written and oral instructions and work cooperatively in a team setting.
Ability to communicate and interact effectively with the public and respond to public inquiries in a timely manner.
Ability to work in a professional customer service environment, prioritize work, manage time, and meet deadlines.
Ability to use initiative and independent judgment within established deadlines.

Responsibilities

Respond to health care professionals’ requests for confidential patient test results by phone, fax, or email, using current laboratory information systems and following applicable confidentiality policies, or route requests to appropriate personnel.
Print laboratory reports using Labware, Harvest, and Perkin-Elmer according to each system’s established schedule.
Prepare and deliver reports to the mailroom by 11:30 a.m. daily and remove inter-agency reports for distribution through inter-agency mail.
Verbally report rabies test results to submitters and, when necessary, Public Health Regions, depending on the final result.
Verify, generate, and distribute laboratory submission forms, ensuring information is correct before distribution.
Provide monthly totals of calls received and duplicate reports generated.
Perform tasks according to the Standard Operating Procedure manual.
Support a laboratory-wide safety culture by serving as a liaison to the Safety Office.
Assist with other Laboratory Reporting Branch duties as needed.
Participate in or support agency disaster response, recovery, or continuity-of-operations activation when assigned.