Customer Service Representative

Middlesex Health System•Middletown, CT

About The Position

The Customer Service Representative performs customer service and clerical duties in response to client issues and helps identify and meet laboratory customers’ needs. The role uses information systems to gather data and track client encounters. Under general supervision, the representative provides information and resolves problems related to test requests, submission requirements, and result status; answers telephone calls; coordinates with couriers about specimen pickups and client supplies; and contacts clients about stat or canceled tests. The role also includes office tasks such as faxing, daily audits, and scanning. The representative helps maintain a safe and secure environment, manages competing priorities to support productivity, communicates problems and potential solutions to a supervisor or manager, and works independently within delegated authority. The position includes maintaining an organized work area and supplies, taking responsibility for training, participating in educational opportunities, learning new duties, and helping train new employees. Other job-related duties may be assigned.

Requirements

High school diploma or equivalent.
Basic computer skills.
Effective oral and written communication.
Excellent interpersonal skills.

Nice To Haves

Knowledge of laboratory tests and terminology.

Responsibilities

Follow established standards and procedures to contribute to a safe and secure environment for patients, visitors, physicians, and coworkers.
Adjust personal schedule to accommodate changing department needs and workload, and stay late when necessary to resolve problems.
Coordinate workload to maintain productivity and efficiency while managing multiple priorities.
Report problems, concerns, or situations to a supervisor or manager in a timely manner and suggest potential solutions.
Provide information and resolve issues related to test requests, submission requirements, and result status.
Answer telephone calls promptly, courteously, and concisely.
Coordinate with couriers regarding specimen pickups and supplies for clients.
Contact clients professionally regarding stat or canceled tests.
Perform office-related work, including faxing, daily audits, and scanning.
Volunteer for projects and learn new duties; participate in educational opportunities and training new employees.
Maintain a clean and organized work area, restock work areas, and help maintain supply inventories.
Perform duties and solve problems independently with minimal supervision, within delegated authority.
Assume responsibility for own training and adhere to Safety, Privacy and Confidentiality, Professional Appearance, and Responsibility and Commitment Absolutes.
Perform other job-related duties as assigned.