Customer Service Representative

BioReference Health, LLC•Elmwood Park, NJ

About The Position

BioReference, an OPKO Health company, is the largest full service specialty laboratory in the United States that gives healthcare providers and patients the power to make confident healthcare decisions. With a focus on oncology, urology and women's health, BioReference offers comprehensive test solutions and unparalleled expertise based on a 40 year legacy of proven science and exceptional service. Join our team and become part of the journey in making our patients and customers the highest priority.

Requirements

1-2 years of relevant experience
Excellent verbal and written communication skills. Speak and write English clearly and effectively, good listener
Prioritize and manage time efficiently.
Good listening skills
Proficiency in basic computer skills (Word, Excel, Outlook)
Ability to multi-task in a fast paced environment
Ability to handle stressful situations
Problem solving skills, flexibility and ability to adjust to change
Ability to work in both an individual and team environment

Nice To Haves

Bilingual (Spanish)

Responsibilities

Handles all incoming patient and client inquiries via phone, email, and electronic fax regarding scheduling issues.
Acts as the main contact for patients with questions about access to their results, including troubleshooting Patient Portal access issues.
Researches and resolves complex customer issues, including those escalated by other teams, following established protocols.
Completes all necessary documentation for received requests, ensuring records are accurate and thorough.
Reports priority and critical matters to clients and internal parties as required, adhering to reporting procedures.
Follows policies related to follow-up and shift changes, and keeps relevant parties informed as needed.
Resolves all issues and concerns promptly.
Provides clients with accurate information, education, and guidance about business processes.
Escalates issues to supervisors when necessary to keep them updated on client concerns or deviations from procedures.
Recommends process improvements to enhance quality and efficiency.
Complies with company policies and regulations.
Performs other assigned duties to meet business or customer needs.
Utilizes Customer Service Excellence tools and techniques.
Assists with projects as assigned by the supervisor.