Healthcare Call Center Representative

TEKsystems•Lake Bluff, IL

12d•$18 - $18•Hybrid

About The Position

PURPOSE AND SCOPE: Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports). PRINCIPAL DUTIES AND RESPONSIBILITIES: • Must speak Spanish • 1-2 years call center experience or high volume phone experience • Accountable for outstanding customer service to all external and internal customers. • Develops and maintains effective relationships through effective and timely communication. • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner. • Contacts clients of abnormal test results, problems with specimens and requisitions, verify information. • Assists clients with questions regarding status of tests, test requirements, specimen handling, etc. • Assists clients with requests for changes to their requisitions, critical values, and patient information. • Documents all calls into appropriate systems. • Communicates with Sales and Clinical Support Reps about clients. • Communicates with all departments to resolve client questions and problems in a timely manner. • Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc. • Helps orient and instruct new staff. • Provides input for improvement of department policy and procedures. • May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor. • May refer to senior staff for assistance with higher level problems that may arise. • Escalates issues to supervisor for resolution, as deemed necessary. • Assists with various projects as assigned by direct supervisor. • Other duties as assigned.

Requirements

Must speak Spanish
1-2 years call center experience or high volume phone experience
Prior call center experience and/or multi-line phone system.
Good computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.
Detail oriented with strong analytical and organizational skills.
Adaptable to fast-paced environment with the ability to multitask concurrent priorities in an organized manner.
Great interpersonal skills with the ability to work cohesively within a team environment.
Strong customer service skills with a positive, enthusiastic and energetic attitude.
Great oral and written communication skills to effectively communicate with all levels of management.

Responsibilities

Communicates information and acts as a resource for clients by telephone and fax.
Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
Assists clients with requests for changes to their requisitions, critical values, and patient information.
Documents all calls into appropriate systems.
Communicates with Sales and Clinical Support Reps about clients.
Communicates with all departments to resolve client questions and problems in a timely manner.
Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc.
Helps orient and instruct new staff.
Provides input for improvement of department policy and procedures.
May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor.
May refer to senior staff for assistance with higher level problems that may arise.
Escalates issues to supervisor for resolution, as deemed necessary.
Assists with various projects as assigned by direct supervisor.
Other duties as assigned.