Lab Customer Service Representative
About The Position
The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.
Requirements
- High School Diploma or equivalent
- 1 year of relevant experience
- Microsoft/ Windows experience, type 30 wpm.
Responsibilities
- Answer incoming calls, gathering and documenting appropriate customer information.
- Communicate customer needs to the appropriate lab department or team for resolution and action.
- Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information.
- Appropriately activate, convert and discharge visits on one contact.
- Register appropriately following the Corporate Registration Process.
- Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.
- Provide information to customers regarding patient test results and status of test results.
- Call critical and stat laboratory results and document communication in appropriate system.
- Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.
- Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.
- Relay information and requests to customers in the form of patient reports, requisitions and faxes.
Benefits
- Comprehensive benefits package to meet your financial, health, and work/life balance goals.
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance, pet insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
