Client Services Representative

Job Summary

The Client Services Representative anticipates, recognizes, and meets the need of internal and external clients. The Client Services Representative provides prompt, cooperative assistance and seeks ways to increase client satisfaction and loyalty.

Major Responsibilities

• Answer calls in a timely, professional and courteous manner using clear, concise language and correct grammar
• Respond to clients’ inquiries, assuring HIPAA compliance with each call
• Verify authenticity of client by obtaining practice name, physician name, caller’s name and phone number
• Maintain patient and laboratory confidentiality and data security
• Document all calls on customer service information forms, noting the name, phone number, time of call, nature of request, and resolution of the problem and date/time of resolution
• Complete all documentation according to established laboratory procedures
• Navigate LIS, provides verified, released test reports available in the computer as requested by clients
• Recognize and refers questions needing more expertise to appropriate technical specialist, pathologist, or supervisor
• Understand and knows how to find details for test turnaround times, collection requirements, specimen transport, and laboratory supplies
• Provide weekly activity report to supervisor
• Suggest improvements and additions to enhance departmental and overall laboratory productivity
• Adhere to all policies, procedures, and safety regulations
• Assist other departments with scanning and filing of documents
• Other duties as assigned

• High school diploma or GED
• Medical background preferred
• Knowledge of laboratory operations and terminology a plus
• Strong computer skills with a high proficiency in Microsoft Office
• Excellent phone etiquette and verbal communication skills
• Strong multitasking and organizational skills with attention to detail and the ability to prioritize a wide range of requests
• Ability to work independently with minimal supervision