Client Service Representative

Job Functions, Duties, Responsibilities and Position Qualifications:

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Location: Fully Remote, must reside within 25 miles of laboratory located at 760 Westchester Ave, Rye Brook, NY 1057. Please do not apply if out of state or commutable miles required from our laboratory.
Days: Monday thru Friday
Hours: 9:30AM-6:00PM with rotating Saturdays 10:00AM-4:00PM
Full-time: Benefit Eligible

Multi-tasking is your middle name. You’ve got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued. You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.

Join our team of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions.

In this role, you will:

• Handle all inbound calls, faxes and e-mails into the Customer Service Call Center and resolve any issues resulting from these interactions. Also, handles all call transfers as needed to various depts. and/or outbound calls to resolve any issues.

• Processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.

• Document and resolve all escalated client inquiries/problems in an efficient manner.

• Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate. These requests include, but are not limited to supply orders, pick-ups, second opinion requests, amended reports and report requests.

• Anticipate, identify and proactively respond to the needs of our clients, prior to receiving a complaint.

• Provide consistent, superior customer service to our clients.

• Ensure that communication is continuous with our sales representatives so that client needs are always met.

• Proactively contact clients when there will be an issue with a test being reported within service level standards.

• Proactively contact clients when there will be an issue with a pickup or supply request.

• Familiar with the breakdown of specialties and product lines, specimen types, collection methods, test request and medical terminology.

• Ability to thoroughly research each problem prior to calling client for resolution.

• During resolution of problems, CSR I is responsible for educating our internal/external clients on future submission and changes in collections.

• As needed, relieve the receptionist during day/s off, and assume the receptionist duties during that time. These duties include but are not limited to: answering telephone, screen calls, taking and relaying messages. Providing accurate information to callers; greeting persons entering the organization and directing individuals to correct destination. Mailing of slide requests and documenting returns.

• Other duties or special projects as assigned.

All you need is:

• High School Diploma or equivalent

• College or commensurate experience preferred.

• 1 year of experience working in a call center or in the laboratory

• Medical terminology proficient, at least 2 years previous customer service experience.

• Excellent written and oral communications skills.  Professional attitude and presentation.

• Top notch typing proficiency (at least 35wpm), including 10-key.

• Ability to thrive in a fast-paced environment

Company:

Sonic Anatomic Pathology

We’ll give you:

• Appreciation for your work

• A feeling of satisfaction that you’ve helped people

• Opportunity to grow in your profession

• Free lab services for you and your dependents

• Work-life balance, including Paid Time Off and Paid Holidays

• Competitive benefits including medical, dental, and vision insurance

• Help saving for retirement, with a 401(k) plus a company match

• A sense of belonging – we’re a community!

We also want you to know:

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties. Salary starting $20.00 - $24.00/hour Pay is commensurate with experience; geographic differentials to the pay range may apply. Sonic Healthcare USA, reserves the right to pay more or less than the posted range. Any difference between actual compensation and the posted range will be based on factors other than race, color, religion, sex (including pregnancy) or national origin.

Scheduled Weekly Hours:

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.