Client Services Representative- Pathology Lab

Under moderate supervision, the Client Services Representative anticipates, recognizes and meets the need of internal and external customers. The customer service representative provides prompt, cooperative assistance and seeks ways to increase customer satisfaction and loyalty. The schedule for this role is M-F 9am- 5:30pm on-site, reporting directly to the Customer Service Supervisor.

Examples of Essential Functions:

• Establish trusting relationships with internal and external customers by acting as a source of reliable and helpful information. Serve as a liaison between internal and external customers.

• Answer incoming calls and transfer them to the appropriate party.

• Greet and announce all visitors to appropriate personnel.

• Respond promptly to requests for assistance, including but not limited to: new referral source account set-up, slide requests, report requests, managed care inquiries, and data verification with physician offices (for pre-data and data entry).

• Prioritize requests and provide an approximate time period for response.

• Document all calls on customer service information forms, noting name, phone number, time of call, nature of the request, and resolution of the problem and date/time of resolution.

• Assist with all customer communication projects, including direct mail letters, e-mail announcements, telephone announcements, etc.

• Initiate and implement quarterly telephone communication with referral sources.

• Manage service recovery, including necessary and appropriate letters, telephone calls or other methods to keep the customer informed and satisfied.

• Provide monthly report at quality assurance meetings.

• Perform other duties as requested, including data entry and /or transcription support.

• Adherence to Safety Regulations.

Education/Training/Experience

Required:

High school graduate or equivalent, secretarial or clerical, and interpersonal communication skills.

Desirable:

Two years of higher education, medical, and customer service experience.

Knowledge:

▪ Basic computer and work processing applications

▪ Understanding of medical terminology

▪ Understanding of anatomy and physiology

▪ Client care, QA and safety practices

• Two rich medical plans to choose from (HDHP & PPO)
• Dental and Vision
• HSA/FSA
• Company paid LTD, STD, and Life Insurance
• 401k with Company Match
• 9 Holidays per year, PTO accrual of 15 days per year