COMMONWEALTH DIAGNOSTICS INTERNATIONAL, INC – CUSTOMER SERVICE REPRESENTATIVE
About CDI
Commonwealth Diagnostics International, Inc (CDI) was founded in 2015 in Salem, MA. We are a diagnostics laboratory company, manufacturing, shipping, and processing breath tests for certain gastrointestinal disorders. Our focus is to provide a patient forward service, offering breath tests are easy-to-use, quick, and safe for patients while providing valuable insight to providers to support meaningful GI health outcomes. CDI sends our kits direct to patients’ homes and providers’ offices and provides support through every step of the process, from ordering, patient testing assistance, billing support, as well as reporting and clinical support for providers. CDI’s at-home breath test offerings include kits for Small Intestinal Bacterial Overgrowth (SIBO) and Intestinal Methanogen Overgrowth (IMO), as well as for fructose malabsorption, lactose malabsorption, and sucrose malabsorption.
Commonwealth Diagnostics International, Inc is looking for a motivated Customer Service Representative, with customer service and computer experience, to join our growing team. Our Customer Service Representatives are the first line of contact with our patients and providers, and the occasional insurance representative. Our team of Customer Service Representatives maintains a wide knowledge of our processes to assist patients and providers with their inquiries in a thorough and efficient manner.
Summary/Objective for Customer Service Representative
Customer Service Representatives are responsible for providing exceptional customer service by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members. Those in this role must maintain a thorough understanding of the testing process, turnaround times, and basic billing practices as well as become familiar with our proprietary database platform.
Essential Functions for Customer Service Representative
· Deliver superlative customer service to all CDI patients and providers.
· Answer all inbound customer service phone calls; answering inquiries if customer service or billing related, sending calls to appropriate department otherwise.
· Outbound calls to patients regarding any questions they may have about the testing preparation or process.
· Responding to patient and provider communications via email and chat on multiple platforms.
· Using high attention to detail to perform accurate data entry and updating patient and provider information as requested.
· Answering general insurance and billing questions, processing patient payments, and reaching out to the billing team when escalation is needed.
· Ability to follow HIPAA regulations and handle confidential medical information with utmost care.
· Ability to adapt to new processes and updated procedures as needed.
· Perform other duties, as assigned
Competencies
A Customer Service Representative should excel in the following skills.
· Excellent written and verbal communication skills.
· Excellent organization and time-management skills.
· Excellent judgement and decision-making abilities.
· Excellent reading comprehension.
· Problem-solving skills.
· Collaborative, team-player attitude.
· Strong interpersonal skills.
· Ability to work efficiently both independently and as part of a team.
· Ability to meet deadlines and volume goals in a fast-paced environment.
· Detail-oriented and ability to multitask.
· Accountability and ownership.
· HIPAA compliance experience is preferred, but training is provided.
· Ability to properly handle confidential information.
· Proficient computer skills and ability to perform basic trouble shooting.
· Software experience including, but not limited to, Microsoft Office (Outlook, Word, Excel, OneNote, PowerPoint), Teams, and database software.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers, copiers, facsimile and phones.
Position Type/Expected Hours of Work
This is a full-time position. Monday through Friday, 9 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Preferred Education and Experience
High school degree or equivalent
Additional Eligibility Qualifications
None required for this position
Work Authorization
Authorized to work in the USA
AAP/EEO Statement
CDI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CDI complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Shift:
Application Question(s):
- Do you have familiarity with HIPAA (Health Insurance Portability and Accountability Act) regulations?
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 2 years (Required)
Ability to Relocate:
- Salem, MA 01970: Relocate before starting work (Required)
Work Location: Hybrid remote in Salem, MA 01970
