The Customer Service Representative is responsible for client success by answering inquiries received by phone, text, or email, setting-up new accounts in databases, providing webinar trainings, resolving specimens on hold, and educating clients on test requirements, collection, and shipping procedures. They are also in charge of inputting a high volume of data for accurate and timely laboratory reporting nationally and accountable for quality assurance checks of reporting information and editing data as needed.
Summary of Essential Job Functions
- Answering the telephone, screening, transferring incoming calls appropriately and in a timely manner.
- Reporting client concerns using the current established protocol.
- Providing information and educating clients on test requirements, collection, and shipping procedures.
- Contacting collection sites to resolve routine matters related to patient testing and result reporting.
- Reporting patient results using the current established protocol.
- Setting up new accounts in the databases using the current established protocol.
- Retrieving data from the database or electronic files as requested.
- Entering data into corresponding fields within various software programs.
- Identifying and correcting data entry errors using appropriate quality control methods.
- Monitoring electronic interface channels for Covid-19, Toxicology and Clinical reporting
- Corresponding with external agencies regarding Covid-19 and communicable disease reporting.
- General office duties which include filing, photocopying, scanning, and faxing, as necessary.
- Assisting and covering other departments when necessary or required.
- Undertaking any other duties and responsibilities as required by the Client Operations & Sales Manager.
Required Education and Experience
- High school diploma or equivalent required.
- Must have a minimum of two years administrative or receptionist experience.
- Experience in laboratory medicine, mental health or related field and knowledge of medical terminology is a plus.
- Must be IT literate and have knowledge of software programs including Microsoft Word, Excel, and PowerPoint.
Skills and Competencies
- Must possess the ability to communicate with people at all levels of the organization, patients, and external agencies.
- Must be open, agreeable, and professional when gathering and referring information to the appropriate member of the team.
- Must have the ability to multitask, work within tight deadlines, and prioritize conflicting demands whilst working effectively.
- Must have the ability to listen actively when spoken to and effectively communicate their thoughts to others.
- Must have the ability to work alone but also in a team, with fellow staff, in the business setting.
- Must possess good time management and organizational skills.
- Must actively seek to accomplish tasks and be able to use a variety of methods and ideas to solve problems whilst, when needed, seeking advice and/or guidance from fellow employees.
Schedule
- Monday through Friday (10:00am-6:30pm)
- Join us in delivering exceptional experiences to our customers while growing your career in a supportive environment!
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
Experience:
- Lab medicine, mental health, OR related: 1 year (Preferred)
- Microsoft, Excel, Powerpoint: 1 year (Required)
- Admin or Receptionist: 2 years (Required)
Work Location: In person
