Customer Service Representative

Position Responsibilities:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each responsibility competently. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the responsibility. The responsibilities of the client services representative include but are not necessarily limited to the following:

• Responsible for answering and triaging all incoming calls to the laboratory.
• Performs effectively in relaying information regarding the specimen requirements, turnaround times, etc.
• Responsible for releasing result to ordering physician and office staff when requested.
• Provides follow-up and confirmation of critical values to the physician and client.
• Processes any add-on tests requested by the physician.
• Retrieves results from the reference laboratories.
• Demonstrates the ability to research test codes and specimen requirements for tests that are not in the lab information system.
• Handles specimen pick-up calls, both routine and stat.
• Responsible for contacting physician offices to clarify and notify of any issues related to the specimen that was submitted to the laboratory. (e.g., name discrepancies, no specimen received for test requested, no test for specimen received, wrong specimen type for test requested, unclear demographics, etc.)
• Runs the overdue report for send-out and in-house tests.
• Runs release sample report for specimens entered electronically in the field.
• Perform clerical and administrative duties as needed.
• Demonstrate the ability to be flexible, organized and function under stressful situations.
• Perform all responsibilities independently with no direct supervision required.
• Perform all other duties as assigned.

Competencies:

• Strong interpersonal skills and professional demeanor
• Ability to communicate effectively verbally, in a clear speaking voice and in writing
• Critical thinking with efficient and effective problem-solving skills.
• Ability to manage and execute multiple projects, prioritize, and meet deadlines.
• Ability to work well in a team environment that promotes inclusiveness and communication among team members.

Education and Experience:

• High school diploma or equivalent.
• Certified phlebotomy or medical assistant preferred
• Clinical laboratory experience preferred
• Training provided on the job
• Data entry skills are required
• Medical terminology skills preferred