Customer Service Representative

Position Summary

Provide customer service and laboratory related communication regarding specimen submission and reporting of results to healthcare providers and external customers, as well as, support all internal operations.

Principal Job Duties

• Answers calls from internal and external clients and patients regarding any laboratory related issues.
• Serve as a resource to clients regarding test requirements, specimen submission and other laboratory policies and procedures.
• Report laboratory results using established protocols.
• Identify, research, and resolve customer issues utilizing appropriate staff and resources to ensure client satisfaction.
• Place client supply orders.
• Follows up with clients on consent forms, failed faxes and work all outgoing queues.
• Understands the importance of Quality Service and how it is measured.
• Under general supervision, follows established company policies and procedures and applies acquired job skills.
• Embrace and utilize the Customer Service Excellence tools and techniques.
• Assists with various projects as assigned by direct supervisor.

Education and Experience

• HS degree or equivalent
• Some college classes preferred
• 1-2 years of relevant experience
• Excellent verbal and written communication skills. Speak and write English clearly and effectively, good listener
• Prioritize and manage time efficiently
• Computer literate
• Able to multi-task in a fast paced environment
• Able to handle stressful situations
• Problem solving skills, flexibility and ability to adjust to change
• Must exhibit comfortable interaction with technical staff and other departments
• Team player

Preferred Skills

• Medical terminology proficiency
• Some experience from a clinical laboratory, physician office and/or customer service experience
• Bilingual (Spanish)