Full Time - Client Services Representative

JOB SUMMARY

HOURS: Monday-Friday 8:30am-5:00pm
This role requires exceptional customer service abilities and experience with Microsoft Office Suite products. Key responsibilities include answering phone calls, managing user accounts, handling customer requests, and supporting dispatches.

ESSENTIAL FUNCTIONS

• Answer incoming phone calls and route appropriately.
• Check visitors in and inform sponsors.
• Set up user accounts, reset passwords, and assign LIS portal permissions.
• Handle customer requests for pathology reports and additional testing.
• Manage customer files and organize paperwork.
• Run daily reports for client deliveries.
• Support dispatching of will-call specimen pickups to the courier team.
• Maintain supplies and order as needed.
• Monitor and dispatch incoming faxes.
• Receive and distribute US mail.
• Respond to patient requests for health information.
• Follow HIPAA rules and regulations.
• Perform other duties as assigned.

LEAD RESPONSIBILITIES

• Handle escalated and complex client services issues.
• Liaise with other department heads for communication and coordination.
• Manage workflow and oversee the HIPAA log.
• Build new account profiles as required.
• Manage periodic emails from billing regarding case verification and changes.

PHYSICAL/MENTAL DEMANDS, ENVIRONMENT

• Excellent customer service skills.
• Ability to speak cohesively, patiently, and compassionately.
• Comfortable switching focus between tasks.
• Team-oriented mindset.
• Able to lift 30 lbs.
• Comfortable in a laboratory setting.

EQUIPMENT USED

• Computer/Network Equipment
• Phone and Fax Machines
• Printers/Scanners

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities.

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• Developed and apparent computer skills.
• Experience with Microsoft Office Suite products.
• Effective oral and written communication skills.
• Medical Laboratory/Pathology related experience; > 1 year preferred.
• Customer Service experience; > 1 year preferred.

BENEFITS

• Nationally competitive compensation and benefits.
• Health insurance (Primarily covered by the company).
• Dental insurance (100% covered by the company).
• Vision insurance.
• Paid time off.
• Retail contributions (401k).
• Flexible Spending Account (FSA).