Specialist DL Customer Support

Responsibilities

• Screens and handles all inbound customer service requests via phone and email and serves as the face of Diagnostic Labs on all professional inquiries in a positive, results-oriented manner; seeks additional help when necessary.
• Determines and maintains a thorough understanding of the products/service lines of the Diagnostic Laboratories with ability to speak comfortably, at a high level, to inquiries with ease.
• Communicates Versiti Diagnostic Laboratories and Donor Testing Laboratory specimen requirements, test order requirements, and billing policies with customers.
• Provides customers with accurate pricing and recommended CPT or PLA codes for test offerings.
• Supports the Versiti Accounting team with obtaining customer payment on outstanding invoices, as needed.
• Identifies and responds appropriately to customer needs and concerns regarding current services; communicates potential new service opportunities to appropriate personnel/leadership.
• Sets up and maintains client accounts in appropriate systems, and supports the Versiti Accounting team with obtaining customer payment on outstanding invoices, as needed.
• Communicates issues and opportunities to DL leadership and leads follow up with customers as appropriate.
• Performs review of customer facing documents for accuracy; works with project team to ensure only high-quality accurate documents are published to customers.
• Writes, edits and reviews new and existing procedures, policies, job aides and SOPs for the department.
• Takes initiative to serve as point person on departmental assignments/projects.
• Opens and closes customer service department independently and ensures promise to customer is met.
• Provides recommendations for potential process improvements, seeking input from team members.
• Maintains inventory of appropriate office supplies.
• Maintains confidentiality of all patient information.
• Supports Versiti’s mission, vision and values as well as department goals and objectives.
• Works well in team environment.

Qualifications

• Bachelor's Degree from an accredited college or university in science required.
• Equivalent combination of education and 3 to 5 years related experience may be substituted for the degree with the approval of Client Services Management and Human Resources.
• Experience: 1-3 years customer service experience required. 1-3 years experience in a laboratory setting or other health care related environment preferred.
• Knowledge, Skills And Abilities: Must have strong customer service, interpersonal, written and verbal communication skills, including the ability to provide constructive criticism to peers.