Client Service Representative

Position Summary

The Client Service Representative will exemplify CompuNet's mission and value to both internal and external customers in response to telephone calls, critical value reporting and inquiries by clients regarding all service requests. Coordinate reporting of referral laboratory results to the appropriate entity. Address all customer inquiries in a friendly, courteous fashion to make each interaction a positive customer experience.

Responsibilities

• Follow all guidelines outlined in departmental policy regarding telephone etiquette.
• Answer and document telephone calls, handle requests for results and information, direct calls to the proper department or individual, take complete messages, respond to each request for service in a timely manner.
• Responsibility for reporting critical values to all market segments in compliance with regulatory requirements with timeframes outlined in procedure.
• Receive telephone calls from clients for the pick-up of STAT and or ROUTINE specimen(s). Document call in dispatch software and dispatch service request.
• Handle client related questions and concerns in a courteous and efficient manner and documents in appropriate computer system.
• Perform department duties as outlined in the department procedure manual.
• Document potential privacy breaches and quality/service variances per procedure.
• Utilize Optimaxx as need for archived audit trail reports.
• Accept client requests for laboratory testing or supplies, documents, and forwards appropriately (i.e. add-on, verbal orders or walk-in on weekend).
• Keep abreast of and proficient with computer, phone and operational changes in various systems.
• Assist in assuring departmental equipment is function properly.
• Responsible for electronic routing of incoming faxes, monitors STAT/FAX CALL LOG in QLS computer system and COPY/CALL/FAX in Sunquest computer system, reports as outlined in departmental manual.
• Follow through with response to client problems by documenting in appropriate system or escalating to Team Leader.
• Issue manual billing credits/charges as outlined in department manual.
• Promote positive communication as well as CompuNet's core values with clients, coworkers and affiliated hospital staff.

Qualifications

• Must be high school graduate or equivalent.
• Excellent telephone communication and customer service skills.
• Ability to work independently and as part of a team.
• Previous experience and/or education in health care field, medical terminology.
• Data entry skills required.

Safety & Physical Demands

• Work with computer/software sitting for extended periods of time.
• Use telephone seven-eight hours of shift.
• Demonstration of consistently high integrity and accuracy.
• Excellent written and interpersonal communication skills.
• Sound reasoning ability and good independent judgment.
• Ability to work within specified deadlines and timetables.
• Professional in all dealings with team members, customers and staff.
• Low risk of exposure to biohazard substances and hazardous chemicals.
• Be familiar with and adhere to safety, ergonomic and health policies of the company.
• Comply with all PPE requirements when in the laboratory or other biohazard areas.
• Complete required safety training and health evaluations in a timely manner.
• Anticipate safety hazards, act upon unsafe situations and promote safety awareness.