Client Service Representative - Tech I

Responsibilities

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
• Follow through in a timely manner to resolve all issues and concerns.
• Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records.
• Report laboratory results to clients and patients using established protocols.
• Research and resolve more complex customer issues, including those referred by CSR I, II, and Assistants.
• Receive reports for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies.
• Assist technical departments as required for problem resolution.
• Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples.
• Perform appends, deletes, edits, and demographic changes to ensure appropriate handling, testing, and reporting of test results.
• Process confirmation and corrected reports as required.
• Process return specimens to clients as needed.
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures.
• May provide coaching and/or training to less experienced staff.
• Provide suggestions for process improvements to maximize quality and efficiencies in the department.
• Perform other duties as assigned to meet the business needs or customer requirements.

Qualifications

Required Work Experience: Three (3) to five (5) years of clinical laboratory or customer service experience.

Preferred Work Experience: Previous clinical laboratory and/or customer service experience in a call center environment preferred.

Knowledge

• Proper telephone etiquette to handle customer inquiries
• Basic knowledge of operating office equipment
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation
• Good understanding of fundamental medical and laboratory terminology
• Understand the importance of Quality Service and how it is measured

Skills

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
• Proficiency in basic computer skills (Word, Excel)
• Ability to multitask and work in a fast-paced environment
• Ability to work under pressure with a high degree of accuracy
• Strong organizational skills
• Ability to analyze and solve problems
• Good listening skills
• Ability to maintain a professional and tactful manner in stressful situations
• Exhibit comfortable interaction with technical staff and other departments
• Demonstrated ability to coach or train other reps
• Ability to deal with client information in a confidential manner

Education

High School Diploma or Equivalent (Required)

Languages

English (Required)

Licenses and Certifications

• Medical Lab Technician Certification (Preferred)
• Medical Technologist Certification (Preferred)