Job Description
Job Description
Description:
PURPOSE AND SCOPE:
Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Accountable for outstanding customer service to all external and internal customers.
• Develops and maintains effective relationships through effective and timely communication.
• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
• Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
• Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
• Assists clients with requests for changes to their requisitions, critical values, and patient information.
• Documents all calls into appropriate systems.
• Communicates with Sales and Clinical Support Reps about clients.
• Communicates with all departments to resolve client questions and problems in a timely manner.
• Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc.
• Helps orient and instruct new staff.
• Provides input for improvement of department policy and procedures.
• May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor.
• May refer to senior staff for assistance with higher level problems that may arise.
• Escalates issues to supervisor for resolution, as deemed necessary.
• Assists with various projects as assigned by direct supervisor.
• Other duties as assigned.
EDUCATION:
High School Diploma required
EXPERIENCE AND REQUIRED SKILLS:
• 1 – 2 years’ related experience.
• Must have excellent communication skills.
• Prior experience in medical/laboratory customer service setting.
• Prior call center experience and/or multi-line phone system.
Company DescriptionA heart-centered approach to staffing!
Company Description
A heart-centered approach to staffing!