Client Services Associate

Description

This position is entirely on-site; there is no remote or hybrid availability.

Candidates must have:

• Strong attention to detail
• Strong critical thinking and issue resolution

First shift hours will be 7-3:30 pm

Skillset Matrix:

• Technology Requirements (I.E Programs, systems, etc) We primarily use Salesforce.com CRM; it would be a plus if the candidate has some previous experience in it.

What does a typical day look like? (daily tasks)

• Mostly outbound calls in the morning to follow up on current orders for required documents.
• Data Entry for newly e-faxed orders that are coming in.
• Upload documents received to their orders and push them into other teams' queues.
• Reviewing received specimens and resolving order issues identified by our Sample Management team. This may require making outbound calls to confirm or resolve order issues.
• Clear the dashboard and send faxes to clients and pathology to request the specimen or additional document needed.

Preferred background/prior work experience?

• Preferred office experience where account management was a focus.

Priority soft skills Communication

• Adaptability
• Problem-solving skills

Key Requirements and Duties:

• The Client Services Associate 1 will report to the Client Services Supervisor and will manage the order workflow and provide customer support in compliance with policies, procedures, and regulations.

Responsibilities:

Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC). Tasks include, but are not limited to:

Processing orders in SFDC

• Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
• Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
• Resolving holds on orders so specimens received can begin testing ASAP.

Monitoring reports on CS Dashboard to stay on top of workload.

• Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.

Handling Physician Call Back Requests

• Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC

Managing Portal Accounts

• Setting up new portal users, managing password resets, and assisting with IT support as needed

Account management

• Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.

Follow-Up on QNS Cases

• Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type

Incoming Calls/ Emails

• Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
• Monitor team email inbox as well as individual email inbox.