Shift/Time Zone: M-F, 9-530pm EST
Hrs/Wk:    40.00
Days:    Weekday

Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.

• 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.
• Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
• Report laboratory results to clients and patients using established protocols.
• Follow through in a timely manner to resolve all issues and concerns.
• Provide education and guidance to clients about lab processes.
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications

Required Work Experience:

• One (1) year of customer service and/or related health care experience is required.
• Must have hands on knowledge of medical terminology (REQUIRED)
• Must have strong time management and organizational skills

Preferred Work Experience:

• Previous related health care experience preferred.

Physical and Mental Requirements:

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands , and/or fingers. (Typing)

Knowledge:

• Proper telephone etiquette to handle customer inquiries
• Basic knowledge of operating office equipment
• 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, Outlook)
• Ability to multi-task and work in a fast-paced environment
• Strong organizational skills
• Ability to analyze and solve problems.
• Good listening skills
• Ability to maintain professional and tactful manner in stressful situations
• Ability to deal with client information in a confidential manner

Education

• High School Diploma or Equivalent(Required)