Client Services Representative Lead

Overview

The Client Services Representative Lead, under the direction of the Director of Business Operations, performs the daily activities of answering telephone call inquiries to fulfill client needs and ensure client satisfaction and assists in the leadership and supervision of the department.

• Follow client services department policies and procedures.
• Serves as project leader in the development and implementation of training, QA programs and department protocols.
• Develop and maintain good relationships with customers, physicians, and colleagues to ensure customer satisfaction.
• Research and resolve problems with specimens and/or reports.
• Assist the Director of Business Operations in day-to-day operations of the department. Including but not limited to: monitoring the workflow, productivity, and work quality of the department and personnel, development and implementation of new procedures and policies, and data collection and manipulation for reporting for company management.
• Communicate pertinent department information/issues to Manager
• Present material to various committees
• Performs all duties of a Client Services representative including: handling difficult calls tactfully, courteously, and professionally; calling Alert test reports for clinical lab testing to clients; and following up with clients/physician offices on requisitions that have incomplete test orders, incomplete or erroneous patient demographics or insurance/billing information.
• Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.