Client Services Representative

Overview

Primary City/State Phoenix, Arizona
Department Name Client Services
- Work Shift Day
Job Category Administrative Services

Set schedules and possible work from home opportunity after training completed!
This position will work at our corporate headquarters in Phoenix (Washington St and 56th St.; 202 Red Mountain Freeway and 143 Expressway).

$$ Position starts at $19 AND UP depending on specific experience.
We also offer WEEKEND differential pay and weekly incentives for employees achieving production metrics!

Our Client Services Representatives work in a CALL CENTER environment and are truly at the center of all laboratory and diagnostics information. Our Representatives are critical to the success of our business and the well-being of our patients. If you like being a “know it all” and are the boss at facilitating the exchange of information, we have a place for you in our Client Services team!

Did we mention you won’t be selling anything?

So, what does a Client Services Representative do?

• Spends 90% of the time receiving incoming call and making outbound calls.
• Professionally interacts with Physicians and their staff, patients, and internal customers over the phone. Knows all the ins and outs of the company and projects confidence when talking with customers.
• Uses all resources available to resolve a situation. Delighting the customer is the goal!
• Works in a production environment and strives to exceed all metrics in the department.

• Detail oriented and comfortable working in a very fast paced environment. You love working on the phone.
• Comfortable sitting and typing during your entire shift.
• Able to navigate multiple screens on the computer titasking is your middle name.
• Comfortable with set structure and following procedures.
• A team player who is aware that your work is critical in helping medical providers and hospitals provide excellent patient care.
• Loves to learn something new every hour, every day.

• Someone who is stressed out by calling people on the phone or receiving constant calls. Production call center environment is not your thing.
• Overwhelmed by an EXTREMELY fast-paced environment.
• Uncomfortable typing information on keyboard for long periods of time. Data entry work is not your thing.
• Unfamiliar navigating through different screens on the computer.
• Uncomfortable with set schedules and showing up to work on time.

This position requires an organized, self-motivated, process driven professional who is an effective communicator with expertise in delivering exceptional client customer service. Using keen insight into people and refined soft skills, this position is able to proficiently handle a high volume of client incoming and outgoing phone calls regarding sensitive HIPAA information.

• Effectively communicates both verbally and in writing with internal and external clients regarding laboratory test availability, test results and patient specimen requirements by accessing the company computer, telephoning referral labs and using printed reference material.
• Uses company resources to resolve service-related issues such as Test-In-Questions (TIQ), trouble alerts, supply orders, missing specimen and special requests – i.e. loans and consults, chain of custody. When necessary, escalates issues to a higher authority.
• Documents all actions taken as required by CAP, CLIA & HIPAA, and Company policies. Will be required to maintain daily metrics and collated monthly metrics, statistics and quality data while focusing on quality while demonstrating that the patient comes first in everything we do.
• Participates in self- directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap. Completes special projects as assigned.
• Can be required to arrange pick up, delivery and / or shipment of specimens.
• Participates in peer-to-peer knowledge transfer and training.

DIRECTLY REPORTING None

MATRIX OR INDIRECT REPORTING None

Type Of Supervisory Responsibilities None

Position works independently with limited supervision using independent judgment…