Senior Specialist DL Customer Support

Diagnostic Laboratories Customer Service Representative

Under the direction of department leadership, responsible for providing exceptional inbound and outbound customer service for customers of Diagnostic Laboratories. Acts as a liaison between customers and internal departments to drive customer satisfaction and retention and resolve customer issues as appropriate. Coordinates and provides support for test menu additions and updates. Uses effective interpersonal, communication, and leadership skills to drive department productivity, and coordinate team training. As departmental subject matter expert on relevant systems and processes, has a high level of quality and technical knowledge that allows for completing work in a highly independent and efficient manner.

Screens and handles all inbound customer service requests via phone and email and serves as the face of Diagnostic Labs on all professional inquiries in a positive, results-oriented manner; seeks additional help when necessary. Documents all customer contact in appropriate software. Assists junior and peer team members with complex call resolution and escalates appropriately.

Acquires, maintains, and shares thorough understanding of the products/service lines of the Diagnostic Laboratories with ability to speak comfortably, at a high level, to inquiries with ease.

Subject matter expert in use of applicable systems for client account management, with a deep knowledge base of charting format options and distributions, account management, client builds, imaging, problem handling, and high-level knowledge of order entry process. Creates and maintains documentation for Customer Support processes.

Coordinates and executes to training of junior and peer staff members. Creates and maintains documentation for processes and training to these activities and manages associated training plans.

Supports department leadership with event management investigation and root cause determination.

Works with Information Services on CRM software maintenance and process improvements. Supports the development and maintenance of CRM metrics.

Supports the development and execution of customer survey and departmental metrics for customer satisfaction and retention, communicates issues and opportunities as appropriate to DL leadership, and executes follow up with customers.

Clearly communicates Versiti Diagnostic Laboratories and Donor Testing Laboratory specimen requirements, test order requirements, and billing policies with customers.

Provides customers with accurate pricing and recommended CPT or PLA codes for test offerings.

Provides internal customer support to all laboratories within Versiti Diagnostic Labs and interfaces on their behalf with external vendors and other Versiti support departments including, but not limited to, Sales and Marketing, LIS & DL Billing, Clinical Trials Operations, Hospital Services & Hospital Relations, and Accounting.

Resolves and documents complex issues with clients, specimens, requisitions, and billing, as appropriate. Ensures that issues outside of the scope of this position are directed to appropriate personnel for handling. Follows up on outstanding items and monitors progress through resolution. Supports junior and peer staff members with resolution on difficult issue.

Serves as customer facing subject matter expert on and responds to calls/questions regarding use of web-based order entry and reporting applications; instructs and assists customers in the use and troubleshooting of system.

Identifies and responds appropriately to customer needs and concerns regarding current services; communicates potential new service opportunities to appropriate personnel/leadership.

Sets up and maintains client accounts in appropriate systems.

Works with department leadership to develop and implement metrics for customer satisfaction and retention.

Supports the Versiti Accounting team with obtaining customer payment on outstanding invoices, as needed.

Using strong attention to detail, performs review of customer facing documents for accuracy; works with project team to ensure only high-quality accurate documents are published to customers. Facilitates rotation of all document reviews among team.

Writes, edits and reviews new and existing procedures, policies, job aides and SOPs for the department.

Takes initiative to serve as point person on departmental assignments/projects and supports team members with complex or new assignments, as needed.

Opens and closes customer service department independently and ensures promise to customer is met.

Provides recommendations for potential process improvements, seeking input from team members.

Maintains inventory of appropriate office supplies.

Maintains confidentiality of all patient information.

Supports Versiti's mission, vision and values as well as department goals and objectives.

Works well in team environment, serving as a mentor to team.

Other duties, as assigned.

Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification

Understands and performs in accordance with all applicable regulatory and compliance requirements

Complies with all standard operating policies and procedures

Bachelor's Degree from an accredited college or university in science required

Equivalent combination of education and 3-5yrs of related experience may be substituted for the degree with the approval of Client Services Management and Human Resources required

1-3 years Customer Service experience required

Mastery of DL Customer Support Specialist duties, responsibilities, and behaviors required

1-3 years experience in a laboratory setting or other health care related environment preferred

Must have exceptional customer service and interpersonal skills to establish credibility and build and manage client relationships. required

Must have effective communication skills, including the ability to provide constructive criticism to fellow employees. required

Ability to apply judgment to written or oral instructions. required

Demonstrated organizational skills and coordination of tasks to provide productive workflow, through effective time management and prioritization of team assignments required

Self-motivated with flexibility to work independently and with a team while demonstrating leadership, with minimal direct supervision. required

Has strong attention to detail. required

Strong organizational, problem solving, and decision-making skills. required

Ability to respond quickly and proactively in a changing business climate. required

Departmental expert on job specific computer applications. required

Ability to manage projects and meet or exceed established deadlines. required

Personal Computer (desktop, laptop, tablet) required

General office equipment (computer, printer, fax, copy machine) required

Microsoft Suite (Word, Excel, PowerPoint, Outlook) required

Laboratory Information System (LIS) required

Customer Relationship Management (CRM) required