Client Services Representative

Job Title

Supports client accounts and laboratory logistics by providing customer support to clients, patients, Prometheus sales representatives, and other departments including Commercial and Payor Relations & Customer Experience.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

• Responsible for receiving incoming phone calls and requests for test results, information on diagnostic and therapeutic products from pre-printed marketing materials, specimen transport kit requests, and miscellaneous requests from clients, patients, and sales representatives.
• Routes questions to Supervisor or Senior Client Services representatives that are outside of their job knowledge.
• Provides sales materials upon request to customers and RTS representatives.
• Utilizes LabVantage for patient information to properly respond to inquiries.
• Responsible for maintaining records of client interactions or transactions, using MasterControl to capture diagnostic customer complaints, inquiries, or comments, as well as actions taken.
• Supports field Regional Technical Specialists (RTS) with responsibility for multiple sales districts and the management of accounts in absence of RTS related to supplies, literature, test add-ons or kits.
• Forwards billing questions to Payor Relations & Customer Experience representatives for handling.
• Describes Prometheus products and programs to customers.
• Input customer information CRM database on a daily basis.
• Notifies physician offices of abnormal results and cancelled tests via phone and fax on a daily basis; this includes completing outbound phone calls for missing information (e.g., a Client Action) or resolution of test order deficiency related item.
• Ensure HIPAA Confidentiality and Compliance policy, procedures and standards are adhered to at all times.
• Maintain competencies required for the position and specific areas assigned.
• Assists with scheduling mobile phlebotomy services, as necessary.
• Communicates information for partnered pharmaceutical products from pre-printed marketing materials Provide portal support for clients (resetting passwords, navigation, etc.).

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to multi-task, prioritize and follow through on projects and assignments.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Generally requires 2 years' experience in a related medical customer service role. Healthcare, biotech, and/or medical billing setting highly preferred. Computer literacy is essential with proficiency in Microsoft Word, Excel, and PowerPoint. Candidate should possess analytical and problem solving skills; have very good verbal and written communication skills. Previous handling of inbound and outbound call center phones preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.