Client Services Specialist

Job Description

Job Description

Job Description

Client Service Specialist

The Client Service Specialist reports to the Phlebotomy Manager and ensures our offices in Northern California, Southern California, and Nevada run efficiently, while building trusting relationships with clients. The Client Service Specialist is the first point of contact for our clients and works in person at the office answering phone calls, confirming scheduled appointments, resolving issues, updating client information, and dispatching technicians. The Client Service Specialist maximizes technician time and mileage when dispatching. As needed, the Client Service Specialist will update clients on any changes. The Client Service Specialist ensures customer satisfaction by following up with clients after their services have been performed.

Remote Work Available:

• None

Supervisory Responsibilities

• None

Duties and Responsibilities

• Adheres to all standard telephone measurements set in place. Uses proper telephone etiquette.
• Answers email and phone inquiries by clarifying desired information; researches, locates, and provides information all while maintaining HIPAA.
• Answers phones, looks up results, enters orders and results in LIMS, answers clinic questions as capable and appropriate or refers questions to Laboratory Manager as needed.
• Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments.
• Diagnoses, responds, and troubleshoots with high levels of customer service when responding to breakdowns, unforeseen changes to “en route” deliveries, driver call offs, customer delays, etc.
• Assists with day to day operations in a timely manner.
• Understands individual client needs and builds rapport with all client contacts.
• Communicates with clients by way of phone calls, email, or site visits frequently.
• Fielding and assisting with client requests with utmost urgency and accuracy.
• Acts as a liaison between our contingent employees and client companies.
• Assists with employee needs and inquiries in a timely manner.
• Handles contingent employee concerns, complaints, and/or needs and facilitates a resolution.
• Assists with onboarding of new facilities and clients.
• Schedules regular maintenance on all vehicles.
• Establishes efficient routes and transportation schedules.
• Monitors Drivers to ensure adherence to schedules and proper driving practices.
• Monitors employee check outs and daily emails to ensure that the technicians are following the best practices when it comes to work related tasks, client satisfaction, and handling any issues that may arise.
• May assist with training, coaching, and the development of coworkers and students.
• Performs other duties as assigned.
• Must take all assigned Human Resources trainings and classes.
• Responsible for attending all department and staff meetings.

Education and Experience

• High School Diploma or GED.
• Medical Assistant Degree, required.
• 1 – 3 years experience in a Medical Assistant role, required.

Knowledge, Skills and Abilities Required

• Ability to type 60wpm.
• Record maintenance skills.
• Ability to provide excellent customer service.
• Ability to communicate effectively, both verbally and written.
• Ability to independently tackle tasks.
• Ability to quickly address and resolve issues.
• Ability to maintain calendars and schedule appointments.
• Ability to understand and follow specific instructions and procedures.
• Ability to prepare and print routine correspondence, labels, and/or other basic written material.
• Google Workspace, word processing, data entry skills.
• Skill in the use of operating basic office equipment.

Competencies:

• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance & Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Interpersonal Skills –  Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.  

Physical Requirements

• Work is normally performed in a typical interior/office work environment.
• Work may require prolong periods of driving and sitting in a vehicle.
• Prolonged periods of sitting and a desk and working on a computer.
• Prolonged periods of standing at a copy machine.
• Must be able to lift up to 25 pounds.

Thursday - Monday, 8:30am - 5:00pm