Laboratory Customer Service Representative II

: Provides direct patient care by acting as a liaison between the laboratory and caregivers offering support in multiple service environments. Delivers excellent customer service to caregivers, patients and clients of Cleveland Clinic Laboratories. Maintains professionalism through phone, email and other forms of communication..

Schedule: 7:30am-6pm Monday, Tuesday, Thursday, Friday with rotating weekends and on call

Responsibilities:

• Navigates complex computer and phone systems, while following all RT-PLMI and departmental standard operating procedures.
• Builds and maintains customer relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication.
• Supports inbound call metrics by answering calls from the phone system within defined targets.
• Researches and reports patient test results as requested by authorized caregivers.
• Responds to requests for test information, additional testing, specimen requirements, supplies and fees associated with internal and referred laboratory testing.
• Creates and modifies patient orders and demographics by following ordering procedures and utilizing multiple ordering systems.
• Support and escalate specimen pick-up requests.
• Educates customers on, and troubleshoots issues regarding available resources and application utility.
• Responds to emergent situations in order to assist patients, caregivers, RT-PLMI and the Cleveland Clinic.
• Demonstrates information management skills via case escalation, ownership, prioritization, handling, documentation, reporting and follow-through.
• Maintains proficiency in performing all tasks in current job classification and tasks performed by Laboratory Customer Service Representative I (LCSR I).
• Recognizes complex situations that require escalation to Laboratory Customer Service Representative III (LCSR III), the Laboratory Customer Service Coordinator or additional levels of leadership.
• Exhibits a commitment to accuracy, thoroughness, timeliness.
• Accepts other duties and special projects as assigned by the Laboratory Customer Service Supervisor or designee.

Education:

• Associate's degree required.
• High School diploma/GED and college level courses with an additional two years of lab experience or customer service experience may substitute the Associate's degree requirement.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a stressful and rapidly changing environment and take appropriate action.
• Excellent interpersonal and communication skills.
• Ability to type 35 wpm.
• Basic computer skills in Microsoft Office with the ability to learn new software.
• Maintain professional appearance and demeanor.
• Individual must be flexible to work various shifts: 1st, 2nd, 3rd, weekends, holidays, andor off hours based upon business needs.

Work Experience:

• One year of customer service or call center experience required.
• Experience in Laboratory or laboratory support preferred.

Physical Requirements:

• Ability to work in confined spaces.
• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Ability to differentiate color, hue, saturation and tones.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.