Client Service Representative

JOB SUMMARY:
Hours: Monday-Friday 8:30am-5:00pm The role of the Client Services Representative requires exceptional customer service abilities as well as experience with the Microsoft Office Suite products. In this position, the roles and responsibilities include (but are not limited to) front-line phone service, scheduling specimen pickups for delivery to the laboratory, database management, handling customer concerns, setting up user accounts, supply as it relates to customer support, and other duties as deemed necessary by the department supervisor/manager. The position is also required to adhere with HIPAA, OSHA, CAP, CLIA and other regulatory agencies as they relate to the duties.

Employees are responsible for following all company policies and procedures. These policies and procedures will include adherence to all regulatory and safety standards in performing all aspects of the functions below.
ESSENTIAL FUNCTIONS:

1. Answer incoming phone calls and either handle the request or dispatch the call to the appropriate person/department.
2. Check visitors in and inform their sponsor/contact.
3. Set up User Accounts, reset passwords, and assign LIS portal permissions as required
4. Handling customer requests for Pathology Reports and additional testing.
5. Handling customer issues while being compassionate and sensitive to their needs.
6. Maintain customer files as required.
7. Organizing, filing, scanning, sorting, storing, and disposing of paperwork.
8. Running Daily reports for Client Delivery
9. General support for dispatching of will-call specimen pickups to courier team
10. Responsible for assisting with maintaining supplies and ordering as it relates to client supplies
11. Monitor incoming faxes and dispatch or forward to appropriate individual and/or department
12. Receive and distribute US Mail
13. Responds to the needs of patients in requests for patient health information
14. Knowledge of HIPAA rules and regulations
15. Follows instructions with little supervision
16. Performs any/all other duties as assigned as related to the Client Services Department.

Lead:
All duties listed above (some of the duties above may be required only as a backup for time off, short staffing, etc.). The primary Lead responsibilities are listed below

1. Handling escalations and higher-level Client Services issues, questions and concerns.
2. Liaison with other department heads for escalation and interdepartmental communication.
3. Proactive workflow management and cleanup of outstanding tasks.
4. Oversee the HIPAA Log.
5. Building of new account profiles as required.
6. Manage periodic emails from billing with regards to verification and appropriate changes to Novopath cases.

PHYSICAL/MENTAL DEMANDS, ENVIRONMENT :

• Must have excellent customer service skills.
• Must be able to speak cohesively, patiently, and compassionately with clients and patients.
• Must be able to switch focus quickly.
• Must be comfortable working as a member of a team.
• Must be able to lift 30 Lbs.
• Must be able to work in a laboratory setting.

EQUIPMENT USED:

1. Computer/Network Equipment
2. Phone and Fax Machines
3. Printers/Scanners

SUPERVISORY RESPONSIBILITIES: None MINIMUM QUALIFICATIONS: Required Qualifications:

High School Diploma or GED
Developed and apparent computer skills.
Experience with Microsoft Office Suite products.
Effective oral and written communication skills.

Preferred Qualifications

Medical Laboratory / Pathology related experience; > 1 year preferred.
Customer Service experience; > 1 year preferred.
Work Environment: The work environmental characteristics described here are representative of those individuals and employee encounters while performing the duties of this job. Clin-Path provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and gender identity. Clin-Path complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
Benefits:

Clin-Path Associates offers nationally competitive compensation and benefits. Our benefits program provides a comprehensive array of services to our employees including, but not limited to health insurance (Primarily covered by the company), dental insurance (100% covered by the company) vision insurance, paid time off, retirement contributions (401k), & flexible spending account (FSA).

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