Customer Service Rep

SUMMARY:
Under the general supervision of the Pathology Manager and in accordance with established policies and procedures, performs a variety of customer service duties to respond via telephone and/or fax to all customer inquiries/requests in a prompt, accurate and courteous manner. Identify and expediently resolves discrepancies that occur in laboratory samples and test orders that cannot be resolved without direct customer contact.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

• Uses proper telephone etiquette, an acquired broad base of knowledge and lab system functions and other resources to resolve problems and respond to customer inquiries in addition to assisting co-workers in the research and solution of unusual or complex problems and requests.

• Researches and responds to interface customer concerns and problems associated with transmittal or orders and results. Acts as liaison between outreach clients and the laboratory. Performs registration and ordering functions on request.

• Creates a daily problem report pending log and worksheet, and notifies customers through direct telephone contact of test and sample discrepancies which cannot be resolved at initial data entry; documenting resolution of these problems through a daily resolution log and creating labels to ensure samples will be forwarded appropriately for completion of testing.

• Appends and deletes tests and charges from patient records as directed by technical departments or customer service; notifies the customer verbally when necessary as to the reason for the change.

• Provides customer field service assistance upon request to ensure smooth transition of new accounts. Responsible for the smooth transmission of information between shifts.

• Completes and maintains log of all telephone calls and documents disposition of all calls and referrals. Completes all required forms associated with the handling of inquiries, request and complaints in accordance with established procedures.

• Makes outgoing test result calls to customers as assigned; adheres to the established priority calling order and time constraints.

• Uses automated information system to research and resolve problems and requests by reviewing data for discrepancies and resolving discrepancies by using standard departmental procedures.

• Keeps all reference materials current. Complies with all company and department policies and procedures.

• Contributes to the team effort by accomplishing related results as needed.

MINIMUM QUALIFICATIONS:

• A high school diploma or equivalent.

• Broad knowledge of specimen requirements for medical laboratory tests and requirements for different methods of sample preservation.

• Ability to read and comprehend simple instructions and short correspondence.

• Ability to document medical information as relayed by telephone maintaining confidentiality.

• Interpersonal and communication skills to exchange factual information with physicians, nurses, external laboratories, etc. regarding laboratory services, test results and test procedures.

• Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging processes, human development stages and cultural patterns in each step of the care process.

EXPERIENCE:

• One to three years related experience in a customer service environment or related health care environment, with at least two years working in a clinical laboratory.

• Formal education and/or training may be substituted for years of practical work experience based on applicability.

• Data entry skills and PC experience required.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

• Patient care environment; hazards are minimized by adherence to established safety precautions.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: