REMOTE! CLIENT SERVICE REP

Are you ready to help lead the way to better health?
A career at New Mexico’s largest laboratory means you’re pivotal to advancing medicine and creating healthier communities. Robust medical, dental, vision, life insurance, and many supplemental plans
401(k) Retirement Plan with employer matching
Lucrative Paid Time Off (PTO) and nine paid holidays per year
Schedule: Sunday- Thursday 1800-2200 with weekends, holidays, on-call, and other shifts as needed.
Salary/Hourly: Hourly Position
Job Summary This position requires on-site attendance at our Albuquerque, NM office every day during the initial training period which lasts approximately 8-12 weeks. After successfully completing training, you may be considered for remote work based on performance and business needs.
Onsite training required, but once training is complete, position can work remotely. As a Client Engagement Specialist, you will provide excellent customer service on all transactions and are responsible for communicating with customers including patients, physicians, providers, and internal customers, and provide accurate and timely resolution to all inquiries and issues. Ensure callers receive exceptional customer service when responding to telephone, e-mail or written inquiries. Perform all duties under general supervision. Call volume often requires performing department functions at an increased pace while maintaining quality. The CES must be service-oriented individuals, able to communicate effectively and display a professional and positive demeanor. The CES needs to relate well to the customer, think and exercise sound judgment, and act responsibly in the customer’s and the company’s interest.
After training period, show proficiency and have documented competency with various applications, websites and functions.
Provide first-level support on incoming calls from internal and external customers using appropriate iCARE guidelines and skills taught in identified Customer Service training module.
Work Directly with Client Engagement Leadership as needed for escalated calls regarding complaints, complex issues beyond agent’s scope, etc.
Awareness of and participation in all Department metrics and goals designed to maximize quality and efficiencies to meet department goals and department Quality Indicators.
Read and understand all Department Policies and Procedures related to Client Engagement and to TriCore.
Perform other assigned duties to meet the customer’s requirements with direction of leadership.
General Requirements Experience in multi-tasking, strong attention to detail, dealing with sensitive information, and problem resolution while providing exceptional service.
Be able to articulate with customers and have persuasion, negotiating and retention skills.
Work effectively in a team environment, contributing to the success of the call center and organization.
Achieves personal metrics and goals set forth by the organization.
Attends training as required and is expected to be punctual.
Accurate and fast typing required.
Flexibility is required and must be able to work a holiday rotation schedule, on call schedule and overtime when required.
Be comfortable on a computer with dual screens and a headset and know your way around the Internet and basic computer applications.
If you are presented a phone call and you get excited about the opportunity to wow customers, then we look forward to reviewing your application
Minimum Qualifications MINIMUM EDUCATION High school diploma or equivalent.
OTHER REQUIREMENTS A grade of average on the alphanumeric typing test (4,000-5,999 keystrokes).
PREFERENCES Associate’s degree in related field preferred.
Completion of appropriate medical certificate training program.
Knowledge of laboratory tests/medical terminology
Proficient computer skills and ability to use multiple applications simultaneously.
CLIENT ENGAGEMENT SPECIALIST I Meet one of the following:
Six (6) months experience in a clinical laboratory or medical setting.
CLIENT ENGAGEMENT SPECIALIST II Meet one of the following:
Two (2) years relevant experience in a clinical laboratory or medical setting.
Three (3) years customer service experience.
CLIENT ENGAGEMENT SPECIALIST III Meet one of the following:
Three (3) years relevant experience in a clinical laboratory or medical setting
Four (4) years customer service experience or equivalent combination of education and experience
TriCore is New Mexico’s largest laboratory, employing more than 1,400 individuals who serve in a broad range of positions. We are dedicated to improving the quality of care for our communities, and also our employees. We offer excellent benefits including, medical, dental, vision and life insurances, 401(k) retirement plan with employer matching, PTO, and paid holidays, as well as opportunities for continuous learning, education assistance, wellness programs, career advancement, and the ability to share in our genuine commitment to the health of our communities. We offer a variety of shifts at multiple locations.

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