Job Summary
The Client Services Representative anticipates, recognizes, and meets the need of internal and external clients. The Client Services Representative provides prompt, cooperative assistance and seeks ways to increase client satisfaction and loyalty. Major Responsibilities Answer calls in a timely, professional and courteous manner using clear, concise language and correct grammar
Respond to clients' inquiries, assuring HIPAA compliance with each call
Verify authenticity of client by obtaining practice name, physician name, caller's name and phone number
Maintain patient and laboratory confidentiality and data security
Document all calls on customer service information forms, noting the name, phone number, time of call, nature of request, and resolution of the problem and date/time of resolution
Complete all documentation according to established laboratory procedures
Navigate LIS, provides verified, released test reports available in the computer as requested by clients
Recognize and refers questions needing more expertise to appropriate technical specialist, pathologist, or supervisor
Understand and knows how to find details for test turnaround times, collection requirements, specimen transport, and laboratory supplies
Provide weekly activity report to supervisor
Suggest improvements and additions to enhance departmental and overall laboratory productivity
Adhere to all policies, procedures, and safety regulations
Assist other departments with scanning and filing of documents
Other duties as assigned High school diploma or GED
Medical background preferred
Knowledge of laboratory operations and terminology a plus
Strong computer skills with a high proficiency in Microsoft Office
Excellent phone etiquette and verbal communication skills
Strong multitasking and organizational skills with attention to detail and the ability to prioritize a wide range of requests
Ability to work independently with minimal supervision