Alerts Representative, Customer Support (Lab)

at  DaVita

EDUCATION AND EXPERIENCE

• 0-2 years experience preferred
• Must have high school diploma or equivalent
• Basic computer skills with proficiency in Microsoft Office required
• Prior customer service or hospitality experience preferred

Responds professionally and knowledgably to outbound calls

• Monitors alert volume and respond accordingly
• Consults with Supervisor, Manager or designee regarding questionable results when appropriate
• Follows established procedure for reporting urgent results (alert values)
• Adhere to call documentation polic

GENERAL PURPOSE OF THE JOB

The Alerts Representative, Customer Support (Lab) reports Alerts to facilities or Physicians within the required service level agreement. This process requires the teammate to follow the standard operating procedure for reporting and documenting alerts. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships. This position reports to the Supervisor, Customer Support (Lab).

ESSENTIAL DUTIES & RESPONSIBILITIES

Responds professionally and knowledgably to outbound calls

• Monitors alert volume and respond accordingly
• Consults with Supervisor, Manager or designee regarding questionable results when appropriate
• Follows established procedure for reporting urgent results (alert values)
• Adhere to call documentation policy

Responsible for maintaining quality adherence

• Demonstrate ability to successfully or efficiently navigate through systems by passing competency tests
• Reports events or deviations from standard laboratory procedures to supervisor, manager or designee